Matt Hoffman commented,
Hi @Codeninja - I have created a ticket with our Support team to look into this. It would be helpful if you can provide them with some specific timestamps/API calls and the responses that you get b...
Matt Hoffman commented,
@Jennifer - we're glad you asked! We recently released this feature, Linked Ticket Reporting. It will allow you to report on which JIRA issues have the most Zendesk tickets linked, as well as the T...
Matt Hoffman created an article,
Question If you have Chat integrated with Support, chat sessions can create tickets in Support. What data is sent in from Chat to Insights? Answer Insights receives all ticket data other than the t...
Matt Hoffman commented,
@Yulia I have created a support ticket on your behalf for this issue - #2192602. Once our support team has a chance to triage and route the ticket to the appropriate team, someone will reach out in...
Matt Hoffman commented,
@Catharine At this time, the best option is to make a view that shows tickets with the tag jira_escalated. This tag is automatically applied to Zendesk tickets at the time that a JIRA issue is crea...
Matt Hoffman commented,
@Wolfgang - you can expose the Zendesk Ticket Assignee by going to Manage Add-ons > Zendesk Support for JIRA > Configure, and checking Assignee.This will show it here: You'll see I have also...
Matt Hoffman created an article,
Question If you are exporting Zendesk data into another system (such as for an ETL application), you will be working with the various IDs that Zendesk uses to identify users, tickets, groups, and o...
Matt Hoffman created an article,
Question You may have noticed that it is possible to receive the response portion of an API call in languages other than English. How does Zendesk determine the language in which an API response is...
Matt Hoffman created an article,
Question The Admin > Business Rules > Triggers page contains a list of all of your account's active and inactive triggers, with a column for Last Updated. This allows you to see when a trigge...
Matt Hoffman commented,
@Brill - If you make the field required at the Field Configuration level, you can control when it appears by adding or removing it from screens on a project-by-project basis.