Trust Payments Ltd.

I agree with much of the comment above on missing features and note Export is not really discussed too much.  Is this still due for General Release?  When is General Release due?

Exactly that, I agree with Tim.  My previous post is still pending approval, I guess because I included an image.  Here it is in text only:

Hey Erin, thanks for this.  So are you saying that other parts of the reporting dataset for tickets, such as on the below image will dynamically reflect any custom statuses?  

Are our custom statuses now going to be an attribute within the metric sets? 

How about when we are reporting on ticket timings and their moving from one status to another - are they all now going to include the custom status where applicable?  

Hey Erin, thanks for this.  So are you saying that other parts of the reporting dataset for tickets, such as on the below will dynamically reflect any custom statuses?  

Are our custom statuses now going to be an attribute with the metric sets? 

How about when we are reporting on ticket timings and their moving from one status to another - are they all now going to include the custom status where applicable?  

The lack of reporting is meaning we cannot use the custom status functionality. It is stopping us expanding Zendesk use further in our business - and needs addressing asap.

I understand lots of people wanted this changed (and I agreed, as long as configurable by us which one - subject or requester - is displayed.  Our teams are wholly used to the requester now and so we wanted to approach this change like any other.  Upfront comms from Zendesk with date, we do internal comms, implementation is smooth.

But no - today, suddenly it's changed.  No comms, no warning.  No apparent configuration to change back to requester.

Zendesk, appreciate you finally responding to this thread and making changes, however this isn't good enough comms wise for us to manage our teams properly

Should be configurable to choose  between the two at least.  Or - at least display the title when you hover on the tab

The original poster here seemed to include an image , which I'm unable to view on the post still...

Having read through the thread, I'm still confused about how I can have the following 2 KPIs (can be simple numbers rather than graphs).  It's a simple dashboard and so I'm trying to achieve the following...

1. Tickets created  (easy and in place using standard metric)

2. Of those tickets in KPI 1, which are currently SOLVED or CLOSED.

Everything I try seems to give me total crated / solved on any given time period, rather than KPI 2 being a subset of KPI 1.

Hope that's clear and that someone can help :-)

Any update please Salvador Vazquez or @... - keen to understand latest as have just expanded use of ZD in our organisation.  So, view will soon become a challenge for us.  (cc Dermot Clerkin, account manager - and Ashley M from my side)

Totally agree, this is a critical feature and is preventing us from creating efficient reporting processes internally.  This coupled with no Explore API leaves us hand-tied to properly manage performance.  Unusual for an enterprise level tool such as this and not something we were made aware of when buying the tool!