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Abed Islam
Joined Apr 15, 2021
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Last activity Dec 27, 2023
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Latest activity by Abed Islam
Abed Islam commented,
If your dashboard/tab exceeds 20,000px height, your PDF (probably image, too) export will have all its widgets' aspect ratios skewed to fit 20,000. So if it's a 30,000px height dashboard, the PDF will be shrunken down to 20k px and the ratios will go from 1:1 to like 2:3 or something to that effect.
This is a hard-coded limitation that has not been documented yet. So if like me you're wondering why your exports, downloaded, scheduled, or otherwise, are looking so bizarre, and your heights are over 20k, then split your content across multiple tabs.
Hit the tab dropdown, clone the tab into the same dashboard without cloning the queries or datasets. For editing en masse, I zoom out all the way so the dashboard is shrunken as much as possible, on Tab 1 - select the content passed 20k px, delete them. On Tab 2 do the same for the content above 20k px. Then manually move things up in Tab 2 and adjust the heights of both tabs.
Hope that helps.
View comment · Posted Feb 25, 2022 · Abed Islam
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Abed Islam commented,
Is it possible to copy/paste widgets or tabs from one dashboard to another?
I have 2 reports being run, one weekly and one monthly, one of the tabs will essentially be the same exact charts (and same exact queries under the hood), it's just the time filter that will vary.
It will be too much work to have to make a new tab and redo every single widget.
Cloning the dashboard with the new tab is not an option either because their other tabs are unique/dissimilar.
Please advise.
View comment · Posted Feb 07, 2022 · Abed Islam
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Abed Islam commented,
How can I recreate one-touch tickets in the Ticket updates dataset?
View comment · Posted Dec 23, 2021 · Abed Islam
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Abed Islam commented,
I want to emulate Tickets dataset reports within the Ticket updates dataset. What is the exact formula for Agent replies? In the Ticket updates data set, if I try the below where the updater role is either admin or agent:
IF ([Comment present] = TRUE AND [Comment public] = TRUE AND ([Updater role] = "Admin" OR [Updater role] = "Agent")) THEN
[Update ID]
ENDIF
I get a slightly higher number than if the updater role is simply not the end-user:
IF ([Comment present] = TRUE AND [Comment public] = TRUE AND [Updater role] != "End-user") THEN
[Update ID]
ENDIF
I then try to calculate which of these are opening posts (so they're not replies) via:
IF (([Changes - Field name] = "status" AND [Changes - Previous value] = NULL) AND [Comment present] = TRUE AND [Comment public] = TRUE AND ([Updater role] = "Admin" OR [Updater role] = "Agent")) THEN
[Update ID]
ENDIF
If I subtract the Agent opening public comments (above) from the Agent public comments formula (either of the first 2), I get a number higher than Tickets' dataset's Agent replies.
I'm at a loss here regarding these discrepancies. Please advise.
View comment · Posted Dec 23, 2021 · Abed Islam
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Abed Islam commented,
@... Any chance of getting this on the roadmap now? Seems reasonably requested.
View comment · Posted Dec 01, 2021 · Abed Islam
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Abed Islam commented,
+1
View comment · Posted Nov 17, 2021 · Abed Islam
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Abed Islam created a post,
Hello,
I'm on the Enterprise plan and have different SLA's first reply time and resolution time metrics based on a ticket's priority. We often find tickets that come in that we first assess as High, but there are many cases where we can lower the priority down to Normal. However, in those cases the resolution time has already been breached and this goes into the Normal SLA breach metrics/reporting.
My question is how can we reset a ticket's SLA targets retroactively based on its priority? If its breaches were while in another priority, how can we reflect that properly in Explore?
Please advise.
Posted May 26, 2021 · Abed Islam
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Abed Islam commented,
Thank you, Jimmy, for the upvote.
I originally posted this in April 2020, it is now December 2020, 8 months later, so I've enough experience to provide an update.
Due to this issue combined with the confoundingly incredible failure to simply log someone in, we actually have little choice but to have our agents use email instead of Zendesk.
The scenario is like this:
- We send screenshots as attachments in tickets with clear instructions how to access them
- User can't log into our support portal (Zendesk Guide) because they use Safari
- Images have no PHI so they wonder why we can't just send it to them directly
- We can. Agents have to locate the email equivalent of the last message in the ticket, acquire access to the support channel, and send an email as that support channel...
I hope someone at Zendesk sees this and escalates the issue. We are literally having to resort to not use a Help Desk system for ourselves as agents as well as for our end users.
If that doesn't raise a red flag...
I can't imagine the level of effort being crazy either given that copy/paste is something already supported, it's just plain blocked, so it's not like they need to build a new feature.
View comment · Posted Dec 22, 2020 · Abed Islam
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Abed Islam commented,
Help House's Ticket Mentions ("Zendesk Mentions" above) no longer works due to a change in Zendesk's backend and will be taken off their listing (I was told this by their customer support when I asked why am I getting errors when installing their app?).
Also, Zac's link above says I'm not authorized to view the page: https://support.zendesk.com/hc/en-us/community/posts/203425746-Add-cc-field-to-view-filters
We have agents that scarcely use Zendesk and need to focus on the tickets they're mentioned on so they can hop in and help. It is not their ticket, so re-assigning to them doesn't help/make sense, we need to consolidate their @mentions. Is there anything for this? Even the Zendesk home / dashboard only shows history of comments on your tickets.
View comment · Posted May 26, 2020 · Abed Islam
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Abed Islam created a post,
The "Require authentication to download" is required for HIPAA-compliant setups. At present, it robs agents the ease of copy/pasting images into their editor. Yet, whether the agent or the end user provides an image, we can see it without having to download. There has got to be a way to enable secure inline images so agents can copy/paste images again. This is not a novelty or just a convenience, agents will now instead have to save, consider the naming of the file, store files locally, not be able to place the image inline contextually with helper text, we're talking this really increases the time to reply/deal with customers as well as adversely affect our ability to communicate with them.
Please give this some attention. Security should not come at such a cost of UX. We should be able to make that call if an image has PHI or not, should require attachment treatment or what.
Posted Apr 22, 2020 · Abed Islam
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