Ed Ball

Why are we getting article verification notifications when there are no rules to send these?

I guess I am in the minority here. I don't want agents to be able to edit notes. I would rather see the progress of the ticket through the notes. Even if the agent makes a mistake I would like to see that. It's not just an educational opportunity but it's also a reason to be a little more diligent about what you are doing. Hopefully taking a little time in notes means your taking a little time with your response.

Audit logs of most tools we have looked at do not track anything in notes other than when it was added/edited so you get no knowledge as to what was changed or removed.

Quick question...

If we have an agent that answered some tickets in January. At the end of that month the agent left the company. The ORG they were assigned to was removed along with being changed to an end user. Will that persons work be counted if we report on 'Last Month' in February?

I added another filter for Requester Status is Active. That cut my list down quite a bit.

Can you reject/suspend emails with a wildcard in the blocklist?  We can't block specific emails since he changes the email after every ticket he submits. I have reported him to google, but who knows what good that would do. He always uses the same name then adds a + and then some random characters. So stopping him is a challenge. We suspend them as they come in but really that is futile since he never reuses them.

reject:NAME*@gmail.com             or something like that?

We have a very persistent person who is using a bot for sure to spam us for help. We have found no way to stop this from happening. I do not see what channel the tickets are using, but it does not appear to be email. Just looking for anyone that may have had to deal with something similar.

We have a ticket with zendesk, but turning off account creation is not an option at this time.

Without the ability to export them if I want to find all but the light agents its a lot of clicking to select them all in the filters. I have to select them all one at a time. Even with that done it does not show me what role they have. If I can sort the original list then it will order them. 

It seems weird to have Role as the main filter and then not show it on the displayed list. Org would also be a good column to have listed as we separate out any outside agents via Org. Being able to sort via name or any other field is useful. Maybe not by everyone, but I'm sure there are others that would like to sort by name, emails, or Role.

I honestly see no use for the Product access column. Use is defined by role and I have set most of those up. I can easily see what they have access to within roles. That would be my least (if ever) used information column. Maybe others would.

Also, I would also rather see role than product access. And then like to be able to sort on all the columns and not just last login. An export link would be great as well.

Also in the filter area, a multi-select option would be awesome. So I want to see all agents except light access. So any agent that would be a cost in Zendesk in a list.

Hello John,

I certainly look forward to trying out any and all changes to Explore.   I do like Explore, it's just not a great user experience and gets really frustrating.

I have actually started making copies of the Main dashboards after any changes are made just in case something happens to them when working on changes.

So this has been like this for over a year and still Explore can be pretty frustrating. The fact that you can not Discard Changes is crazy. If you make any changes while in the editor it's there even if you do not want it. If you bulk change something like a move, then Undo undoes the move one by one, which kinda makes sense but also can be annoying. The sizing of things is also frustrating. For instance...

Why is there all the wasted space in there? If i move the legend to the right the graph gets bigger, but there is still a two grid open space at the bottom. Is there a way to change that?

Why do the text boxes have to be so big?  This is 'normal' size text and if i make the box any smaller it sticks a scroll bar on the box even though the text fits just fine.

This just makes everything a mess when you are trying to organize any dashboard unless you make everything huge. Explore vs GoodData.

Is there a standard grid size that should be used to make this work/look better?  You can't change the date/time filter size at all (that i have found) so grid size 1 is really messy. Mostly because you have to have a box 2 boxes in order not to see a scroll bar. A size 2 grid seems to work best, but I am open to others observations about dashboard creation and sizing. Page size is also giving me headaches as it seems to work much different in Explore. Most things seem to be doubled in size from what i can see.

But short of making a copy of a dashboard/tab before you make any changes so you can delete the tab and start over if you have to we need this back in some fashion sooner rather than later...  I know there is a thread on this that is over a year old with little response. This should have been in there from the very start.

This still seems to be an issue. We have customers writing in from one address and using CC to include another of their addresses. When they reply or update the ticket from the CCd address it loses the SLA and is dropped to the bottom of the view. Without someone watching that for this to happen it will just sit at the bottom.

This should be fixed.