Graeme Carmichael
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Total activity475
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Last activity
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Activity overview
Latest activity by Graeme Carmichael-
Graeme Carmichael commented,
Matthew Rather than use a ticket to send the update, could you use an article in your help centre? If all 37 end users are following the article comments, each day you add a new comment with the da...
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Graeme Carmichael commented,
Nick For agents to use in line images, you must disable secure attachments. See details here.
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Graeme Carmichael commented,
Paul In the tickets dataset, there is a time for the last update by a requester and the time for the last ticket update. The ticket updates dataset provides more details so you could calculate the ...
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Graeme Carmichael commented,
Shehryar You should be fine. See this article to get you started on reporting on tags.
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Graeme Carmichael commented,
Aaron The closest solution is to use an Explore query to monitor the busiest times of the day. Check out this example.
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Graeme Carmichael commented,
Abigail There is a Zendesk provided metric Tickets Solved Daily Average. You can calculate the same metric at group level using an aggregate function You can try: ATTRIBUTE_FIX(SUM(Tickets solved ...
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Graeme Carmichael commented,
Just a suggestion. There is a customer list feature provided by Zendesk, but it may not be part of your plan. As well as list customers, it can list agents. You cannot exclude Light Agents by filte...
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Graeme Carmichael commented,
Meg Create a trigger with a condition ‘requester changed’ to add a tag to the ticket. You can now create a view or a report based on the tag to assess the scale of the problem. Assuming the need to...
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Graeme Carmichael commented,
Tyler Thanks for testing. Looks like it is a product limitation.
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Graeme Carmichael commented,
Tyler You can certainly access all a user's email addresses using the API. See the documentation here under user identities. The primary address is normally the address that Zendesk delivers to. To...