GS Admin

Dainne Kiara Lucena-Laxamana

thanks for your response.

I have created created a calculated metric for ticket assigned from one group to another , but i am not sure how i can get the details on how to break down this count to get how many tickets were sent by a particular agent.

If i give assignee name in rows i get the current assignee , but i need count of how many tickets were send from one  group to other group by each support agent.

What we are trying to find out is out of the total tickets assigned to L1 agents monthly how many of these tickets are being sent to L2 for further investigation.

I have report for tickets assigned to agent and another report for tickets sent to L2 we have 2 different reports as we are using different attributes . i want to see if there is  a way where i could display both the values in same report and then calculate the percentage.

 

Hi team ,

I am looking to create a report for tickets sent from L1 group to L2 group .

So i want to create a table which has the total number of tickets assigned to each agent and out of that how many were transferred to L2 team for  further investigation.

we have  a few unique identifiers like when a L1 agent sends tickets  to L2 , a tag gets added  to the ticket and there is a check box which is checked and also there a drop down filed in which the agent will update his name so that we know that the ticket was sent to L2  by him.

I have tried to  create a report with the tickets assigned per agent.But i am unable to add the column where the  count of  transferred tickets will be displayed .

Could anyone please help me , as i have tried a lot of things and still i am unable to figure out a way for creating the above report which is one of our KPI's we need to track.

Hi,

We have recently added pausable update SLA for our customers .

I feel that this is a really great feature , but we have been facing a few issues with this SLA not kicking in on time .

on update from Zendesk support we have found that for the SLA to kick in and work efficiently the agent will have to post a comment on a new ticket and put it in any other status other than pending and on then the agent has to post one more comment and set it to pending for this SLA to kick in.

So my suggestion will be if we can add a feature where where the SLA kicks in when the ticket is created and is active in the lifecycle of the ticket but stops when the ticket goes to pending and resets when it is open or any other status .

So this will help us solve the problem that the SLA is not active when the ticket is in pending and waiting for customer response and when it is open or on any other status the agents will have to put in regular updates on the tickets.

Hi ,

we have a lot of organisations in our zendesk , and we also add tags to orgs when they are created .

Is there a way where i could generate a report in explore for the orgs which have a particular tag added in the organizations tab?

Hi ,

is there a way where i could addd different trigger to post slack notifications in different channels .

I want to post notifications in different channels for different trigger conditions .

for example , whenever a ticket is assigned to L2 it should post in l2 channel and L1 in different channel , urgent tickets should be posted in different channel etc.

Hi Team ,

when i add condition in from it hides the fields until that condition is met , is there a option where the fields are not hidden and also are required to be filled by agent when they are updating the tickets?

Hi Dane,

i have one more query i have different schedules and tickets are assigned to different schedules depending on few conditions , so i have one schedule that is 24*5 and the other is 8*5 , so do i need to add different bum bum solve for both schedules , as i want to send the first follow up after 2 business day since pending and second follow up should go after 1 business day of the first and finally the ticket should be solved after 1 day of the second follow up .

Currently my automation is working fine for the tickets with 24*5 schedule , but for 8*5 schedule the first follow email is taking a lot of time .

So any suggestions ?

Hi ,

I have added a condition to send first follow up email on tickets which are pending for more that 48 hrs , but the automation is not sending emails on few tickets and i have checked the tickets are pending for more than 3-4 days still no email is being sent , so please help.

Hi ,

i am able to add private comments on tickets using target url and triggers , but when i try to use the similar login for webhook , only the tags are getting added from trigger but comment is not getting added , so could anyone please help :

 

 

trigger :

Hi ,

I just want to know if the periodic update SLA is stopped for pending tickets or not ?

Cos i can see that there were a few tickets where periodic update was breached and not other SLA was breached even thought the ticket was in pending state .

So please help!!