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shweta Ankalaki

Entrou em 02 de set. de 2022

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Última atividade em 06 de fev. de 2024

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shweta Ankalaki comentou,

Comentário na comunidade Q&A - Reporting and analytics

Hey Gabriel Manlapig,

Thanks for your response.

Could you please suggest to us the Formula of the custom metrics that gives the different parent and child time logs in different columns?

It would be more helpful for us.

Exibir comentário · Publicado 06 de fev. de 2024 · shweta Ankalaki

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shweta Ankalaki criou uma publicação,

Publicação Q&A - Tickets and email

Hi Team,

To monitor the duration of time spent by agents on each ticket, we depend on a "time tracking app". However, we've noticed that when agents create a child ticket from a parent ticket using side conversation, the time log from the parent ticket is also duplicated onto the child ticket. This duplication is causing inaccuracies in the time log of the child tickets in explore reports.

This first entry has came from the parent ticket which has logged when the child ticket gets created.

Are you able to offer any guidance on how to prevent this behavior from happening again?

Publicado 10 de abr. de 2023 · shweta Ankalaki

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shweta Ankalaki criou uma publicação,

Publicação Q&A - Reporting and analytics

Is there any way to get both parent and child tickets data, along with their total timelog in one report? Here is a sample report format that explains what I'm trying to achieve:

Publicado 07 de mar. de 2023 · shweta Ankalaki

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shweta Ankalaki comentou,

ComentárioManaging your email

Hi Christine,

We have not crossed above mentioned Gmail resources limits. but still we are getting the same issue.

Exibir comentário · Publicado 06 de out. de 2022 · shweta Ankalaki

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shweta Ankalaki comentou,

ComentárioManaging your email

Hi There!

We are unable to connect our gmail account to zendesk, we are getting the below error message from zendesk once we connected the Email ID. Can you please help us resolving this error. 

Exibir comentário · Publicado 02 de set. de 2022 · shweta Ankalaki

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