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Ian Morgan

Joined Apr 15, 2021

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Last activity Jan 28, 2025

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ACTIVITY OVERVIEW

Latest activity by Ian Morgan

Ian Morgan commented,

CommentTicket management

I understand that the value written next to the shared or personal views is a total of all tickets in that category of views. Why is that useful? In our use case we have tickets which will appear in 2 or 3 different views depending on how they are categorised. I am sure there is a use case where this is useful but I just can't see it.

View comment · Posted Oct 22, 2024 · Ian Morgan

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Ian Morgan commented,

CommentUsing content publishing flows

Is it possible to modify the email that is sent. In my use case I have an article that needs to be updated from an external source. I have added a label for that article to require verification every 3 months. I would like to add the link to the external source in the verification email that is sent to me. Is this possible?

View comment · Posted Jul 17, 2024 · Ian Morgan

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Ian Morgan commented,

Community comment Feedback - Help Center (Guide)

Not a perfect solution but I have used 'Zendesk Explore' to create a list of all the articles in a table showing categories and sections and then export them to a spreadsheet. Unfortunately using the standard metrics and attributes it only picks up published articles. It would be nice to be able to add the tags, permissions, show unpublished etc.. to the export but I have not investigated this or even if it is possible.

Perhaps there is a way of creating new Metrics / Attributes to pull extra data from the list?

View comment · Posted Jul 31, 2023 · Ian Morgan

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Ian Morgan commented,

CommentUsing content publishing flows

I am having the same problems as Zach. Email addresses are correctly displayed but notifications are not being sent to the recipient when being asked to review articles.

View comment · Posted Jul 04, 2023 · Ian Morgan

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Ian Morgan commented,

CommentExplore recipes

I would like to display a range of KPI's on my dashboard display using time filters on the dashboard. One set of KPI's should display unsolved, open, pending, on-hold tickets current and the other set should display a comparison of those same statuses at some period in the past defined by the comparison time filter.  For comparison I am using a clone of the Support Tickets Dataset. For example, current unsolved tickets compared to the unsolved tickets last year. The current number of unsolved tickets could be 100 and at the same time last year it should be roughly the same but it is showing a value of less than 10. The supplied Zendesk dashboard looks like it is doing this but the values are wrong. I have tried excluding filters such as 'Ticket Created' and 'Ticket Solved' alternately but the values are still incorrect. Maybe I need to use a different filter? My different reports use 'dcount Tickets' of status 'Unsolved'/ 'Open' / 'Pending' / 'On-hold'. I have also tried using 'dcount unsolved tickets'. I think it must be something to do with the filters but apart from 'Ticket Created' and 'Ticket Solved' I don't know what other filters to use. Any suggestions or help gratefully received.

View comment · Posted Mar 03, 2023 · Ian Morgan

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Ian Morgan commented,

CommentBuilding reports

Having now created many reports some of which were created after cloning Zendesk and my Dashboards and also while still finding my way around Explore it would be a great way of keeping these all together by adding a reporting tag in bulk rather than by entering each Report. In effect I could then create a separate folder for each Dashboard so that I can quickly see which Reports are being used in my Dashboard.

View comment · Posted Feb 16, 2023 · Ian Morgan

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Ian Morgan commented,

CommentTicket customization

Hi Emmanuel Lepessec

Just a suggestion and something you may have already tried. Have you thought about using triggers? 

Eg.

Condition

If ticket less than solved, ticket updated and tag = old_tag

Action

new field --> new item

This would update the customer fields from old to new. This assumes that the new fields are representative of the old fields.

 

View comment · Posted Dec 17, 2021 · Ian Morgan

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Ian Morgan commented,

CommentUsing themes and customizing your Help Center

Hi Amy

Thank you so much for your continued support both here and in my other post regarding the sign-in drop-down. This community has been great in helping me resolve issues as I have been learning how to modify our website.

I have tried what you suggested and as you suspected there is an error in my code. It appears to be in my CSS file so I am in the process of comparing my CSS to the CopenHagen version. I will update here when I find my mistake for the benefit of others who may see the same issue.

View comment · Posted Oct 15, 2021 · Ian Morgan

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Ian Morgan commented,

Community comment Feedback - Ticketing system (Support)

I notice that there is the option to set a side conversation for Slack as 'Done' but this does not inform the child ticket. How do we use this to notify the Slack conversation that this has been marked as 'Done'?

View comment · Posted Mar 30, 2021 · Ian Morgan

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Ian Morgan commented,

CommentTicket automation and collaboration

Hi @...

Thank you for your reply. I will submit the feedback as you suggest.

Best regards

View comment · Posted Mar 30, 2021 · Ian Morgan

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