Gerardo
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Gerardo criou uma publicação,
Count number of tickets with multiple tags
Hi whoever is able to reply to my question, I am having trouble by creating an accurate report based on tags. Creating a group attribute with tags and using the D_Count Ticket metric doesnt help. ...
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Gerardo comentou,
Hi, how are follow-up tickets considered in the one touch tickets? I have noticed that every ticket is counted separately. The same for merged tickets. I know that we can exclude merged tickets,...
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Gerardo comentou,
Hi there, Will there be an option to see the live data for SLA like breached and achieved or also by SLA metrics? Or is this already available?
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Gerardo criou uma publicação,
More audit log filters
RespondidaHi, The audit section could have more filters by example filtering who did the action or on which account the action was made. Example scenario: Agents suspends an account or marks a tickets as ...
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Gerardo criou uma publicação,
Filter view SLA metrics
RespondidaHi, Is there any workaround to create views based on SLA metrics? Or conditions to add tags to tickets with SLA metrics? Or anything that can be filtered in Zendesk support to identify which ticke...
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Gerardo comentou,
Hi, I agree to this, Ideal would have also a condition based on metrics example ticket SLA Next reply time breached or Agent working time breached.
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Gerardo comentou,
Hi there, Is there a way to filter the SLA for reply and solving time? Ideal would be to have a view for each. Or a to add a tag dedicated to one of both breached. Or a way to prioritize one to a...
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Gerardo comentou,
Hi Heather Rommel, We followed all the steps above and thank you for this powerful hint. I have a question about this part We get the error that the account is not authorized, we add the email of ...
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Gerardo comentou,
Hi @..., Thanks a lot for the hint, I am very interested, but we are not using messaging, we still use chat. Therefor I believe, we can not participate, as it is in the requires.
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Gerardo comentou,
Hi, why no community moderator of Zendesk had some thoughts on this topic? Can we get a feedback?