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Phaedon

已加入2022年8月16日

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最后活动2025年1月08日

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的最新活动 Phaedon

Phaedon 进行了评论,

社区评论 Feedback - Ticketing system (Support)

This would be of huge benefit to us

查看评论 · 已于 2025年1月08日 发布 · Phaedon

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社区评论 Feedback - Ticketing system (Support)

I think this is essential

查看评论 · 已于 2024年6月27日 发布 · Phaedon

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社区评论 Q&A - Reporting and analytics

Thank you Fran!

查看评论 · 已于 2023年4月11日 发布 · Phaedon

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Phaedon 创建了一个帖子,

帖子 Q&A - Reporting and analytics

Hi there,

I'm fairly new at Zendesk Explore reporting and I've tried searching for an example but I'm struggling to find one.

I want to include SUM(Agent replies) in a report, but only for tickets with a particular tag. Because of how the report is set up, I don't want to do this with a report filter (as I don't want the filter to affect other metrics. Specifically, I want to compare this filtered by tag SUM(Agent replies) to the overall unfiltered SUM(Agent replies) How would I set this up? I think it would be a calculated metric, but I'm struggling to find an example to work with.

已于 2023年2月27日 编辑 · Phaedon

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Phaedon 进行了评论,

评论Performing calculations

Hi Dane,

Thanks for the feedback. That's really a shame. It would be so nice to be able to show the overall average and the agent average in a single table...

查看评论 · 已于 2022年10月18日 发布 · Phaedon

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评论Performing calculations

Thank you so much Dane! I see what you mean now.

Last question though: is there a way to do this, but not actually show the Ticket IDs as rows? I'd love to have the overall average, and the average by assignee, without the per ticket detail, in one table.

查看评论 · 已于 2022年10月17日 发布 · Phaedon

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评论Performing calculations

Thanks for that feedback Dane! Can you give me some guidance to how to do what you're describing with the attribute Ticket ID or point me to an article that will show me? I'm quite new at all this.

查看评论 · 已于 2022年10月14日 发布 · Phaedon

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评论Performing calculations

When adding a total to a table it seems as if the aggregator is being used on the row data rather than the background data. Is there a way to fix this?

Specifically, I'm looking at a table of first reply (AVG) time by agent and month. When I add a Grand Total, with the AVG aggregator, it seems to take an average of the individual lines rather than an average of the total data. It's doing an average of the averages rather than the overall first reply time for that month. How might I change that?

查看评论 · 已于 2022年9月14日 发布 · Phaedon

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社区评论 Feedback - Ticketing system (Support)

We link to invoices and credit notes in Xero. It would be nice to make them clickable.

查看评论 · 已于 2022年9月08日 发布 · Phaedon

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评论Measuring success

查看评论 · 已于 2022年8月31日 发布 · Phaedon

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