Marie-Cathrine

1. Community
2. Zendesk Suite Q&A
3. Help Center : Promoted Articles showing locked icon

Hi Salim, A lock icon next to an article title is indicating that the article is set to only be visible for agent and admins in the article settings. If this is not the case, the icon is most likel...

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• Marie-Cathrine
• Edited March 29, 2022 16:32
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Custom Attributes and Metrics

Hi JD Fuentecilla, The only overview there is of custom metrics and customs attributes are the ones inside the query builder. It is therefore not possible to keep track of who and when they were cr...

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• Marie-Cathrine
• Created August 27, 2021 06:22
• 0 votes

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2. Zendesk Suite Q&A
3. Trouble with reporting on custom fields and creating clickable URLs

Hi Matt, Just an update. Zendesk just annonced clickable IDs as a default feature: https://support.zendesk.com/hc/en-us/articles/4404800392858-Clickable-links-now-available-in-Explore

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• Marie-Cathrine
• Created July 27, 2021 09:56
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Trouble with reporting on custom fields and creating clickable URLs

Hi Matt, What is the type of the custom field you want to use as a filter? If the field type is numeric or decimal, the field will be a metric in Explore and therefore can't be selected as a filter...

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• Marie-Cathrine
• Created July 22, 2021 19:04
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Count # of Visitors to Knowledge Base

Hi Matt, The kind of report you are looking for is currently not something that can be reported on in the Knowledge Base dataset in Explore. However, using the Support: Tickets dataset it is possib...

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• Marie-Cathrine
• Created July 21, 2021 20:04
• -1 votes

1. Community
2. Zendesk Suite Q&A
3. Number of escalations from one group to another

Hi Kai, Sorry for the late response. Even though you might have found a solution in the meantime, I would still like to give you my input on how you can solve this issue and create a report along t...

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• Marie-Cathrine
• Created July 21, 2021 17:32
• 2 votes

1. Community
2. Zendesk Suite Q&A
3. Number of escalations from one group to another

Hi Kai, You might be able to do something where you compare the previous value to the new value. But could you maybe elaborate a bit on what kind of report you want to create? Then I can better gui...

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• Marie-Cathrine
• Created June 25, 2021 08:17
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Can't relate tickets created query with filters

Hi Aguinaldo, Are the filters you have selected in the data filters from the same dataset that the query was build in? If not, that would most likely be the issue as they are not connected in any w...

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• Marie-Cathrine
• Created June 22, 2021 06:34
• 1 vote

1. Community
2. Zendesk Suite Q&A
3. EXPLORE - combined filter

Hi Pagot, Try to select Edit filter on the filters on the dashboard and select Cascade prompt in both of them. This should filter one data filter based on what is selected in the other. It will wor...

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• Marie-Cathrine
• Created May 26, 2021 14:46
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Is there a way to show list of categories/sections in guide theme header.hbs ?

I do not know the actual reason as to why they cannot be accessed from the header, but according to this comment, it has to do with the curlybars, the Help Center templating language, which only al...

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• Marie-Cathrine
• Created May 10, 2021 08:50
• 0 votes