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Melanie Hobman
Joined Apr 15, 2021
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Last activity Oct 07, 2024
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Latest activity by Melanie Hobman
Melanie Hobman commented,
Luke Ashton you set the login requirement for end users under Admin Centre > Account > Security > End Users
Under People > End users > Anyone can submit tickets should be enabled
This will require users to login to the portal but also allow anyone to send an email to your support email address.
View comment · Posted Nov 30, 2023 · Melanie Hobman
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Melanie Hobman commented,
Do you have any new information regarding this matter?
We attempted to transfer calls to our external numbers for each group, but it created tickets with our phone number in the system, which caused confusion.
Unfortunately, we are receiving a significant number of customer complaints because we cannot perform warm transfers to groups.
View comment · Posted May 11, 2023 · Melanie Hobman
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Melanie Hobman commented,
+1 on this thread, agent to agent transfer is not a good solution to this issue, the transfer should be going to the next available agent in the group not have agents in one group picking the specific agent they want to transfer to in another group.
Transfers should behave the same as an incoming call and go to voicemail if unanswered.
View comment · Posted Nov 11, 2022 · Melanie Hobman
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Melanie Hobman commented,
Hi,
We are currently trialling Talk in very early stages, and have the same structure as Bthomas, I was thinking we could do a work around by transferring to the group via a separate Talk number rather than cold transferring to the group and manually assign the ticket across to the answering agent in the group.
My concern with this is would we then get double billed for the call or does the charging on the inbound number stop when it's transferred to another number? I am assuming it does since the number for all Zendesk Talk knows is external?
Also it could get messy with duplicate tickets and merging potentially so we would have to see how that goes.
Any advice on this would be appreciated.
View comment · Posted Mar 24, 2021 · Melanie Hobman
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Melanie Hobman created a post,
Hi,
It is possible to specify the width of the legend in Explore when it's right or left, but not the height when it's placed top or bottom. Being able to specify the height would allow the full legend to be viewed instead of only a single row, depending on how many metrics/attributes are in the legend this would allow the full legend to be displayed or at least more than one row which is not at all user friendly and not exportable. In some visualisations it is much more visually appealing and consumable to have the legend at the bottom e.g. Pie charts.
Thanks
Melanie
Posted Mar 23, 2021 · Melanie Hobman
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Melanie Hobman commented,
Thanks for the work around,... this is a great work around to get the information I need.
View comment · Posted Feb 18, 2021 · Melanie Hobman
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Melanie Hobman created a post,
I have a Dashboard with approximately 10 tabs.
The time filter on each tab is bookmarked for the last calendar month with the exception of the final tab which provides a 6 month high level summary so is bookmarked for the last 6 months rather than 1. I also have a "Ticket Organization" filter on each tab unfiltered by default.
If I filter to a single Ticket Organisation, this does not carry across all tabs unless I load each tab in full with the default filter, then go back and apply the filter to ticket organisation. This is extremely time consuming. This also changes the final tab to a one month filter so I've come to the conclusion we probably now need to send our customers multiple reports... for the previous months data then a trend report showing multiple months.
Has anyone else has this issue with having to load multiple tabs before applying a filter and has anyone found a work around?
Thanks
Posted Feb 18, 2021 · Melanie Hobman
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Melanie Hobman commented,
I found a resolution to this one
First I needed to create a custom metric for each as below
IF SUM(No. of TEM: Username Updates) = NULL
THEN 0
ELSE SUM(No. of TEM: Username Updates)
ENDIF
Then I was able to sum the custom metrics together :)
View comment · Posted Nov 12, 2020 · Melanie Hobman
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Melanie Hobman created a post,
Hi,
Hoping someone may be able to assist.
I'm trying to add multiple numeric fields in Explore,... previously in Insights I had as below (small sample, this contains over 50 metrics being summed).
I have not been able to figure out how to replicate this Metric in Explore, the below works as long as there are no filters because there are no NULL values in the full ticketing history, but as soon as I apply a filter to a date range (e.g. 1 month) the Query returns blank. I can't seem to get the correct syntax in the metric for dealing with the NULL values as a 0.
I tried using Result Manipulation > Metric Filter > Remove blank values but it didn't make any difference.
Thanks
Melanie
Posted Feb 07, 2020 · Melanie Hobman
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Melanie Hobman commented,
I jumped the gun a little, using the HTTP trigger removed all the organisations from the user and updated the Organisation to only the last one set by the trigger. Over 200 tickets updated to the incorrect Organisation because the tickets are being generated from a single email address for multiple customers.
The trigger would work if only one Organisation was required for the particular email address making the request but in our case we need to align just the ticket generated to the correct Organisation based on the email address it's received at, but I think I may be able to achieve this by using the below instead.
https://{subdomain}.zendesk.com/api/v2/tickets/{id}.json
View comment · Posted Feb 04, 2020 · Melanie Hobman
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