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Stacy Win

Joined Apr 15, 2021

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Last activity Feb 14, 2022

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ACTIVITY OVERVIEW

Latest activity by Stacy Win

Stacy Win commented,

Community comment Q&A - Reporting and analytics

@Ayal,

A Data Filter is a specific type of dashboard filter.

You create the custom group and custom set in the report. When you add the dashboard filter you can find the custom set by searching for it. I like adding "(set)" to the end of my custom sets. So when I search I just have to type in "set".

Remember, you need to have the right 'Choose data filter dataset' selected. If you cannot find your custom set in the selected data filter dataset try the other one.

I hope this helped

View comment · Posted Jun 26, 2019 · Stacy Win

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Stacy Win commented,

Community comment Feedback - Ticketing system (Support)

I have a use case for automating the ability to add private or public comments to tickets via triggers

 

We have some customers submitting tickets via text messages. When they do this the subject and comments read [no content]. The message is provided in an attachment that needs to be opened. Some agents pick this up and read the attachment. Other agents are noting the tickets as spam.

We would like to have a private comment systemically added when tickets have [no content] in the subject and comments. A blurb highlighting the ticket might be a text message and they should check the tickets attachment before considering the ticket to be spam.

View comment · Posted Mar 18, 2019 · Stacy Win

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Stacy Win commented,

Community comment Q&A - Reporting and analytics

@tom kirby

 

Per the great feedback in this post, I was able to find the solution to my issue. By creating a custom group and a custom set in Explore I was able to mimic the Insights feature. A few more steps in Explore over Insights, but I think these features will prove beneficial in a lot of other use cases.

I used this article to walk through the steps

https://explore.zendesk.com/hc/en-us/articles/235950548-Organizing-values-by-groups-and-sets

View comment · Posted Feb 15, 2019 · Stacy Win

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Stacy Win commented,

Community comment Q&A - Reporting and analytics

@Terry

My query filter is set up to only show the good and bad survey results. The offered and unoffered tickets are not in the report output. The query set up to display the results as a table so Support Management can see the ticket and survey details for these tickets.

I then added the query to a dashboard so Support Management can see all survey related metrics & data in one place. For this one data element, I would like to give Support Management the ability to filter the results further so they can see the following scenarios

  • Only look at good results (with comments & without comments)
  • Only look at good results with comments
  • Only look at bad results (with comments & without comments)
  • Only look at bad results with comments

However, when I add a dashboard filter on the Ticket Satisfaction Rating, it displays all possible options even if they are not in the data results. So I would like to hide "Offered" and "Unoffered" as these selections will not bring back any results and could confuse the user. I can do this in Insights and would like to be able to do this easily in Explore.

You do not need to create a ticket for this issue. I had reached out to Zendesk Support and have a ticket created already. I'm going to try out some of the suggestions provided in the post. Hopefully, I can get one of them to work.

View comment · Posted Jan 22, 2019 · Stacy Win

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Stacy Win commented,

Community comment Q&A - Reporting and analytics

@TERRY

 

The reason I don't want the options in the filter is, those options will not be displayed in the end report. The report is only showing the completed surveys (Good or Bad). So the offered and unoffered filter options do not apply.

 

Stacy

View comment · Posted Jan 17, 2019 · Stacy Win

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Stacy Win commented,

Community comment Q&A - Reporting and analytics

@ Bill 

Could you walk me through the steps of creating a custom attribute and using the custom attribute in the dashboard filter?

 

If there are Zendesk Articles can you point me to them? I cannot find articles that help me with my scenario.

View comment · Posted Jan 10, 2019 · Stacy Win

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Stacy Win created a post,

Post Q&A - Reporting and analytics

In Good Data there is a way to remove filter options that do not apply. I'm trying to figure out how to do this in Explore.

 

Use case: I have a report that only shows data for rated surveys (good or bad). However, when I apply the Data Filter: Ticket Satisfaction Rating, it shows options for Bad, Good, Offered, Unoffered. I would like to remove Offered and Unoffered from the filter options, since they do not apply.

Here is a screenshot of how I have the Good Data version of the dashboard set up

Posted Jan 09, 2019 · Stacy Win

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Stacy Win commented,

Community comment Discussion - Tips and best practices from the community

Thanks. I still cannot get the field(s) to populate. I refreshed the browser and still nothing.

There are no API error messages as the code runs, the status is switched back to open, the satisfaction score date field just isn't getting populated.

As this solution is not recommended by Zendesk, I'll call it quits on this. I'll let the business know there is no solution for their ask.

 

View comment · Posted Dec 10, 2018 · Stacy Win

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Stacy Win commented,

Community comment Discussion - Tips and best practices from the community

Graeme

So we want the field placed on the ticket, not the user. So it is a custom ticket field. I don't see a field key on custom ticket fields. So I don't believe this is a change I can make.

Stacy

View comment · Posted Dec 05, 2018 · Stacy Win

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Stacy Win commented,

Community comment Discussion - Tips and best practices from the community

Graeme,

I'm hoping you can help me. I believe your HTTP target solution could help me with a similar use case.  I cannot seem to get the JSON to work.

Use Case: the support supervisor would like the date the survey was responded to added to a ticket field. So they don't have to search for it. Out of the box to find the survey response date, one has to change the conversation to events and then scroll through the events and find the specific survey event. Instead, they would like a field added to the ticket that houses this information. 

I created two custom fields for this information. One field with the type Date, and the other field with the type Text. 

I wrote the JSON code two ways. One way was trying to get the Satisfaction Rating Date stored in Zendesk. The other way was using the timestamp method you provided for when the automation ran. This wouldn't be the exact time but it would pit would be a close estimate, as the time stamp would be within the hour of the survey submission.

The JSON sets the ticket status to open and should populate the custom field. What happens is the ticket status is updated but I cannot get either of the custom fields to populate. Can you please shed any light on changes I need to make to get the date populated?



View comment · Posted Dec 05, 2018 · Stacy Win

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