Zsa Trias
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Last activity
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Activity overview
Latest activity by Zsa Trias-
Zsa Trias commented,
Hello Judy, First, you can create an metric that would return the number of tickets that were set to Closed status. This can be achieved in the Updates dataset. Here's how the formula should look l...
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Zsa Trias commented,
Hello there, It is actually an inborn rule that if an end-user replies to a ticket, requester or not, that the ticket should re-open. There is no need to create a "reopen trigger" for this.Referenc...
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Zsa Trias commented,
Hello Jason, You can use Mail API to tag tickets that are agent forwarded to your support address. Then, you can use this tag in order to build a business rule to send a notification when this tag ...
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Zsa Trias commented,
Hello Jason, The feature you're looking for seems to be the one explained on this article: Forwarding an email message to your support address When you enable the feature "email forwarding" for ag...
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Zsa Trias commented,
Hello Stefan,There are view conditions that are related to SLA that you can use. These are: Hours since last SLA breach Hours until next SLA breach Please see this article for more information: C...
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Zsa Trias commented,
Hello Jack, If the user was on-hold and disconnects, that should be an "abandoned call" in Explore as it is one of the call stages mentioned below: Abandoned calls The number of calls that ...
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Zsa Trias commented,
Hello Jennifer, It looks like there are two different types of double-quotes used in your code, which is why it's not working properly. One is the straight, plain text quotes, and the other is curv...
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Zsa Trias commented,
Hello Paul, There's currently no setting where you can add columns under the organization page.As a workaround, you can probably create a view to show tickets for that organization where you can ad...
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Zsa Trias created an article,
My custom ticket field attribute is not returning any results
Issue symptoms I created a custom attribute for a custom ticket field, and the attribute is not returning the expected field values. Default reporting on the custom ticket field returns a value. Wh...
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Zsa Trias created an article,
Service Incident - March 25th, 2022 - Support | Multiple Pods - Blank ticket screen issue
Summary From March 24, 2022 at 19:00 UTC until March 25 at 10:00 UTC, a subset of Zendesk Support customers on multiple Pods experienced blank ticket screens when loading tickets in the product. Ti...