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John DiGregorio
Joined Mar 08, 2022
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Last activity Jun 25, 2023
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Latest activity by John DiGregorio
John DiGregorio commented,
@bctsupport did you ever get publishing the reports to the community to work? I have been wanting to do this but can't find a quick or easy way to do it
View comment · Posted Jun 25, 2023 · John DiGregorio
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John DiGregorio commented,
Has anyone found a marketplace app or written code to export tickets? I really don't think creating a dashboard and scheduling it for every customer is the right approach. There is currently a design flaw with dashboards that if you change an underlying report you need to refresh every dashboard that uses it. Also, you can only scheduled dashboards on the enterprise plan which is a 50% uplift on maintenance, and creates it's own admistrative nightmare of adding users and removing users. Although I think the ladder has been corrected with org tags. I have used SalesForce and other products and this is core functionality on their community. What would be nice is if you could chart the data as well.
View comment · Posted Jun 16, 2023 · John DiGregorio
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John DiGregorio commented,
Gabriel Manlapig I have been working with support for two weeks on the issue and they still can't tell me how to set the tag on Open Tickets. It works fine for solved, on-hold and pending but won't update the Open tickets. I have tried creating different triggers but the only time it works is if I edit the ticket - which I would like automated.
View comment · Posted May 30, 2023 · John DiGregorio
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John DiGregorio commented,
Lea Møller Baun - add a filter for Last Updated
View comment · Posted May 24, 2023 · John DiGregorio
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John DiGregorio commented,
@Binh Du did you ever figure out how to include open tickets
View comment · Posted May 18, 2023 · John DiGregorio
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John DiGregorio commented,
How can I include open tickets? Currently it only shows Pending and on Hold. I want all statuses assisgned to the user to get the tag
View comment · Posted May 18, 2023 · John DiGregorio
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John DiGregorio commented,
Dane I have been using this report for a while now and noticed last week that I am off by a few records on numerous customers. I have tweaked my report and found there have been 72 cases open that have 0 value for created. The problem appears to have started in November and resolved itself in December. Can you please help me understand what happened. I looked at the history on the ticket and they all look fine. Again, they show up fine on regular ticket reports but not the history report
View comment · Posted May 02, 2023 · John DiGregorio
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John DiGregorio commented,
Is there any update for this? I just added 15 fields only to find out it is showing the requestors organization and not the ticket organization. Creating triggers only works when new or when the ticket is updated, which means it will also require automation. So basically 30 to 40 hours worth of configuration. This should be out of the box functionality - very disappointing
View comment · Posted Apr 25, 2023 · John DiGregorio
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John DiGregorio commented,
One of the issues with private tickets is if a person accidentally adds a public comment the ticket will show on the community. To make things simple I created a new brand called "hidden ticket". If the user doesn't have access to the brand they will never see the ticket. To prevent them from getting emails, I updated all of my notifications to exclude this brand. I hope this helps someone else
View comment · Posted Apr 18, 2023 · John DiGregorio
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John DiGregorio commented,
Liz W did you ever get an answer for this. I have wasted 4 hours today trying to get this to work and can't. It is frustrating that the name is required but then it goes on to say a unique_id can be used. The only thing I have found with testing is if I have two accounts all with the same information on the csv except for the external id it will match the right one. However, you can't have two companies in Zendesk with the same name so what good does it do
View comment · Posted Mar 17, 2023 · John DiGregorio
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