Chandra Robrock
I'm Chandra & I lead a team of Technical Support Specialists at FullStory. I've been using Zendesk for many years and have personally experienced how helpful the software can be for providing superior support. In my downtime, I serve as a Zendesk Community Moderator to help others find incredible value with the product.
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Total activity475
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Last activity
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Activity overview
Latest activity by Chandra Robrock-
Chandra Robrock commented,
Hey Baljinder Singh - It looks like there are some issues with the parentheses. I've gone ahead and reformatted your query for you below: IF ([Ticket status]="Open" OR [Ticket status]="Pending")AND...
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Chandra Robrock commented,
Hey InfoArmor - It looks like your ID fields are missing and, since these appear to be numeric values, I suspect you may have these fields set up as either a Numeric or a Decimal ticket field. Is t...
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Chandra Robrock commented,
Really loving the Dashboard Restrictions (finally gave me a reason to test this new Dashboard Builder out more) so that each agent can easily view their own stats without needing to filter. Howeve...
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Chandra Robrock commented,
For your first question, would adding a Brand is / is not condition to your triggers work for your needs? In terms of your second question, the Assignee | Is not | (current user) prevents this tri...
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Chandra Robrock commented,
Hi Ram Chander - If you want, you could filter your dashboard using the advanced option for past 7 days and then create a dashboard bookmark called "Past 7 Days" or something similar. That way, you...
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Chandra Robrock commented,
Boosey & Hawkes Music Publishers Limited Absolutely! We have a custom dropdown ticket field called 'Sleep' which has a few different options (1 day, 1 week, 1 month, etc). We then have a few diffe...
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Chandra Robrock commented,
Riane Williams This help article should be helpful for your use case: https://support.zendesk.com/hc/en-us/articles/4408846777754-Explore-recipe-Tickets-created-by-agents-or-end-users. Specifically...
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Chandra Robrock commented,
+1 to this request! We use automations to accomplish this and they are quite helpful. However, it's become quite cumbersome to manage as we expand our support hours and add new teams or schedules t...
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Chandra Robrock commented,
Welcome to the Zendesk Community! There is actually a system rule that automatically reopens Solved tickets upon the next end-user comment. More information here as well as some advice regarding st...
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Chandra Robrock commented,
We use SLAs based on Business Hours so, no matter what time a customer writes in, we always have X number of business hours (rather than calendar hours) to respond. However, it sounds like you'd li...