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Christopher Stock

Beigetreten 15. Apr. 2021

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Letzte Aktivität 18. Jan. 2024

Zendesk LuminaryCommunity Moderator

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KommentarHow to customize the theme of the help center

Hey Paolo Votta, the community button won't appear if you do not have the community activated on your help center. But you can see it when you're in development mode.

You can also remove the code from the header.hbs file, you're looking for {{link 'community'}}

Kommentar anzeigen · Gepostet 05. Juli 2023 · Christopher Stock

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Community-Kommentar Feedback - Help Center (Guide)

I really need this too!

Kommentar anzeigen · Gepostet 07. Juni 2023 · Christopher Stock

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Community-Kommentar Q&A - Tickets and email

You wouldn't actually be making any updates to the ticket itself though, only associated data, so I'm not sure why the trigger would be invoked.

Kommentar anzeigen · Gepostet 25. Apr. 2023 · Christopher Stock

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Community-Kommentar Q&A - Tickets and email

Hey mfg, let me see if I understand your questions:

1. If you update the organization of a user will the updated organization be reflected on existing tickets, or only tickets created after the update?

- The change will be applied to all tickets where the updated user is the requester.

 

2. If you bulk update users, will the tickets those users are requesters for re-open?

- No, I don't think this will happen. Do you have automations/triggers that re-open tickets when the Requester or Organization is 'Changed'?

Kommentar anzeigen · Gepostet 25. Apr. 2023 · Christopher Stock

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Community-Kommentar Q&A - Reporting and analytics

Hey Thomas, I've had another look at this and managed to get something working.

Using the 'Support - Tickets' dataset, this is the custom metric I created:

IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") AND DATE_DIFF(NOW(), [Ticket updated - Timestamp], "nb_of_days") > 7 THEN [Ticket ID] ENDIF

I've called it 'Unsolved tickets - not updated in last 7 days'.

You can then add this metric to a report alongside the standard 'Unsolved tickets' metric and create a 'Result metric calculation':

COUNT(Unsolved tickets - not updated in last 7 days)/COUNT(Unsolved tickets)

To give you the percentage.

Is that what you're after?

Kommentar anzeigen · Gepostet 25. Apr. 2023 · Christopher Stock

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Community-Kommentar Q&A - Reporting and analytics

Hi Thomas Koch, is it specifically 'Solved' tickets that haven't been updated that you are interested in? Your queries all use the 'Ticket solved - Date' attribute.

One approach you could try is using the new DATE_LAST function to create an attribute that gives the timestamp of the latest update to a ticket, then filter to only show tickets where that timestamp is more than 7 days ago.

Kommentar anzeigen · Gepostet 24. Apr. 2023 · Christopher Stock

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KommentarUsing themes and customizing your Help Center

Hey Timo Boezeman, it's added as a element. There are no css classes, but you can style the element directly.

Kommentar anzeigen · Gepostet 02. Feb. 2023 · Christopher Stock

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Community-Kommentar Q&A - Reporting and analytics

I'm really not sure on this one. Is it that you're missing values in 'List level one' and 'List level two'?

 

Kommentar anzeigen · Gepostet 30. Jan. 2023 · Christopher Stock

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Community-Kommentar Q&A - Reporting and analytics

Hey Nick. What do you mean by 'truncated'? I can't see a scroll bar anymore. What are you expecting to see that you can't see?

Kommentar anzeigen · Gepostet 30. Jan. 2023 · Christopher Stock

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Community-Kommentar Q&A - Reporting and analytics

Glad I could help Nick. You should be able to adjust the width on the report so that there's no horizontal scroll. If the default dashboard size isn't wide enough you can make it bigger by going to the 'Dashboard' tab and selecting 'Dashboard width':

Kommentar anzeigen · Gepostet 30. Jan. 2023 · Christopher Stock

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