ZZ Graeme Carmichael

1. Community
2. Zendesk Suite Q&A
3. Updating screenshots in Zendesk

Paola Just in case you missed it… https://support.zendesk.com/hc/en-us/articles/5737099213978-Announcing-the-new-account-level-image-gallery-for-articles Great feature!

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• ZZ Graeme Carmichael
• Created June 16, 2023 20:51
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. How do I calculate how many tickets are in pending status each day?

In Explore, use the Support Backlog History dataset. Metrics Sum Tickets Rows Backlog Recorded date Filter Status = Pending Backlog recorded date, for example, the last week The Backlog Histo...

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• ZZ Graeme Carmichael
• Created May 26, 2023 12:57
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Updating screenshots in Zendesk

Paola It may be a limit of your plan. You can use the image gallery and content blocks to re-use text and images.in many articles. But it is an Enterprise feature. Details are here.

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• ZZ Graeme Carmichael
• Created March 30, 2023 10:12
• 1 vote

1. Community
2. Zendesk Suite Q&A
3. Guide: Attachments in Articles

Gwyn I do not believe there is an easy way to do this. While you can search for tickets with attachments, that does not apply to articles. Even using the API to do this, you would first have to get...

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• ZZ Graeme Carmichael
• Created March 03, 2023 11:50
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Trouble with backlog reporting

Jake Sorry I missed your reply. You cannot exclude items from the backlog. But perhaps you can use the ON HOLD ticket status to identify bugs? Then you can filter to exclude on hold items.

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• ZZ Graeme Carmichael
• Created January 24, 2023 08:10
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Creating a filter for emails coming from a EU domain (@example.co.uk)

 Alex I am not sure how well this would work. But you could try creating triggers based on the requester's time zone. Unfortunately, the requester's domain is not an available option. Meet ALL cond...

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• ZZ Graeme Carmichael
• Created January 20, 2023 08:53
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Closed Tickets Triggering Across Zendesk Instances

Samuel Are you using ticket sharing across the two Zendesk domains?

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• ZZ Graeme Carmichael
• Created January 20, 2023 08:41
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Discrepancy in tickets solved MTD and YTD for January 2023

Siri I am not sure what is causing the difference. But you may be better using the Zendesk pre built year to date and month to date metrics. I tested on my account and they produced the same values...

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• ZZ Graeme Carmichael
• Created January 20, 2023 08:30
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Trouble with backlog reporting

Jake The backlog dataset contains fewer fields than the support ticket and ticket update datasets. Unfortunately, custom fields are not part of the backlog dataset.  So you cannot splice your backl...

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• ZZ Graeme Carmichael
• Created November 24, 2022 07:28
• 0 votes

1. Community
2. Feedback - Ticketing System (Support)
3. OR operator for words in the subject

Marco There is no OR operator but searching with the subject:eachWord should work in the same way.  It works for me ;)  

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• ZZ Graeme Carmichael
• Created November 15, 2022 21:42
• 0 votes