Delaney F.

1. Explore
2. ...
3. Writing formulas
4. Writing Explore formulas

Hi Zendesk Team -- I am using the SUM (% Achieved SLA) metric to track our achievement rate over the last 30 days.  I want to add a constant threshold, let's say at 90% for example, and have it add...

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• Delaney F.
• Created January 13, 2022 22:35
• 2 votes

1. Support
2. ...
3. Ticket customization
4. Managing your ticket forms

  Zendesk Team Hi -- We have a triaging process that involves marking the issue type in ticket form A, then moving it to a new view and updating to ticket form B. Is there a way to carry the issue ...

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• Delaney F.
• Created November 16, 2021 20:00
• 0 votes

1. Explore
2. ...
3. Explore recipes
4. Time Tracking app: Metrics you need to be measuring

Hi -- I just started using the ticket tracking app, so i'm not anticipating to see a large amount of data but I do have time logs visible in tickets and see the app is tracking time. When I then go...

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• Delaney F.
• Created November 13, 2021 01:54
• 0 votes

1. Objects and rules
2. ...
3. Business rules
4. Setting up triggers for side conversations

Hi -- this may be impossible but would there be any way to have automatic replies not trigger the reopening of a ticket/email notification of a reply? Often, when we have to email 3rd party recipie...

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• Delaney F.
• Created November 11, 2021 20:42
• 0 votes