Graeme Carmichael
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Total activity553
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Last activity
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Activity overview
Latest activity by Graeme Carmichael-
Graeme Carmichael commented,
Pam Unfortunately, I do not believe that is possible. Zendesk tracks business hours metrics at ticket level, not at the assignee level. So it is not possible to drill to that level of detail.
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Graeme Carmichael commented,
Jack How about using brackets. It works for me without them, but try… IF ( [Changes - Field name] = "Number of Active engineers" )THEN [Ticket ID] ENDIF
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Graeme Carmichael commented,
Sorry, Jack. I am at a bit of a loss. At least you know the problem is with the condition on the custom field and nothing else. You may have to reach out to Zendesk using the support chat.
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Graeme Carmichael commented,
Jack So it looks like the DATE_DIFF condition is working as the DATE DIFF attribute is returning the expected results. Try adding a further new attribute to check we are finding the custom field. I...
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Graeme Carmichael commented,
Jack Lets try adding the [Changes- Field Name] and [Update - Timestamp] to the body of our report. It may also be worth creating a new attribute for the DATEDIFF(...) formula and adding that too. T...
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Graeme Carmichael commented,
Jack Ticket and Users can have multiple tags. It is likely that your output is reflecting that. To filter by a tag, you need to create a custom attribute to check if the tag is included. So you can...
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Graeme Carmichael commented,
Jack Try this. Use the Support Updates History dataset to create your report From the Calculation menu on the right hand side, create a new Standard Calculated Attribute Set up your report outpu...
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Graeme Carmichael commented,
Stacy I am not sure it this will help. There is an Assignment Control app from Zendesk that blocks visibility of groups in the ticket assignment menu. So you can prevent further use of a group with...
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Graeme Carmichael commented,
Gabby I just want to make sure you are aware of the Business Hours feature. Administrators can set business hours and holidays. The triggers that respond to ticket creation and ticket updates can ...
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Graeme Carmichael commented,
I do not believe the message-id is available from the API. This is the code in an email that lets Zendesk link to the original ticket? Just curious why you would need it?