Kirsten

We plan to use the problem-incident ticket types feature for reported bugs. We want the linked incident tickets to have on hold status while the issue is still unresolved. 

In case the customers reply (incident ticket status now open), we don't want the open tickets to be mass replied to when we resolve the problem ticket. We want to be able to check first in case the customer added additional info or comments.

Please add an option to exclude certain ticket statuses from the automatic response if the problem ticket is solved.

Hi! Great to see this is already being planned! Any updates on the timeline for this?

On Insights, downloading the tables would give you a csv or excel file with the data organized exactly how you prepared it. On Explore, however, downloading queries give you a raw data export, which means you would have to reorganize the data again, make a pivot chart so the data makes sense.

This wastes time and effort in preparing the queries only to download raw data. Hope this can be addressed asap.

Thank you!

Hi, we're actually looking into a week starting Saturday. Also, I've tried to follow this recipe from https://support.zendesk.com/hc/en-us/articles/360025301513-Explore-recipe-Using-a-Sunday-to-Saturday-week-attribute and tweaked it a bit; however, numbers were totally off and Zendesk support said it would only work for count or d_count metrics, not for time-based metrics. 

Hope we can a way to customize the dates, or at least have a workaround for this limitation.

Thanks!

In Explore, it seems the week starts on Mondays by default, but it would be great if we have a way to customize this as our reporting starts on a different day.

Ideally the customizable attribute would work for all types of Zendesk Support metrics.

[edited on 10/24]
Already tried the recipe from https://support.zendesk.com/hc/en-us/articles/360025301513-Explore-recipe-Using-a-Sunday-to-Saturday-week-attribute , but this only works for count, d_count metrics, not for time-based metrics, CSAT, etc

Thank you!