Avatar

Administrator

Full time Zendesk Architect. Cleveland born and raised. Changing the world one megabyte at a time.

Community Moderator
The Humblident Award - 2021
  • Total activity
    291
  • Last activity
  • Member since
  • Following
    0 users
  • Followed by
    3 users
  • Votes
    8
  • Subscriptions
    106

Activity overview

Latest activity by Administrator
  • Avatar

    Administrator commented,

    Hi Rebecca Katz, It sounds like maybe you don't have a Trigger associating that business schedule with the ticket.  The conditions here would be  Ticket is Created Status Less Than Solved Action Sc...

  • Avatar

    Administrator commented,

    Hi Prerana Jawalkarhaving that filter might break the formula as it wouldn't necessarily capture the reopen action, but either way 'Full Resolution Time" is the final time it's marked solved.  Curr...

  • Avatar

    Administrator commented,

    Hello Again Rebecca Katz! In this case, you'll want to look for the condition "Within Business Hours?".  If you have multiple Schedules created, you'll also want to define which schedule this Trigg...

  • Avatar

    Administrator commented,

    Hey Rebecca Katz, The Triggers will run from top to bottom regardless of category (1A,1B,2A,2B).  This is why I recommend using the SANE method featured in this post.  Hope this helps! Brandon

  • Avatar

    Administrator commented,

    Hey Clarice Matt In this case, you'll need to update your macro actions to ADD tags, not SET tags. Hope this helps! Brandon

  • Avatar

    Administrator commented,

    Hi Jabin Choi -  I believe this issue is that a new ticket is most likely unassigned, so emailing the assignee won't be applicable here. You'll either need to email the group the ticket is assigned...

  • Avatar

    Administrator commented,

    Hi Jabin Choi - Your logic seems correct in the 3rd version... the challenge here is that automations only run once per hour, and not consistently at the top of the hour.  As it's written, this aut...

  • Avatar

    Administrator commented,

    Hi Prerana Jawalkar, Sorry to hear you're having trouble.  It sounds like maybe the ticket was solved/reopened multiple times?  I tested this in my sandbox and it seemed like it was working.  To cl...

  • Avatar

    Administrator commented,

    Hi Prerana Jawalkar, Yes, this is possible in the Support Dataset > Ticket Updates History using a Custom Metric. IF ([Changes - Field name] = "status" AND [Changes - Previous value]= "solved" AND ...

  • Avatar

    Administrator commented,

    Hey Zachary Bowling, Unfortunately tags are how Zendesk 'sees' the data on dropdowns, so they are a required component of the platform.  That said, you could leverage a Trigger that actions the rar...