Dayana F.

I'm having the same issue.

Can you help me with this? This is a big problem in my operation today.

I recently added WhatsApp channel to Zendesk using the native channel.

I had it with a third party app and it was working really good. Now, I have it in Zendesk and it's a disaster for me.

Hi there.

I'm having problems with WhatsApp.

I have a trigger that read the comment and based on key works it should route the ticket to the right group. 

When the ticket is created in Zendesk the ticket visibility is PRIVATE, and 15 minutes after change to PUBLIC. Only until this moment the trigger fires. So, this is a real problem for me because I'm taking so much time for attending the tickets. 

I need help here.

I need the FRT SLA for WhatsApp too. Is there anything new for this? Thanks

Hi there!

I need to build a query to get the total time spent by agent on tickets!

For example:

Ticket ID 1 is created

TIER 1

-Agent 1 receive the ticket, and he has it assigned during 1 day, the reassignee to Agent 2
-Agent 2 has 3 days the ticket assigned, THEN solve it.

I need to get that in TIER 1 group the ticket ID #1 was 4 days since creation upon solving. Of those 4 days was 1 day with Agent 1 and 3 days with Agent 2.

I'm doing it like this in Tickets Updates Dataset but I think I'm doing it wrong:

This is the standard calculated metric I created:

IF ([Changes - Field name] = "group_id"
AND [Changes - Previous value]!=NULL
AND [Changes - New value]!="0")
THEN (VALUE(Total time spent (sec)))/3600
ENDIF

I hope you can help me :)

Hi there! I'm working with the new Zendesk Messaging Widget. I don't know how to offer my ticket form now I'm using this feature. Can you help me?

Yes, a time field would be great!

Hi, where can I vote?