Sarah Seiwert

If I wanted to create something similar to track “request types” coming in and their quantities, would I just replace the attribute Ticket created - hour with “request type, or would there be something else I'd need to do?

Yes, I agree. Because of this cost-prohibitive model, I'm looking for other (and more robust TBH) solutions outside of Zendesk. 

Is it necessary to have a pausable and periodic update SLA on the same defined policy? They sound so similar and perhaps there's some redundancy there that I can choose one or the other based on what I want to have happen for my tickets? 

This doesn't seem to be working for me. It's telling me that I have syntax errors. Besides changing days to hrs), what else am I missing. I'm a coding novice, so please be kind to me, community!

Is "periodic updates" a measurable metric? I can't seem to find it anywhere on Explore to add to my reports.

Finally! It worked! Thanks, Amie Brennan!!

Oof, still not successful. What's the problem on my end? Is it how I've defined the trigger against what the JSON is trying to read? 

Here's the webhook with a basic authentication of my [email/token] (for now...) and API token for the password: 

Followed by the trigger (first part). Originally selected "Comment is [Present, and request can see the comment], but that didn't quite match the description, so opted for "Comment is Public"
And second part:
With error: 

And finally, the JSON for the dynamic content: 

Also, Stephen Belleau - for step 2, basic authentication with an API token, will the user name be inputted as  email@address.com/token, or will it be [my Zendesk authentication email]/token (as email@address.com was just a representative placeholder for those creating the webhook)? 

Hey there, Dan Cooper - I'm needing more direction on how to bypass that JSON error. Can you show me exactly what's supposed to be copied/pasted into that block? I don't know what a dynamic content block is, and I'm not as savvy with this stuff as others are on the thread. Thanks for your guidance!

I'm trying to find a way to restrict article access to anyone who has a specific domain name. For example, I only want members of our internal community with the @andela.com domain to access certain content within our help center. Secondly, it's a large audience (over 50 people for sure) and there's a limitation of 50 people, so is there any creative way around that?