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Topics started by spencerporch

7 Topics

S
Contributor
spencerporchContributor
asked in How do I....?

In Analytics: How do I create a custom metric?

Hi,I’m hoping to get some help from the community with a custom metric in Analytics. I have reviewed the helpdesk articles, but haven’t found something that has similar samples to work with.If you know of a place where I can find sample metrics, that would be great.The metric I’m trying to create is a simple sum of the following:(Total tickets where Source is Phone) + (Total tickets where Source is Portal) + (Total tickets where Source is Email AND Agent reply count > 0) I can’t figure out how to achieve this.Thanks!

1
eeha0120
Skilled Expert
1 month ago
S
Contributor
spencerporchContributor
asked in How do I....?

In Analytics, is there a way to save a filter that is multiple properties?

Hello world,In Analytics, I would like to create a filter that applies multiple conditions at once. For example, one interactive filter widget that sets both of these properties:Ticket Type = Problem # Customer Interactions = >2I am not finding a way to do that. It looks like I would need to create 2 filter widgets, one for Ticket Type and one for # Customer Interactions, and choose each separately. That’s a lot of clicks.Thanks!

0
S
Contributor
1 month ago
S
Contributor
spencerporchContributor
asked in Analytics, Reports & Dashboards

How can I hide curated reports on Analytics?

I want all users to access a very basic report with summary numbers (overall ticket volumes). I do not want to give them access to all the curated reports--they include a lot more data that isn’t always appropriate for every person.How do I give users access to one, and only one, report in Analytics? They don’t need all the other curated reports.Thanks!

1
Yusuf Ahmed
Community Manager
1 month ago
S
Contributor
spencerporchContributor
asked in How do I....?

How to set default dependent field based on Group?

Hi, I’m trying to figure out how to set default dependent fields based on the ticket’s Group. For example, if a ticket is created in the Group “Refunds,” then the dependent fields would be set as:Orders Refund (blank) Automatically, so the Agent only has to select the last/third option. That way it saves a few clicks. Everyone shares the same ticket field since the Groups have some overlaps in the issues they handle.

1
eeha0120
Skilled Expert
6 months ago
S
Contributor
spencerporchContributor
asked in How do I....?

DIsplay resolved date on customer portal

I want to display the date a ticket was resolved on my customer’s Ticket View (/support/tickets for the customers) on the customer portal, so when they review their ticket, they can see exactly when the ticket was marked as Resolved (or Closed).I have tried these placeholders, none of which have worked:{{ ticket.resolved_on | short_day_with_time }}{{ticket.closed_on | short_day_with_time }}{{ticket.resolved_on}}{{ticket.closed_on}}I can’t find any Liquid placeholders for the fields available on the Ticket View of the Customer Portal. This one describes Ticket placeholders that can be added to a ticket reply/automation. Some work and some don’t.In the perfect world, I could display when a ticket was Resolved for the customers and add a note (if it’s been closed for a long time) that says the ticket is old and they should open a new one.

1
eeha0120
Skilled Expert
6 months ago
S
Contributor
spencerporchContributor
asked in How do I....?

Change whether Resolution SLA was met if ticket reopened

I know this sounds like something we wouldn’t want, BUT:If a ticket is “Resolved” within the Resolution SLA, it’s permanently set as “Within SLA.” Forever. Even if the ticket is reopened! This makes it super easy to fluff the numbers and give the appearance of a high Resolution SLA %.I’m trying to find a way to change that, so the Resolution SLA % is affected by a reopen - I want to make it so if the ticket is reopened, Resolution SLA is violated. Is there a way to do that via automation rule or webhook?

1
eeha0120
Skilled Expert
6 months ago
S
Contributor
spencerporchContributor
asked in Portals, Emails & Other Channels

Display HTML based on Tag in Solutions

Hi, we have some features that are only available to Admin users, so I’m trying to find a way to display a custom message if the article has a certain tag.For example, if a solution article has the Tag “Admin,” then display this HTML block (that would contain a message along the lines of “This feature is only available to Admin users.”Any experience achieving this result?

0
S
Contributor
2 years ago

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