Shannon Pesta
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Total activity97
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Last activity
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Activity overview
Latest activity by Shannon Pesta-
Shannon Pesta created an article,
What is the difference between calendar hours and business hours conditions?
Question I am creating an automation using a Ticket: Hours since condition. I see hours options for (calendar) and (business). What is the difference between calendar hours and business hours? Ans...
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Shannon Pesta created an article,
Explore error: "Network error" when selecting a dashboard data filter
Issue symptoms I added a data filter to my custom dashboard in Explore. When a filter value is applied while editing the dashboard the error Network error appears. Resolution steps The error Netw...
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Shannon Pesta created an article,
Does Zendesk support custom code?
Question I'd like to customize features in my account that are not natively possible. Does Zendesk support custom code? Answer Zendesk does not support or guarantee custom code. If you add any cus...
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Shannon Pesta created an article,
Why is my full JSON export not a valid JSON?
Question Why is my full JSON export not a valid JSON? Answer Full JSON export files can be very large. While the file is not a valid JSON, each line within the file is valid JSON. It may not be pos...
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Shannon Pesta created an article,
What Talk number is used to place outbound calls from tickets?
Question What Talk number is used to place outbound calls from tickets? Answer The number used when placing an outbound call differs from how the call is initiated in the ticket. If the call is pla...
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Shannon Pesta commented,
Hi Catriona! Welcome to the Community! The behavior you outlined sounds like you may also be using brands with your Talk numbers. Using brands in Talk, changes the behavior slightly. When placing c...
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Shannon Pesta created an article,
Can I have two custom ticket fields placed side by side in the agent interface?
Question I notice that the default Type and Priority fields are placed side by side in the agent interface. Can I have two custom ticket fields placed side by side? Answer No, ticket fields canno...
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Shannon Pesta commented,
Hi Doug! Welcome to the Community! The pros and cons of using Zendest Talk over the RingCentral integration are mainly based on preference. RingCentral integration does require the additional purch...
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Shannon Pesta created an article,
What does Ticket status - Unsorted mean?
Question What does Ticket status - Unsorted mean in Zendesk Explore metrics? Answer Ticket status attribute is designed to be sorted from newest to oldest (new, open, pending, on-hold, solved, clos...
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Shannon Pesta created an article,
Can I display first reply time in seconds?
Question The default metric for the first reply time is in minutes or hours. Can I display first reply time in seconds? Answer Yes, you can create a calculated standard metric that shows the value ...