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Tim Grimshaw

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Activity overview

Latest activity by Tim Grimshaw
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    Tim Grimshaw commented,

    Hi Team! I also got my hopes up after seeing the title of this article - I was hoping to report on Light Agents in a similar way - basically wanting to report on when a Light Agent first created an...

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    Tim Grimshaw created a post,

    Setting Holidays for specific timezones / business hours.

    Hi! I'm sure others have bumped into this, so I thought I'd post here to see what other ideas or workarounds there might be for this situation. In short, we're wanting to change our auto-replies ba...

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    Tim Grimshaw commented,

    Thanks Chandra! Yeah, I had hoped to not have to do it 'manually' by excluding people's names - means a lot of maintenance when people leave / join / become a full agent instead of light agent or v...

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    Tim Grimshaw commented,

    + 1 on this... I was looking for the same thing - I was hoping that the updater 'role' field would let me select the actual role listed, e.g. whether the person is a light agent, or administrator, ...

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    Tim Grimshaw commented,

    Interesting! Good to hear... Vincent, do you have any info on that too please? As well as the variable filter component, we're really keen to get the email version of that working too - so that you...

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    Tim Grimshaw created a post,

    Customizing the 'Reporting' page in Zendesk Support when you migrate to Explore

    I had a comment on this page: https://support.zendesk.com/hc/en-us/articles/360002056488/comments/360005251774 Which I'll repeat here on advice from Rob - thanks Rob! :)  The summary is that when y...

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    Tim Grimshaw commented,

    Hi Rob, Sorry if I'm missing something obvious - in this article it mentions: Note: After you move to Explore, the Overview, Leaderboard, and Satisfaction tabs are removed. You can use Explore pre-...

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    Tim Grimshaw created a post,

    Ability to Report on Tag changes in the 'Support: Ticket Updates' data set.

    It would be great if there was a way to report on which tickets have had a tag of 'test' at some point (e.g. they had the 'test' tag for x number of updates, but it has since been removed)? Basical...

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    Tim Grimshaw commented,

    Thanks Rob! I've put a new post up over on https://support.zendesk.com/hc/en-us/community/posts/360048842354-Reporting-on-Tag-changes-in-the-Support-Ticket-Updates-data-set- - will wait to see if t...

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    Tim Grimshaw commented,

    Hi Everyone! Apologies if this has been answered somewhere... I've been hunting around, but can't find anything specifically related to the 'Support: Ticket Updates' data set. Is there a way to rep...