Matt Simpson

OK, I may be missing something...I created a new template, coded the way I want it to look, when I go to create a new article and change template drop down shouldn't it load the template that I made? it isn't making anything change on the new article

Also agree, I have been on Zendesk for about a year and I do find it odd that a company built around customer support doesn't have direct customer support I can call.

Curious if there is a reason you would not want to merge tickets from different channels if they are for the same issue? I see questions about merging (or not) from different channels

No, I am good with using days of service, but I would like a report by month in avg days if service by agent. So with. I turnover each month would increase. But if I added new agents it would lower.

Then from here I could look at CSAT by agent service days, etc.

Hopefully that makes sense.

I have found an issue with phone numbers using the find related tickets. For some reason it leaves out a dash of the 7digit portion of the number, if I manually add the dash the find related tickets works, but seems we should not have to manually add these

so I have created a custom metric around this, but what I have not been able to figure out how to report by month. So assuming no turnover this would increase each month (avg or Med, or even Min), but It would be very interesting to see ticket resolution time vs agent length of service (as well as many other comparisons with agent length of service).

Has anyone had any tried or been successful in figuring this out?

Agree with the need to be able to view for filter enabled dates and times with trending as well for time available (Total/Avg/Med) by channel and total