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Graeme Carmichael

  • Total activity 2434
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Activity overview

Latest activity by Graeme Carmichael
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    Graeme Carmichael commented,

    Greg I believe you are correct in saying that your Explore report must contain one metric. From memory, way back in time, I am sure GoodData used to insist on that as well. To counter that, just in...

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    Graeme Carmichael commented,

    Eunice To list tickets where the satisfaction rating has been offered but no response has been given, you can use: HOW Ticket ID Ticket Satisfaction Score Ticket Subject FILTER Ticket Satisfacti...

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    Graeme Carmichael commented,

    Teri So we already have a metric, #users,  to count new active users: We now need to sum this from the beginning of time: ...to give you the total active users at any point in time: # Users, the...

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    Graeme Carmichael commented,

    Alexandre  Just before the WHERE part of your metric you have ‘/60’ to convert seconds to minutes.  You can replace this with ‘/60/60’ to convert to hours or ‘/60/60/24’ to convert to days.  

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    Graeme Carmichael commented,

    Yoni I agree. In the meantime, just in case you have not found it, there is a workaround. Go to https://YOURZENDESK.zendesk.com/users and you will be able to find an agent and assume their identity...

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    Graeme Carmichael commented,

    Sorcha To restrict the report to solved tickets, use the filter section. You probably want to include solved and closed status in the filter. To restrict to recent tickets, also add a date solved ...

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    Graeme Carmichael commented,

    Louis Rather than use PUT use POST.  This will remove existing tags and replace with values specified as long as the tickets are not closed. 

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    Graeme Carmichael commented,

    Walter if you know the users that want to use this feature, you can assume their identity and then follow organisation tickets on their behalf.  That would involve no more work than creating a trig...

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    Graeme Carmichael commented,

    Rotem I do not believe there is a native task list for each agent in Zendesk. You could create macros to add a private note to a ticket as a check list or to-do list for the agent.  Or there are a ...

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    Graeme Carmichael commented,

    The end user logs on to your Zendesk and follows the tickets for their organisation.  So they do not have to know the ticker exists  The end user is automatically CCed into all tickets. No further ...