Graeme Carmichael

1. Community
2. Zendesk Suite Q&A
3. Trouble with backlog reporting

Jake Sorry I missed your reply. You cannot exclude items from the backlog. But perhaps you can use the ON HOLD ticket status to identify bugs? Then you can filter to exclude on hold items.

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• Graeme Carmichael
• Erstellt 24. Januar 2023 08:10
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1. Community
2. Zendesk Suite Q&A
3. Creating a filter for emails coming from a EU domain (@example.co.uk)

 Alex I am not sure how well this would work. But you could try creating triggers based on the requester's time zone. Unfortunately, the requester's domain is not an available option. Meet ALL cond...

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• Graeme Carmichael
• Erstellt 20. Januar 2023 08:53
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1. Community
2. Zendesk Suite Q&A
3. Closed Tickets Triggering Across Zendesk Instances

Samuel Are you using ticket sharing across the two Zendesk domains?

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• Graeme Carmichael
• Erstellt 20. Januar 2023 08:41
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1. Community
2. Zendesk Suite Q&A
3. Discrepancy in tickets solved MTD and YTD for January 2023

Siri I am not sure what is causing the difference. But you may be better using the Zendesk pre built year to date and month to date metrics. I tested on my account and they produced the same values...

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• Graeme Carmichael
• Erstellt 20. Januar 2023 08:30
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1. Community
2. Zendesk Suite Q&A
3. Trouble with backlog reporting

Jake The backlog dataset contains fewer fields than the support ticket and ticket update datasets. Unfortunately, custom fields are not part of the backlog dataset.  So you cannot splice your backl...

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• Graeme Carmichael
• Erstellt 24. November 2022 07:28
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1. Community
2. Feedback - Ticketing System (Support)
3. OR operator for words in the subject

Marco There is no OR operator but searching with the subject:eachWord should work in the same way.  It works for me ;)  

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• Graeme Carmichael
• Erstellt 15. November 2022 21:42
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1. Community
2. Tips from users - Zendesk Suite
3. Restricting Satisfaction Surveys by Date

Chris Are you sure that your automation is firing? That 7 day condition looks like it will prevent the conditions being met   Include the webhook as an additional action in the standard automation....

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• Graeme Carmichael
• Erstellt 15. November 2022 21:31
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1. Community
2. Tips from users - Zendesk Suite
3. Restricting Satisfaction Surveys by Date

Chris-Ivan Yes, this should work. But is it best to use a Webhook and call that from your automation.  

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• Graeme Carmichael
• Bearbeitet 15. November 2022 10:36
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1. Community
2. Zendesk Suite Q&A
3. Creating Custom Attribute for Assignee Name

Charles Create 2 custom metrics: Blank is  Assignee IF ([Assignee name]=Null) THEN [Ticket ID] ENDIF Assignee is Not Blank IF ([Assignee name]!=Null) THEN [Ticket ID] ENDIF   Note that you do n...

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• Graeme Carmichael
• Erstellt 2. November 2022 15:34
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1. Community
2. Zendesk Suite Q&A
3. Dynamic Content in Sandboxes

Matt There is a Premium Sandbox feature that allows dynamic content to match your production service. Alternatively, you can create the base dynamic content via the API as well as the language vari...

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• Graeme Carmichael
• Erstellt 31. Oktober 2022 15:42
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