Sam Donovan

1. Email
2. General questions about email and email template
3. Can I be notified by email before a task ticket's due date?

Hi Team, Is it possible to set this automation up for when a Ticket's scheduled hours is approaching end of day? For instance, If a ticket has a Schedule with 8-4pm set, to notify a group when the ...

• View comment
• Sam Donovan
• Created October 21, 2022 20:00
• 0 votes

1. Community
2. Feedback - Ticketing System (Support)
3. SLA full resolution time and impending breach color change.

I came here looking for an answer to the exact question "1. It would be really helpful to have a "Full Resolution Time" SLA." Really great to see Scott's update that this is coming in Q4. I'll foll...

• View comment
• Sam Donovan
• Created October 06, 2022 14:27
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Audit Logs for Changes to Help Center/Guide/Gather

Hi Dave, We are interested in the feature to have Guide user audits show file download history. FYI, I tried your 2nd link in your initial response email "Add Guide Manager activities to Audit Log"...

• View comment
• Sam Donovan
• Created September 29, 2022 15:47
• 0 votes

1. Agent guide
2. Ticket basics
3. About the Zendesk Agent Workspace

Hi team, We are currently using Support for web + email based ticketing, with no chat functionality. Can the ticketing interface be setup so that the most recent response is at the top? Instead of ...

• View comment
• Sam Donovan
• Created May 02, 2022 18:08
• 6 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Views limitation

Hi Team, I'd like to share some feedback from my Managers who are using the "Views" page and experiencing this limit:“I would like to increase the number of items you can view in the "Your Views" s...

• View comment
• Sam Donovan
• Created April 01, 2022 20:59
• 1 vote

1. Support
2. ...
3. Measuring success
4. Analyzing your ticket backlog history with Explore

Hi Zendesk Team, I know this has been brought up in other articles, but we really need to have custom fields in our backlog data. It's great that we have some standard fields here, but we have some...

• View comment
• Sam Donovan
• Created December 20, 2021 20:08
• 3 votes

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Allow custom fields in Backlog Dataset

+1 We need this to accurately report our backlog using custom fields

• View comment
• Sam Donovan
• Created April 20, 2021 18:01
• 2 votes

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Export report exports with Clickable Links?

Hello Team - Is there an update to this?

• View comment
• Sam Donovan
• Created January 06, 2021 15:47
• 3 votes

1. Community
2. Feedback - Ticketing System (Support)
3. SLA full resolution time and impending breach color change.

Hi Zendesk Team - We would also like this metric added. Thanks, Sam

• View comment
• Sam Donovan
• Created August 21, 2019 17:59
• 0 votes