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Recent activity by zach.prasser Recent activity Votes
  • Overlapping Line Graph For Bad CSATs By Month


    Hello, I'm looking to make a query to show the number of Bad CSATs for each day in a given month, showing how many Bad CSATs were reported by Ticket Topic (Late Orders), and have the graph also sho...

  • Adding A Second Support Email For A Canadian Group/Team


    Hello! I have Organizations created for a US team and a Canadian team of agents (support@subdomain.zendesk.com, VS support.ca@subdomain.zendesk.com). From what I understand, I need to add the suppo...

  • Automating Two Follow-Up Responses For Customers


    Hello, I'm creating an Automation to send the customer a follow-up message, for when an agent responds to the customer's request, but the customer hasn't replied to the agent's response in 72hrs (c...

  • CSAT% By Group/Team


    Hello, I'm looking to create a single query that compares the CSAT% of a Group of on agents, with other Groups of agents. I can make the individual queries and filter by the agent names within the ...

  • Ticket Update Status Rules


    Hello, I was wondering if there was a rule you can set up so that if a ticket is created, it must be put in Pending status. I'm pretty sure there isn't a rule for creating a ticket where it needs t...

  • Agents self-assigning without a comment


    Hello, I'm running into an issue with agents self-assigning a ticket to themselves, forgetting to comment, and leaving the ticket Open. This creates a dent in our SLA.  Is there a way to prevent an...

  • Trigger tags when one group reassigns a ticket to a different group


    Hello, I want to know when Tier 1 (Group 1) has to escalate/reassign an existing/Open ticket to Tier 2 (Gropu 2), and be able to do a report in Explore to know how many tickets were escalated by do...

  • Bad CSAT to Good CSAT Report


    Hello, I'm trying to put together a query that will show me tickets where agent's converted the CSAT for the requester from Bad to Good. Is there a recipe for this in Explore? Thank you! 

  • Schedule Dashboard/Query Report for Ticket Count in Certain Views/Queues


    I see that Explore has the ability to have a Dashboard schedule an Excel sheet or .csv report, which is a useful feature I'd like to use for reporting how many tickets are in different Views and in...

  • Agent Favors


    I'm looking to see how many tickets within a custom timeframe that an agent updates via a comment for another agent (i.e., agent A updates a ticket assigned to agent B by updating the customer/requ...