Russ Milton

Ricardo Pinto I've used the formula to create the start of week however which works fantastic.

However, the sort like time attribute doesn't seem to work for me. I set up the dates as "dd-mmm-yyyy" but it will sort by the day number rather than sorting by the date as a whole.

eg. it sorts like this
01/01/2022
02/02/2022
08/01/2022
15/02/2022

as opposed to this:

01/01/2022
08/01/2022
02/02/2022
15/02/2022

Hi @... thanks for sending this.

Given it a try however I cannot find a NULL entry for an organisation. I've tried leaving the field blank or entering "-" but get the following error:

Lou What would be the way to do this? I've looked at the available fields and options and I can't quite fathom how I would put this together. 

Hi All,

Is there a way to prevent an agent from solving a ticket if the end-user's organization is blank. it's difficult to use explore to create any kind of tables of end-users without a organization and I think although initially annoying this would ensure agents are linking end users to their relative organisations.

just a note using domains does not work for us as we are B2B and use many different customer sites contact us with the same email domain so not a quick solution to this.   

Agreed, i've been asked this question by many agents regarding the dashboard. They find the 'updates' on the left hand side entirely redundant (at least for us).

Any ability to add additional fields to the dashboard view or possibly default to a view per group/user would also be useful.  I think it may be worth considering a 'following/cc' tickets tab at the top next to the dashboard tab. Would make light agent functionality easier to navigate

This would be a fantastic use of the light agent functionality. We'd love to utilise the light agent feature more across our business as we have many internal teams who do not require communication with external customers but still assist with internal enquiries as they move through the business. 

I understand the reasoning for the limitations on light agent functionality but these make it so difficult to utilise Zendesk across our business.

+1 on Rob's comment, the ability to export all team members to excel just to get visibility of who is assigned to what roles would be massively beneficial. Trying to manage a couple of hundred agents with additional light agents on top is really difficult without this feature.

Side Conversation comments would be useful just to see what was sent, who it was sent to etc.

Lou ah great, thank you for letting me know!

I've got this set up and has been working for well a while and has become key to our processes, Are we able to convert this target to a webhook?

When I've tried it doesn't look like it's possible (maybe due to basic authentication?)