zach.prasser

Does the condition 'Subject text' mean the subject title of the email/support-request? I'm looking to make a Trigger to add a tag that will automatically assign the ticket to a queue for a group of agents to handle, if the ticket has "Voicemail from" in the subject line of the ticket/email. 

I'm trying to disable a View we don't use anymore, however I run into the following error:

Any idea what could be preventing me from disabling the view? I've tried changing the 'who has access' to be only me, but that threw the same error above. 

Can you insert a GIF into a public reply to a customer? 

I checked tickets for the tag I created with my automation, but I'm not seeing that the survey was offered in the Events of any tickets after 48 hrs of a Solve. I also searched for the tag and came up with nothing.

Do you have to designate a Channel in order for the automation to work? Right now, I have it set as:

Could it be that I have 'Ticket: Channel > is not > Voicemail', instead of something like 'Ticket: Channel > is > Email'?

Hello,

When using the filter in Search for Updated Date>Past Week, does this show everything from the previous week or the last seven days? To clarify:

- Past week = Mon-Sun, 7/5/2021-7/11/2021

OR

- Last seven days = 7/9/2021-(today)7/15/2021

I know that Explore for Professional and Enterprise plans has 'Last Week' as Mon-Sun of the week previous to the one we are in, but I'm not sure if that is the same for the Search Filter in the Team plan. Please let me know and thank you for your time!

Hello,

I'm looking to make a query to show the number of Bad CSATs for each day in a given month, showing how many Bad CSATs were reported by Ticket Topic (Late Orders), and have the graph also show the line for the CSAT%. Basically, this would help reflect how the number of the tickets with a specific Topic affected the overall % of our CSAT.

Is there a recipe for this, or is this even possible? Thank you!

Hello!

I have Organizations created for a US team and a Canadian team of agents (support@subdomain.zendesk.com, VS support.ca@subdomain.zendesk.com).

From what I understand, I need to add the support.ca@subdomain.zendesk.com to Channels>Emails, but I'm unsure if I need to use 'Connect external address', 'Create new Zendesk address', or 'Connect other' when adding this new Canadian email address. 

I'm trying to route all tickets sent to support.ca@subdomain.zendesk.com, to a View for those Canadian agents to work out of. I would be creating a Group of agents to then belong to the Canadian Organization so that they would see New tickets come into the 'New - Canada' View we created. 

Please let me know which option I should use when adding the support.ca@subdomain.zendesk.com to our Channels>Email Support addresses panel, as well as any other steps I should take to ensure the agents in the Canada Group get those New tickets in the Canada View. Thank you so much!

With gratitude,

Zach

Hello,

I'm creating an Automation to send the customer a follow-up message, for when an agent responds to the customer's request, but the customer hasn't replied to the agent's response in 72hrs (calendar hrs):

I have the Automation performing an 'Add Tag' action to nullifying the automation from occurring again if the customer still hasn't responded in another 72hrs. 

I'm trying to create another automation for when the customer still has not replied, even with this initial follow-up message above. However, I'm not sure what conditions will need to be met for another automation to send a second (final) follow-up response letting the customer know that we are Solving/closing the ticket due to no response. This would be for when we've sent this (above) follow-up message, and another 72hrs have passed since the time that the automation above was sent. 

Please advise, and thank you for your time!

Thank you for your attention here, Jonathan!

I have a colleague who was informed by some clients, that stated creating tickets requires the status to be submitted as Pending upon creation in order for the customer to receive the email. I don't believe this is true and tested this myself in one of our instances, but I just wanted to make sure there isn't a rule/setting for a ZD account that prevents an agent from creating a ticket unless it is submitted as Pending upon creation. I'm not aware of a rule/setting that has this as a requirement when creating a ticket. 

Hello,

I'm looking to create a single query that compares the CSAT% of a Group of on agents, with other Groups of agents. I can make the individual queries and filter by the agent names within the group for the CSAT% average as a group. I can then make a dashboard with this metric and clone the query for the different groups, however I'm trying to make it so it's not as busy-looking on the dashboard with having multiple queries. Is there any way I can set up the groups in a single query to show each group's % as a column in a column graph?