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Kate

Joined Oct 28, 2021

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Last activity Jan 24, 2025

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ACTIVITY OVERVIEW

Latest activity by Kate

Kate commented,

Community comment Feedback - Reporting and analytics (Explore)

Chiming in to add that I agree that this announcement does not seem like an enhancement, but rather a degradation of features. 

 

To take away the ability to query data older than 3 years is more impactful for some industries than others. We have regulatory bodies that we need to be able to provide holistic reporting too, and without the ability to easily query the entire history of our data, this will increase time, effort, and cost. 

I agree with Tim that it seems like we should have two datasets. I similarly agree with Stephen that this seems to be actively discouraging customers from utilizing Explore as the default reporting tool for support data.

Ultimately, it seems like we will now need to budget to add a secondary reporting tool in order to meet our industry requirements. Which begs the question – why are we spending so much on Zendesk? We may as well begin looking for a cheaper support tool alternative if we have to duplicate funds for something Zendesk is no longer providing. 

View comment · Posted Jan 14, 2025 · Kate

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Kate commented,

CommentCreating dashboards

We've rebuilt some of our dashboards on the new editor, but it doesn't look like there is an option to share the dashboard via link & password protection as we could for the previous dashboards. 

 

Am I missing this option or will it be added in the future? 

View comment · Posted Nov 21, 2024 · Kate

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Kate commented,

Community comment Feedback - Reporting and analytics (Explore)

Can we expect the new dashboard editor to allow searching for reports based on their tags? It is a pain searching only by title. 

View comment · Posted Nov 18, 2024 · Kate

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Kate commented,

CommentCreating dashboards

Will the number of tabs restriction always be in place? We have multiple dashboards with 11-12 tabs, and it wouldn't make any sense to reduce the number of tabs based on their purpose/audience. 

View comment · Posted Nov 18, 2024 · Kate

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Kate commented,

Community comment Feedback - Reporting and analytics (Explore)

Any updates Zendesk? This ask has been requested since 2020, at least (see other feedback post sitting at 74 votes: https://support.zendesk.com/hc/en-us/community/posts/4409217044250-Problem-and-Incident-tickets-need-a-way-to-view-the-subject-and-detail-of-all-incident-tickets-against-a-problem-ticket-or-vice-versa) 

This is desperately needed.

View comment · Posted Feb 07, 2024 · Kate

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Kate created a post,

Post Feedback - Voice (Talk)

First off - I know that this can be done with omnichannel routing. For a multitude of reasons, omnichannel routing is not viable for our company. 

However, I do still feel that Talk itself could benefit from overhauling the routing currently available on IVR menus. 

Our company supports 8 languages, but not all of our agents speak each language. In order to support Talk, we now have a different group for each language, and we use these groups in the IVR to route to the appropriate agents. The purpose of these groups is solely for Talk, meaning we have extraneous group configuration that's not really necessary. 

It would simplify our Talk workflows and backend configuration if rather than relying on Groups to route to agents in the IVR, we could use Skills themselves to route to the agents who speak the appropriate language. 

Posted Jan 12, 2024 · Kate

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Kate commented,

Community comment Q&A - Tickets and email

mind on hiatus

When you mean closed, do you really mean solved? Meaning, when you solve a ticket you want a the following scenarios: 

- Solving without notifying the user
- Solving with notifying the user

In that case, there's a simpler workaround to this by using tags to prevent the email from being sent when you don't want to email the user.

Find the trigger you have which is sending an email notification to the user whenever a ticket is solved (dependent on your customization, you may have a different trigger, but there is a default "notify requester of solved ticket" or something like that). 

Add a condition to your ALL set that is tags contains none of the following [custom tag]. For us, we use silent_solve. Here's a screenshot of our solved notification trigger with this condition built in (again, all in the Meet ALL of the following conditions set): 



Anytime we want to solve a ticket without notifying the requester, we add the tag silent_solve to the ticket (manually, by macro, or however you want to add it). That way, the ticket will solve (and ultimately move to close) without any notifcation to the end user. 

View comment · Posted Nov 02, 2022 · Kate

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Kate commented,

Community comment Feedback - Reporting and analytics (Explore)

Got it - You could  use the COUNT(Tickets), add a filter for ticket type (incident), add the Ticket problem ID then filter the Ticket problem ID to Null and it should return the count of all non-associated incidents.

You could add other attributes like Ticket ID, subject or other ticket fields and that will return the details of the incident ticket that is unassociated, which may help you identify which problem it should be attached to, but I understand if this may not be what you're looking for. 

Overall, problem and incident reporting in explore is pretty garbage in my experience, but I hope this might help at least a bit. 

View comment · Posted Aug 18, 2022 · Kate

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Kate commented,

Community comment Feedback - Reporting and analytics (Explore)

Hey Reshma Patel

You should be able to report on the count of incidents by problem ID, but you won't be able to see any details about the Problem tickets themselves on the report. If you do know the problem ticket IDs you can filter it, but from the report itself you can only pull ticket details from the incidents (since that's the metric) and nothing about the problem itself. If you only need incident counts, these should work for you. 

View comment · Posted Aug 18, 2022 · Kate

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Kate commented,

Community comment Q&A - Reporting and analytics

No worries - I genuinely appreciate the information you've provided so far, and appreciate you taking the time to share so much of it! 

 

View comment · Posted May 12, 2022 · Kate

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