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Thomas Lang

Joined Sep 06, 2022

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Last activity Mar 22, 2024

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ACTIVITY OVERVIEW

Latest activity by Thomas Lang

Thomas Lang commented,

CommentExplore recipes

Hello,

Is this to calculate the total time between each update no matter the ticket?

So for example, I have this report set up in support updates history, and I am trying to determine how in Zendesk I can show the sum of time between each update. So in an 8 hour day, how time in a day is spent not updating tickets.

View comment · Posted Mar 22, 2024 · Thomas Lang

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Thomas Lang commented,

CommentWriting formulas

I am trying to create a formula that will track anytime someone changes the form field to something specific: Here is my formula, but I believe the changes value requires API, anyway to do this in explore wihout it? 

IF ([Changes - Field name]] = "Ticket Form" AND [Changes - Previous value] != "Ticket Form 1" AND [Changes - New value] = "Ticket form 1") THEN [Update ticket ID]  ENDIF

 

View comment · Edited Jan 16, 2024 · Thomas Lang

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Thomas Lang commented,

CommentTicket customization

We used to be able to drag each column and resize them and it would stick every time I refreshed or logged back in. Now with the custom layouts, do I have to adjust it upon every refresh? Is there a setting missing or is this a known issue?

 

View comment · Posted Jan 10, 2024 · Thomas Lang

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Thomas Lang created a post,

Post Developer - Zendesk APIs

Hello

I am creating my first app, and I have gotten pretty far. I am new to the developer world. I created the app that will essentially pin internal comments. However, I only want it to pin comments that were written by and end user, and not comments that were turned into private comments from an email coming in?

Any suggestions to make this happen?

Thank you

Posted Jan 03, 2024 · Thomas Lang

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Thomas Lang commented,

Community comment Feedback - Ticketing system (Support)

Yes should be intergrated. Every platform seems to do it but ZD.

Maybe Zendesk will do something, without us needing to pay for 3rd party apps?

T

View comment · Posted Oct 05, 2023 · Thomas Lang

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Thomas Lang created a post,

Post Feedback - Reporting and analytics (Explore)

We have the ability to see how long it takes for user to reply to a customer request. But I would love to be able to see a metric for how long it takes a customer to respond if we send them an email. We deal with certain clients and managing their response time is essential.

I raised a help ticket and was informed this is not possible.

Lets make it happen!

 

Posted Sep 15, 2023 · Thomas Lang

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Thomas Lang commented,

CommentMetrics, attributes, and filters

Hello. Looking for a response to Brieuc question as well.

Why does it show 5 missed call legs under one phone number in the drill in?

 

View comment · Posted Aug 29, 2023 · Thomas Lang

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Thomas Lang created a post,

Post Feedback - Ticketing system (Support)

Hello,

Zendesk e-mail support would be an absolute game changer, right now any email that comes into support generates a new ticket. But not everything needs to be a ticket.

It would be an absolute game changer for Zendesk, if an email comes into your instance, you can treat it as a regular email. Forward, reply, BCC, etc, receive absence alerts, and create distribution lists. From that inbox, you can choose whether or not to create a ticket. If you wanted the ticket creation you can still set this up using triggers and automation. This way you get the full power of an email platform, and the additional ability of a ticketing system. Best of both worlds. This would open up your platform to so many more customers and can really keep the ticket numbers down for a large enterprise.

Does anyone else use this separately now, how do you work them together? Just want my team to work with one system and not have to juggle between multiple systems where possible.

Make this happen ZD! 

 

 

Edited Aug 07, 2023 · Thomas Lang

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Thomas Lang commented,

Community comment Discussion - Tips and best practices from the community

Hello, 

So I am trying to do something similar but the opposite. We calculate agent comments as a metric, but I want to identify how I can count how many of those comments are agents who simply respond thank you/thanks to a customer/vendor.

Does anyone know how to accomplish this?

Thank you

View comment · Posted Aug 01, 2023 · Thomas Lang

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Thomas Lang commented,

Community comment Feedback - Ticketing system (Support)

How is this not a feature yet? I wouldnt think it is overally complicated? Any news on this?

 

View comment · Posted Mar 28, 2023 · Thomas Lang

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