Chandra Robrock

+1 to this as well! We've been using the Customizable CSAT Configuration EAP for the past month but really need to be able to report on the numeric scale we've set in Zendesk as well as allow a score of 3 to be considered “neutral” instead of “bad.” It's difficult to truly understand how customers are rating us on a scale from 1-5 without being able to easily query for this in Zendesk Explore. 

Zac Garcia 

Currently, we have the following options available for the workaround I mentioned earlier upthread, which include:

• 1 hour
• 4 hours 
• 12 hours (1/2 calendar day)
• 18 hours (3/4 calendar day)
• 1 day
• 3 days
• 5 days
• 1 week
• 2 weeks 
• 1 month

We've been using this workaround for years so, as of a few years ago, we had only around 5 or 6 options. It's grown overtime, especially as we switched from a company that provides support during US hours only to a company that provides global support across multiple timezones & countries. I definitely echo what Joel Watson mentioned of showing some common ranges (e.g. 4 hours, 1 day & 5 days) but then allowing agents to select a custom date / time would be awesome. 

If a custom date / time range wasn't supported, the ability for Admins to control whether tickets will reopen based on calendar hours or business hours would be helpful. Before global support, we really liked reopening tickets based on business hours so that nothing reopened on weekends or holidays, but it got a bit complicated when we launched Global Support (our US business hours are 8am-8pm versus other countries we operate in our simply 9am-5pm) plus varying holidays, so had to switch to calendar hours to help uncomplicate things a bit.

Hey Estefania Millan -

You should be able to achieve this by building a report in the Updates History dataset. Instead of looking at the Assignee name, you'll instead want to look at the Updater name.

For the Metric, it sounds like you'll want to look for Tickets Updated since that would include any update, not just updates with a comment.

Here's an example to help give you an idea:

Hope that helps!

Pedro Rodrigues Double checked and can confirm that "name" should be lowercased. Hopefully re-typing everything out does the trick for you, Drago. 🤞 

Hey Beth Flores - Here's the latest update from Zendesk's team but it doesn't sound like they will be moving forward with loosening their suspension rules for security reasons.

Hopefully the workaround I provided above could be helpful for you as it really helped our team when we had this use case. 

Hey Drago - I'm a bit stumped as well. You appear to be in the correct database and, based on the first screenshot you sent, it looks like the error you're seeing isn't showing the exact attribute you're referencing in your formula.

For example, instead of [Update ID], Zendesk appears to be looking for the [ticket_upDates_id] attribute. Any time I've see this error, it typically shows me exactly what I entered in the formula (see screenshot below), so I'm almost wondering if this is a bug? 

I attempted to reproduce this in my own Zendesk account but wasn't able to. If you copied and pasted the formula from this help document, you could try to type it out manually just to see if that resolves the issue (sometimes it oddly does) but, otherwise, it may be worth reaching out to Zendesk's Support team so they can take a closer look at your account & see what's going on. 

Hi Tina - I'm so happy to hear that! This workaround has worked well for us the past few years, so I'm happy to share it with anyone else that may find it useful.

I did notice this comment from Scott (Zendesk Product Manager) the other day, and he shared a Google Form that customers can fill out to share more about the specific use cases they have for wanting to pause an SLA so, if you haven't already, I'd recommend filling out that form as well. I just did it the other day so figured I'd pass it along. 🤞 this is built-in functionality soon!

Jeremy Mifsud Exactly! The timer will still show as red initially but, as long as a public comment hasn't yet been left to satisfy the Next Reply SLA, the breach won't be set in stone just yet since the SLA metric will still be in an Active status. 

Once a public comment is made, the SLA metric status will move to a Completed status, so the breach (or achievement) will be "locked in" so to speak. So, as long as you re-pause the SLA before a public comment is left, you'll be all set.

You also don't necessarily have to leave an internal note when you uncheck the box, but we do to clarify why we re-paused the SLA. You could definitely opt to just check the custom checkbox you created & click Submit without leaving an internal comment. 

Discovering that was a game changer for us & some of our workflows! 🙌

Hi Jeremy Mifsud - It sounds like you may have a trigger that is automatically deselecting the Pause SLA checkbox when a new comment is added by an end user. We have something similar in place to help ensure that these tickets don't get stuck at the back of our queue but, when this happens, my team will review the ticket to understand if it's a "true" breach.

If it isn't a true breach (e.g. we paused the SLA since they looped in someone from their team internally who we are now waiting on and, when this other person responded, it was after our Next Reply SLA would've been due), we'll re-select the Pause SLA checkbox before we respond & we'll leave an internal comment stating that we did this.

That way, when we do respond to the customer, it won't count as an SLA achievement or breach. This solution is definitely a workaround, but one that has worked well for my team's workflows in the short-term. 

Hey Joe - I think creating a Standard Calculated Attribute would be the best way to accomplish this. Once created, you could then add a data filter for the new attribute you just created.

The exact approach you'll want to take will be largely dependent on how you can identify that these customers are associated with your customer's organization.

For example, if you're using Zendesk Organizations, you could build a Standard Calculated Attribute that looks similar to the below:

IF [Requester organization name - Unsorted] = "Customer's Organization Name" THEN [Requester name] ENDIF

However, if you aren't using Zendesk Organizations, creating an attribute based on the customer's email domain may be the route you'll want to take:

IF RIGHTPART([Requester email],12)="@example.com" THEN [Requester name] ENDIF

Hope that helps point you in the right direction!