Chandra Robrock

1. Community
2. Support Q&A
3. Notifications when mentioned / following without E-Mail

Hi David Hahl - Sure thing! I ended up writing a User Tips post shortly after this community post since I had a feeling others might find it helpful. :)  Feel free to check it out here (https://sup...

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• Chandra Robrock
• Erstellt 15. April 2021 13:02
• 1 Stimme

1. Community
2. Explore Q&A
3. Total Time Spent calculates differently in Explore - why?

Lucy Child Based on what I had seen within my own Zendesk instance earlier today, I believe it's because you're looking at three different metrics in your Explore query. For instance, in the exampl...

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• Chandra Robrock
• Erstellt 14. April 2021 17:33
• 0 Stimmen

1. Community
2. Explore Q&A
3. Total Time Spent calculates differently in Explore - why?

Hi Lucy! I attempted to reproduce this in my own Zendesk instance but wasn't able to. I have a hunch you might be looking at the SUM of the Total Time Spent (sec) metric rather than the AVG but I'm...

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• Chandra Robrock
• Erstellt 14. April 2021 13:34
• 0 Stimmen

1. Community
2. Support Q&A
3. How to attach an image in the middle of comment

The ability to paste images in Zendesk will depend on what settings an Admin has configured within your account. This help article should be helpful for you: https://support.zendesk.com/hc/en-us/ar...

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• Chandra Robrock
• Erstellt 13. April 2021 13:34
• 0 Stimmen

1. Community
2. Explore Q&A
3. Zendesk Explore EVENTS by a time frame

Hi Ron Stuckey! It sounds like the SLA Update attribute would work well for your use case.  This Explore recipe might be helpful for you as well: https://support.zendesk.com/hc/en-us/articles/36002...

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• Chandra Robrock
• Erstellt 9. April 2021 13:33
• 0 Stimmen

1. Explore
2. ...
3. Building and customizing queries
4. How are one-touch resolutions calculated with Explore?

Hi Jessica Manipon! If there are two or more Agent Replies (i.e. public comments left by an agent) on the ticket, it wouldn't be considered a one-touch ticket. 

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• Chandra Robrock
• Erstellt 6. April 2021 13:48
• 0 Stimmen

1. Community
2. Support Q&A
3. Creating new views / Making changes to existing views

Hi Qing En Low - In my personal experience using Zendesk, they have continued to support any legacy plans that I have been on.  That being said, since I don't work for Zendesk, I'd recommend reachi...

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• Chandra Robrock
• Erstellt 29. März 2021 17:34
• 0 Stimmen

1. Community
2. Feedback on Support
3. Ticket custom field mandatory when is empty

Hi Amelia De La Maza - Does your plan include Conditional Ticket Fields by chance? If so, you could add this ticket field as a condition and then make it required when the status is Pending, On-Hol...

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• Chandra Robrock
• Erstellt 29. März 2021 12:59
• 1 Stimme

1. Community
2. Support Q&A
3. Creating new views / Making changes to existing views

Qing En Low It's possible that you're on a legacy Zendesk plan that does not include the ability to create custom views (i.e. the Zendesk Essential plan).  If you're on a legacy plan, this help art...

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• Chandra Robrock
• Erstellt 29. März 2021 12:39
• 1 Stimme

1. Support
2. ...
3. Agent guide for Support
4. Viewing and understanding SLA targets

Hi Harold! According to Zendesk's help documentation, it says "Tickets set to Solved immediately fulfill all active SLA targets" so I'm not sure why you'd see an SLA Metric that was in a Closed Sta...

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• Chandra Robrock
• Erstellt 26. März 2021 13:21
• 0 Stimmen