Seth Wylie

Great :-) Glad I could offer some help

I think this is the documentation that will help you out: https://support.zendesk.com/hc/en-us/articles/203662436-Creating-custom-reports-and-dashboards-in-Insights-Plus-and-Enterprise-#topic_wtn_dvf_q4

Yup!

I'm personally only looking for the IDs of tickets that have been deleted, but I imagine that you could pull in additional attributes.

I have:

• What = "# Tickets Deleted" http://cl.ly/3u1J253h2g0G
• How = "Date (Event)" and "Ticket Id" http://cl.ly/2h3p1Y3b322Y
• Filter = previous week http://cl.ly/0E0b3S3s2o0z

My resulting report looks like this: http://cl.ly/2u0k2v021A0X

I have a report set up to show me deleted tickets. You would need a level of Zendesk that has Insights, though...

@Erin, many thanks for the thoughtful reply. I'm new to this conversation, so it's extremely timely. We have only one customer who's really held our feet to the fire about this. We're going to simply try to remember to do it manually for them, or to use Triggers to send us a reminder email. :-/

How often do you find that organizations have multiple sets of people that need to be notified in different cases? (e.g. A, B, and C want to be notified of only High or Urgent tickets, and D only wants to be notified of Urgent tickets)

In our use case, we're a B2B software company, and one of our customers has two primary stakeholders in our software's implementation, and they don't always see eye-to-eye. There's been enough missed communication and miscommunication to date, so they want to be aware of every new ticket and new comment submitted by anyone in the organization.

How often do you find that individual users (not at an organizational level) expect to have automatic CC's?

This would only be for two users at an organization with many users.

In all of these cases, how often do these lists of people change? Do agents need to easily change or add to these lists?

Based on my experience with our customers in general, and with the customer in particular, I think that a list for a given organization would not change more than once or twice a year. I would like for Agents to be able to change the lists, but honestly all of our Agents are unfortunately set as Admins anyways (so that they can turn on out-of-office Triggers for themselves when they're on vacation), so I'm not heavily invested in the permissions.