Tiziano Di Rauso

Normally, this error can be caused by the following:

• The sender of the message was suspended. 
• The sender's email is a support address.
• The suspended ticket contains only attachments but doesn't contain any text. Zendesk can't recover suspended tickets that don't contain text. 

https://support.zendesk.com/hc/en-us/articles/4408836088986-Error-Suspended-ticket-could-not-be-recovered

Error should specify the reason for failure instead of being send as a “Default” blank error.

All 3 reasons should be easy to communicate if triggering the error.

Submitted the idea for dynamic filtering of metrics based on Assignee here https://support.zendesk.com/hc/en-us/community/posts/7110038339098 
 

Found this is a limitation while trying to compare Agent metrics against global team metrics.
While it is doable hardcoding individual agent metrics one at a time as s discussed here , It is currently not possible to create a unique metric to dynamically compare individual agent metrics against the whole team.

Instead of having to hard code metrics for each agent, it should be possible to create a dynamic metric that adjusts itself based on the dashboard filters. 

This way the "Assignee" dropdown could be used to switch across agents, while the report and dashboard remains unique.

 

Dynamically adapting dashboard data based on viewer

Correct this won't work because the goal here is to allow manager to view agent performance vs team performance. The moment you adapt the data for a specific agent, you loose the capability of comparing it with the broader team data.

What we need is to be able to use the complete agent list as a filter in custom metrics, that way you can have the data dynamically change by changing the dashboard filter to the agent you which to adapt the data for.
 

It is annoying that we can't get this to work using Data Filters in our dashboards. Filtering by Assignee name would be a great way to have the metric dynamically change for each agent. I'm sure this is a feature that would be appreciated by any Zendesk user managing a team

We need this to be able to include the SLA in automated responses.
That way we can inform the end-user the expected wait time on each interaction.

This is already doable using a third party API call to zendesk, so there should be no technical limitation to implement it as an internal feature.

This seems like an oversight, we can filter views by status but we can't group them by the same metric? Please correct this!

Forms have no search capability AND it is not possible to auto-sort them in the dropdown.

This makes it SUPER tedious to pick the right one as an agent.

WE NEED THIS ASAP