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JI

已加入2022年2月22日

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最后活动2024年2月21日

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JI 进行了评论,

社区评论 Q&A - Tickets and email

Anything further on this?

Still affected by this.

查看评论 · 已于 2024年2月19日 发布 · JI

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社区评论 Feedback - Reporting and analytics (Explore)

We're trying to do the same but this isn't available.

Measuring SLA is currently only available against Assignee using Explores Support SLA dataset (Further confirmed in Zendesk Support Ticket 12314928).

What's desired here (Example of a single ticket):
- Created by End-user
- Update by Agent 1: First Reply SLA target is satisfied
- Update by End-user
- Update by Agent 2: Next reply SLA target is satisfied
- Update by End-user
- Update by Agent 3: Next Reply SLA target is breached
- Update by End-user
- Update by Agent 1: Next reply SLA target is breached

Explore analytics to show:
Agent (ie updater) - SLA Targets - SLA achieved
- Agent 1 - 2 - 50%
- Agent 2 - 1 - 100%
- Agent 3 - 1 - 0%

查看评论 · 已于 2024年2月05日 编辑 · JI

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JI 进行了评论,

评论Building reports

Hi Rosie,

Not sure that you've understood the question, actually.  I am referring to 'Yesterday (working day)' which is an option in the date selection.  See it in the article above, heres an exerpt:

"Yesterday (working day) will show either the previous day's results if the current day is between Tuesday through Saturday or the previous Friday if the current day is a Sunday or Monday."

(Here's a link:  https://support.zendesk.com/hc/en-us/articles/4408828872602-Editing-dates-and-date-ranges#:~:text=yesterday%20(working%20day)%20will%20show%20either%20the%20previous%20day's%20results%20if%20the%20current%20day%20is%20between%20tuesday%20through%20saturday%20or%20the%20previous%20friday%20if%20the%20current%20day%20is%20a%20sunday%20or%20monday.)

In this, the 'Yesterday (working day)' will go back to the last working day (per the description provided above).  I assume this would be pulled from the scheduled that is configured.  Hence asking if a holiday is added, whether this holiday be considered in the 'Yesterday (working day)' calculation.

查看评论 · 已于 2023年12月08日 发布 · JI

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JI 进行了评论,

评论Building reports

Does Yesterday (working day) consider holidays in the schedule?

Eg, today is Monday, last Friday was a holiday (Added in schedule), so last working day was Last Thursday.

查看评论 · 已于 2023年12月05日 发布 · JI

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社区评论 Feedback - Admin Center

+1 upvote from me!

Managing teams in different countries means manual creation of individual holidays for each schedule.  A very unnecessarily time consuming activity in this day and age.

Bulk import would be a big help.

查看评论 · 已于 2023年4月12日 发布 · JI

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帖子 Feedback - Admin Center

Change this:

'The Allow account assumption feature is enabled.'

To this:

'The Allow account assumption feature was enabled by [UserName].'

已于 2023年4月12日 发布 · JI

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社区评论 Feedback - Ticketing system (Support)

Hi Kolten,

Any updates on this, perhaps?

查看评论 · 已于 2022年10月19日 发布 · JI

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评论Ticket management

I don't feel that my question is answered.

I'm asking whether there is a way to automatically set the resolution field when the merge is done, without having to update each of the tickets individually.

Doing this manually is not pheasible or practical, given the quantity and frequency of ticket merges.

For context, this happens when a recipient is the email address of a customers helpdesk systems (meaning that responses from these create new tickets each time), or when multiple notifications are received (eg Azure monitoring) for the same trigger.

查看评论 · 已于 2022年2月23日 发布 · JI

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JI 进行了评论,

评论Ticket management

Is there an automation option to set resolution to [X] when a ticket is merged, so that my ticket resolutions are not [Blank] ?  (Affecting my telemetry and dashboards)

 

Thanks!

查看评论 · 已于 2022年2月22日 发布 · JI

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