729 Solutions
Full time Zendesk Architect. Cleveland born and raised. Changing the world one megabyte at a time.
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Votes on activity by 729 Solutions-
CJ Johnson You do need Agent Workspace enabled, but other than that I don't believe it has that restriction: https://support.zendesk.com/hc/en-us/community/posts/4416481894426
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Hey Melyssa Furt - Tickets Solved is going to filter or chart based on when the tickets were moved to a solved status, vs Ticket Created which looks at when the tickets were created originally. I...
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Hi David - Because the web widget is just 'widgetizing' the web form, both of these would be considered as coming through the web channel for reporting purposes. That said, you may be able to use...
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@... - Ahh thanks for the clarification. Yes, I see what you're saying. Automations will block you from creating a rule that will run every hour, but there is no safety net for creating a rule t...
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Hey Lennart H, Sorry for that - let's try adding an additional set of parentheses around the first two conditions: IF (([Assignee role] = "Agent" AND [Assignee tags] = NOT INCLUDES_ALL([Ticket tags...
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Hi Lennart H Try this: First, update your light agent profiles to include the tag light_agent, then amend your formula: IF ([Assignee role] = "Agent" AND [Assignee tags] = NOT INCLUDES_ALL([Ticket ...
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Hi Adrian You should be able to select Ticket Tags as a filter to exclude. Hope this helps! Brandon Tidd729 Solutions
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Hey @... - You might be better served by "Ticket Updated"I think this article speaks most directly to what you're trying to do. There's also some great tips in this article. Hope this helps! Brandon
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Hi @..., One solution might be to do quarterly data exported to Excel, and then combine the datasets. Hope this helps! Brandon Tidd
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One of our support agents came up with a pretty nifty work-around on this: Compose the update as you normally would (colors as you'd like) in MS Word.Take a cropped screenshot of the area of text a...