Amy Dee
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Total activity77
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Last activity
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Member since
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Following0 users
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Followed by3 users
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Votes27
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Subscriptions18
Activity overview
Latest activity by Amy Dee-
Amy Dee created an article,
Error code 550 5.7.x in Microsoft Exchange
Issue symptoms End users receive a 550 5.7.x error code from Microsoft after they send emails to a support address. The emails don't reach Zendesk. There are several types of messages that accomp...
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Amy Dee commented,
Hi Jarrad Richards! A business hours badge could work, but it would require total consistency: one schedule that never changes; no holidays (or exhaustively communicated holidays); all users in the...
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Amy Dee commented,
Hi Leif Cederblom! At this time, Explore only captures SLA durations after the target has been fulfilled. There is no way to create an Explore report that shows live SLA counters for breached ticke...
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Amy Dee created an article,
What's the difference between Update ticket ID and Ticket ID in the Updates history dataset?
Question In the Updates history dataset in Explore, I see the attributes Update ticket ID and Ticket ID. What's the difference between these two attributes? Answer The difference between Update ti...
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Amy Dee commented,
Hi Aarti! At this time, our business rules don't support multiple sets of "OR" conditions within the same rule. You wouldn't be able to capture that level of detail within a single set of SLA cond...
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Amy Dee commented,
Hi Aarti! An SLA will only apply if you specify a target for that metric and priority. You can certainly add targets for Urgent and High priority but leave Normal and Low blank. If you do that, SLA...
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Amy Dee commented,
Hi CJ Johnson - Thanks for following up! There may be a misunderstanding here, so I want to clarify a couple points. This isn't a recent change in behavior. This is how the account JSON exports ha...
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Amy Dee commented,
To Aleksandar Salevski - the JSON export tool uses NDJSON, or "Newline Delimited JSON" format. This format returns a series of standalone JSON objects separated by line breaks. It's optimized for s...
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Amy Dee commented,
Hi Jonas! Hi Alexandre! The SLA badge is designed to help agents prioritize their work in real time. It's important for the badge to be on the same scale for all tickets, so agents can tell which ...
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Amy Dee created an article,
Explore recipe: Creating alternate SLA metrics
What's my plan? There are some rare cases where SLAs have accurate metric data but are saved in the wrong status. For example, this can happen when an existing schedule is changed. Any tickets t...