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Matthew Roark

已加入2021年4月15日

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最后活动2022年3月15日

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的最新活动 Matthew Roark

Matthew Roark 进行了评论,

评论Extending Zendesk

Unfortunately, Dana Barker's previous suggestion is no longer a viable workaround; I'm unable to submit a negative time as it throws an error: "Invalid time format, expected HH:mm:ss". Administrators and agents alike need a way to modify timings if this is not available otherwise (which I'd prefer there to be an actual implementation vs a workaround).

查看评论 · 已于 2022年3月15日 发布 · Matthew Roark

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Matthew Roark 创建了一个帖子,

帖子 Q&A - Reporting and analytics

I'm looking to calculate the duration between the "First Reply" (public comment) and the subsequent reply to the customer, at which point the case is typically set to "Pending". 

It is possible to obtain the earliest and latest times, but, I'm not sure if it's possible to get timings in between: https://support.zendesk.com/hc/en-us/articles/1260801335150-Working-with-earliest-and-latest-date-functions

The following thread for Insights (Legacy) appears to have some similar attributes – in terms of calculating the new/previous value of the "status" field, at least: https://support.zendesk.com/hc/en-us/articles/212633717-Insights-recipe-Work-time-between-first-reopen-and-final-solve-using-Time-Tracking-

Perhaps the minimum can be obtained to see when the status was first changed from Open → Pending, at the very least?

Any input is appreciated! 🙌🏻

已于 2021年8月04日 发布 · Matthew Roark

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