Gab Guinto
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Activity overview
Latest activity by Gab Guinto-
Gab Guinto commented,
Hi Louise, I'm afraid this is not possible at the moment. You may only send comments from Jira to a Zendesk ticket (Adding a comment to linked Zendesk Support tickets from a Jira issue), but the in...
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Gab Guinto commented,
Hi Joanna, Looks like you were able to build the custom metric needed to calculate the time from when the checkbox is selected until resolution. This should already give you the date_diff between t...
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Gab Guinto commented,
Hi Gaurav, You can duplicate an attribute and select which dataset you want to save it to. Here's a sample: Note that the attribute will only work if the elements referenced in the formula can al...
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Gab Guinto commented,
Hi Shaun, I'm afraid this is not possible at the moment. Ticket field values may only be selected during the Transfer to Agent step; at this time, the Flow builder does not have the functionality t...
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Gab Guinto commented,
Hi Abby, You can organize the values thru a custom group attribute (see Creating groups) based on your custom field attribute. You may aggregate results from these two field options; when you use t...
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Gab Guinto commented,
Hi Erin, Yes, this is possible in Explore. First, create a custom metric using the INCLUDES function (see Finding tickets containing a tag). You can use this metric so that your report will only di...
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Gab Guinto commented,
Hello, There is no option in Explore reports to pull up the corresponding value tag from organization/user/ticket field. You'll need to use the native Ticket tags attribute as query filter and sele...
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Gab Guinto created an article,
Service Incident - July 20th, 2021 - Support and Guide Login Issues
SUMMARY 01:05 UTC | 18:05 PT We have many confirmed reports that this is now resolved. Thank you once again for your partnership and understanding. 00:54 UTC | 17:54 PT We have resolved the issues...
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Gab Guinto commented,
Hi Shifi, The business rules discussed above apply to email notifications. These won't work for sending replies thru other channels such as WhatsApp. If your WhatsApp channel is connected through s...
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Gab Guinto commented,
Hi guys, Thank you for posting your feedback in here! We appreciate this. I'll mark this as product feedback so that this will be aggregated as a part of our Voice of the Customer program that prov...