Ilaria

Hello! Isn't it possible to implement a language switcher also on the mobile version of the Help Center? Thanks!

Hello Zendesk support, I have a question regarding the “SLA active tickets” metric. For example, for the month of June 2024, I see we had 186 SLA active tickets. Does this number just mean that, in June, 186 tickets had an SLA applied? Because it's confusing for us, as it seems like we still have 186 tickets with an unachieved SLA, but all of them were achieved instead. When I drill in, I see that 0 tickets have an active SLA. 
So I guess that metric just indicates how many tickets in total had an SLA applied, even though they're now all achieved? Thanks.

Hello! I'd need some help with the advanced search. As you can see from the two screenshots below, when I search for a few email addresses, nothing appears in the Users tab. But under the Articles tab, there are always some articles that I have no idea why they get associated to that person (since they're all end users). In the first screenshot, searching for a user I see one of our Articles. But in the second screenshot, searching for another user I find a whole list where it's always the same article, repeated 7 times, and in Japanese (the user isn't Japanese). This happens no matter which user's email I search with. I looked in these articles' settings, and nothing has been changed from how they were before. Is it just a Zendesk technical issue or what else? 

Screenshot 1:

Screenshot 2:

Hi David Stalker, the suggestion to create a custom attribute was very useful, thank you!

However I'm still having issues, because if I use the new attribute to filter the report, I get the error "No data available. Check your filters and calculations".

I've double-checked and the custom attributes are correctly set.

Maybe this is an issue caused by the fact that I have two metrics there... one for tickets and one for Problem tickets. I applied those two different tags only to Problem tickets, because I wanted the report to show me only the Problem tickets that have Tag_A, or problem tickets that have Tag_B, and to also show me how many incidents are in each of them. The incidents don't have either of those two tags. I was hoping that Explore would be more user-friendly from this point of view :( 

I agree with Mike, it would have been useful for us (for brand purposes) to customize that message but looks like it's not possible... also, even if I use an article as a landing page for confirmation, wouldn't the end user see the "Was this article helpful?" question?

Hi, I'm struggling with a specific type of report I'd like to build with Explore.
I created a report where I have a list of all of our Problem Tickets, and for each of them, the number of incidents for Android users and for iOS users of our app.

Here you can see how I made it (and I hope I did it well):

• in the Metrics I added COUNT(Problems) and COUNT(Tickets); 
• in the Columns I selected the custom field we put in our tickets to map users as iPhone or Android users;
• in the Rows I chose Ticket Problem ID and I excluded NULL;
• and in the Filters I added a filter for tickets created this year.

Now, I wanted to clone this report into two more granular reports: one only for Problem Tickets that contain a specific tag, and the other only for Problem Tickets that contain another tag. 

I tried to create a custom metric like this:

IF (INCLUDES_ALL([Ticket tags],"name_of_the_needed_tag")) THEN [Ticket ID]
ENDIF

And to use this new custom metric in place of COUNT(Problems).
But I can't for the life of me manage to make it work. No matter what I tried, the report ignores this custom metric and keeps showing all the Problem Tickets, instead of showing only the ones with that tag. As if COUNT(Problems) was still there under the Metrics, even if I removed it and I put my custom metric. 
What should I do to make it work? Any help will be very welcome!

Hi all! I'm reviving this thread because I also was interested in changing the confirmation text from "Your request was successfully submitted" to a personalized copy, translated into different languages with the Dynamic Content.
I tried the solution that Vlad suggested back in 2018 and I tried it by adding that JS code into the Footer or the Header; but it didn't work. 
Is there any new solution I should try with? I also tried the one that Frankie suggested before Vlad, but it also didn't work :( 

Gabriel Manlapig I don't know why I haven't figured this out before haha, Occam razor! Thank you very much! :) 

Hi, as the title says, I'm working on the Guide page and I'd like to change the subtitle "Please choose a request type below", putting a different one by using the dynamic content so I have it translated to different languages. I went through the code on Zendesk Guide but I couldn't find where to change this. 

Thanks for your help!

Hi Zsa Trias, thanks! I realized that when I placed the time filter on the dashboard, I didn't set any time attribute to the filter (such as "Ticket created"). Problem solved!