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shpped
Joined Apr 15, 2021
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Last activity Oct 22, 2021
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Latest activity by shpped
shpped commented,
+1
Using ticket fields to report on this results in a workflow more complex than needed, having to juggle between two different methods of using ticket status just does not work well in practice.
View comment · Posted Feb 18, 2021 · shpped
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shpped commented,
A workaround i do for the time being is to create a hidden field which states whether or not ticket was closed by merge by using Triggers based on the Ticket Tag, one trigger which fills out the field and one that removes it (just in case).
Then, filtering in Explore based on this field instead of the Tag.
View comment · Posted Sep 17, 2019 · shpped
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shpped created a post,
This was an issue in Insights as well, default functionality of excluding ticket tags doesn't work, and the number shown increases.
Workaround in insights was to create a custom metric which you would use to filter, however i haven't gotten this to work in Explore. I also see on the community forums others are unable to get this to work. Including ticket tags works, but not excluding.
We need the option to easily exclude ticket tags by adding the filter, choosing exclude and selecting the tags. (This is already here, just doesn't work!).
Also described here: https://explore.zendesk.com/hc/en-us/community/posts/360004402227-Metric-or-Attribute-for-WIthout-a-Tag
Posted Mar 07, 2019 · shpped
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