Justin H
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Recent activity by Justin H-
Hey Jeremy, Just made a ticket to investigate this further. Be on the lookout for an email from Zendesk Support.
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Hey shelley, I suspect that this could be achieved using a custom attribute to filter out tickets with singular engagements.
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Hello Oanh Chau, You should be able to make a report like this in the Support: Tickets Dataset. The screenshot below is a bare bones idea of what metrics and attributes you would need to use: Th...
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Hey Bobby Koch, The backlog snapshots occur at midnight daily. To view the most current totals for outstanding tickets, we recommend using the Tickets dataset.
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Hey Joel Sandi, To answer your first question, you should be able to report on ticket information with an Explore Report using the Guide: Knowledge Capture dataset. There is a set of attributes ca...
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Hey Jacqui, Are you using bookmarks to capture the desired time range in this dashboard?
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Hey Feng! Justin, here, from Zendesk Support. It looks like you opened a ticket with us shortly after posting this, and the solution was to switch the metric aggregator from D_COUNT to COUNT in yo...
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Terry Knox Yeah, that's right. The screenshot below is the test I did in my account, and after reopening the ticket with an end user comment, the NRT target was applied. When the agent replies, the...
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Hey Terry Knox! The use case for these two SLA targets are for agent created tickets. If an agent makes a ticket proactively, then the first reply time and next reply time targets are not applied t...
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Hi CJ, It looks like if you delete an SLA policy, the data for it in Explore will stay on all tickets the SLA policy was applied to. The only difference I am seeing after testing in my account is ...