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Kyle Davis

Joined Apr 15, 2021

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Last activity May 08, 2024

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ACTIVITY OVERVIEW

Latest activity by Kyle Davis

Kyle Davis commented,

CommentTicket management

View comment · Posted May 08, 2024 · Kyle Davis

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Kyle Davis commented,

CommentTicket management

Fajar Cahyadi You need to edit the View and add “ID” as one of the columns.

View comment · Posted May 08, 2024 · Kyle Davis

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Kyle Davis commented,

Community commentZendesk AI EAP - Generative AI

Can this be added to a Sandbox account for testing and then the live account later if it works well?

View comment · Posted May 16, 2023 · Kyle Davis

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Kyle Davis commented,

CommentTicket management

We were updating the ticket number start count and I did a typo of putting in a wrong number and not the numbers are much higher. I meant to put in 48999, but put in 49999. So, now there is a 1000 gap on no cases. Can this be undone?

View comment · Posted Sep 08, 2022 · Kyle Davis

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Kyle Davis commented,

CommentTicket management

Hi,

When a ticket is shared, the user does not have an "Organization" assigned to them.

We have set up a share with just one company and all their users will be from the same company. Is there a way to do a trigger or automation that when any ticket that is "shared" from the other company that it automatically assigned the "Organization" to the user?

View comment · Posted Sep 08, 2022 · Kyle Davis

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Kyle Davis commented,

Community comment Feedback - Ticketing system (Support)

Hi Gaurav,

When you are viewing the user's profile, do you have them set to "Can view tickets from user's org"?

View comment · Posted May 16, 2022 · Kyle Davis

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Kyle Davis commented,

Community comment Q&A - Reporting and analytics

Hi Jack,

 

I would have to look into see if this is possible as well.

However, there is an app that does this. https://www.zendesk.com/marketplace/apps/support/35111/time-tracking/. It tracks how long someone was on a ticket and hit "submit". If they just opened the ticket and then closed it, it doesn't track that. It only tracks how long actually agents were on a case and not light agents.

 

Best Regards,

Kyle

View comment · Posted Apr 15, 2022 · Kyle Davis

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Kyle Davis commented,

Community comment Q&A - Objects, workspaces, and rules

Another option is to create a Trigger that happens during a "scheduled" event or Holiday. So, if you add your Company event to the Zendesk schedule, you can create a Trigger that emails the client about it.

View comment · Posted Apr 01, 2022 · Kyle Davis

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Kyle Davis commented,

Community comment Feedback - Ticketing system (Support)

I would suggest creating a "Group" and assigning the agent to a group. Then create a view for that Group. Then you can assign the Organization to a group as well.

View comment · Posted Apr 01, 2022 · Kyle Davis

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Kyle Davis commented,

Community comment Q&A - Objects, workspaces, and rules

Hi Rolf Hayes,

 

Your trigger looks like it should work. I have one similar. Maybe this will help.

View comment · Posted Apr 01, 2022 · Kyle Davis

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