Bill Cicchetti

1. Support
2. ...
3. Jira integration
4. Jira integration resources

Sean Bourke Looking to test the mapping of custom fields in ZD with Jira fields. With all the jira info in the applet you cant report, create triggers, or make visible to customers. One example if ...

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• Bill Cicchetti
• Erstellt 9. August 2022 13:32
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1. Support
2. ...
3. Jira integration
4. Jira integration resources

Is it possible to link 2 separate ZD instances (Sandbox and Prod) to the same Jira instance?  Our DEV team only has a Prod Jira but would like to do some isolated testing in our ZD Sandbox into the...

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• Bill Cicchetti
• Erstellt 5. August 2022 14:56
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1. Zendesk updates
2. Announcements
3. Announcing the new Team members page

Will this be reportable via Explore?  As of now you cannot report on the group(s) an Agent is currently assigned to. Explore will pull back any group they belonged to in the past also since it pull...

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• Bill Cicchetti
• Erstellt 3. August 2022 12:21
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1. Community
2. Feedback - Reporting and analytics (Explore)
3. Create Query from two different datasets

PAUL STRAUSS  That's understandable. I was referring mainly to the main support ticket forms with the Org and User info.  Its frustrating for example when you want backlog info with some ticket vol...

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• Bill Cicchetti
• Erstellt 29. Juli 2022 16:05
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1. Community
2. Feedback - Reporting and analytics (Explore)
3. Create Query from two different datasets

Why not just get rid of datasets and allow us to report across the entire DB?  My guess is the reason why is for "performance reasons" which seems to drive alot of architectural decisions and makin...

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• Bill Cicchetti
• Erstellt 29. Juli 2022 15:40
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1. Explore
2. ...
3. Building reports
4. Reporting on user and organization data with Explore

Hi Gabriel, Thanks for the reply.  If the above statement is true why can we report off whether a user is an agent or end user?  We also can report on suspended and deleted users

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• Bill Cicchetti
• Erstellt 12. Juli 2022 15:36
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1. Community
2. Feedback - Reporting and analytics (Explore)
3. Explore User Group Filtering

Seems like such an easy field to report off of.  Its hard to explain to our managers why a report shows a user belongs to multiple groups because its pulling the user group from the ticket not the ...

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• Bill Cicchetti
• Erstellt 12. Juli 2022 13:55
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1. Explore
2. ...
3. Building reports
4. Reporting on user and organization data with Explore

Is there any reason we cannot report off the Group the group the users belong to? Currently when you report on a user's group its the group it looks at ticket history and the group the the user bel...

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• Bill Cicchetti
• Erstellt 12. Juli 2022 13:51
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1. Zendesk updates
2. Announcements
3. Announcing lookup relationship fields for Support

Will this affect the ZD/Jira integration if we are just using all OOB functionality?

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• Bill Cicchetti
• Erstellt 5. Mai 2022 15:41
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1. Community
2. Zendesk Suite Q&A
3. Zendesk Explore - Last public reply by an agent against each ticket

Thanks Gab, I was able to capture the info I wanted with some additional modifications. IF ([Comment present]=TRUE AND [Comment public]=TRUE AND DATE_LAST_FIX([Update - Date],[Comment present],[Com...

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• Bill Cicchetti
• Erstellt 29. April 2022 15:41
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