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Graeme Carmichael

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Neueste Aktivität von Graeme Carmichael
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    Graeme Carmichael hat einen Kommentar hinterlassen

    Loren Yes you can track how a field value has changed over time in Explore. Create a new Query, choose Support as the product, and then choose Ticket Updates as the dataset. Under Rows, expand the ...

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    Graeme Carmichael hat einen Kommentar hinterlassen

    Tien Unfortunately, in Explore you cannot choose metrics from multiple datasets in a single query. Instead, you create multiple queries then display the queries in a single dashboard. In the Ticket...

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    Graeme Carmichael hat einen Kommentar hinterlassen

    Davy This follows a recent change. It  is unfortunate that this makes it harder for customers, but it is necessary to stop Zendesk's emails being used to spam users.  You can see the details here. ...

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    Graeme Carmichael hat einen Kommentar hinterlassen

    Tom You should use Updater. Ticket assignee only shows who is currently assigned to the ticket. Updater belongs to ticket events and shows who made each change. So that is the way to go. This examp...

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    Graeme Carmichael hat einen Kommentar hinterlassen

    Sharon  Just noticed you are using Insights. So the tag reporting is here.

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    Graeme Carmichael hat einen Kommentar hinterlassen

    Sharon Yes that is correct. After you apply a macro to a ticket, you can then check if it has worked by looking at the ticket events. Hope that helps.

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    Graeme Carmichael hat einen Kommentar hinterlassen

    Sharon The first thing to check is that you have tickets with the expected tags. In Support, use the advanced search and find ticket with a tag. For example, search for: tags:mytag This will conf...

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    Graeme Carmichael hat einen Kommentar hinterlassen

    Todd Moving to Explore is a struggle at first. Just keep with it and you will be fine. You can clone the Zendesk provided dashboards and then look at how their queries have been put together and tr...

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    Graeme Carmichael hat einen Kommentar hinterlassen

    Helen You will not be charged after downgrading an Agent to an End User. You are only charged for Agent accounts.

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    Graeme Carmichael hat einen Kommentar hinterlassen

    Diego You may have to move to Explore for this. While you can find tickets that were on the backlog that were re-opened. In Insights, you cannot say what status a ticket was in at the end of any sp...