Amy Dee
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Atividade recente por Amy Dee-
Hi Lou! The native first reply time metric always starts at ticket creation, and it always stops at the first public agent comment after that. It doesn't matter what the end-user does between those...
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Hi Mateusz! The native first reply time metric is designed to be universal and consistent for analytics. It always behaves the same way, so the results are predictable. That makes benchmarks and hi...
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Hi Jeff! You should be able to export the full list of organizations in JSON format. If you clear both date fields, it should include everything from the beginning of the account. The only exceptio...
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Hi Richard! This article is primarily about the native first reply time metric. The metric is recorded with the ticket data in calendar and business hours, regardless of whether an account has SLAs...
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Hi Jody! For business hours metrics, Zendesk checks the schedule at the time of the relevant update, then calculates the metric accordingly. It doesn't maintain a live timer. For your example, it ...
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Hi Ofir! These metrics live in separate datasets in Explore, so you won't see them side by side. In the Tickets dataset, you'll find the "Solved Tickets" metric. It counts tickets in solved or clo...
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Hi Sy! Merged tickets are still counted separately for all calculations and metrics. Zendesk doesn't combine the backend data or remove the merging ticket from the API. For your example, ticket B ...
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Hi Imran! There are only four "Historic" attributes - Status, Priority, Group, and Assignee. Insights has to go through extra steps to capture those values, so it only covers default system fields....
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Hi Taline! These all need to be separate metrics - SELECT IFNULL((SELECT # Tickets WHERE Ticket Tag = tag_a),0) SELECT IFNULL((SELECT # Tickets WHERE Ticket Tag = tag_b),0) SELECT IFNULL((SELECT ...
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Hi Taline! There are a couple issues with your approach. First, your first metric has this format - SELECT IFNULL((Tag Metric), 1). It should be a 0 at the end, not a 1. Otherwise, tickets with and...