Hope Saldana
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Total activity21
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Last activity
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Activity overview
Latest activity by Hope Saldana-
Hope Saldana created a post,
Workaround for Auto-Assigned Tickets for Out of Office Agents!
Hello Zendesk Community! I wanted to share a recent work around I discovered relating to ticket routing when you have agents out of office who are automatically being assigned tickets. Let me expla...
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Hope Saldana commented,
That did it! It takes a couple minutes to take effect, but when I checked it 15 minutes later it was removed. Thank you!
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Hope Saldana commented,
How do I remove the Skills dropdown on tickets/agents if we are not using Skills right now? I added it to test it out for a couple days, but it does not fit with our workflows. Now I need to remove...
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Hope Saldana created a post,
Adding Custom Status Options in the Status Filter on the My Requests Page
Our customers love the new custom statuses, but would appreciate the ability to filter their tickets based on the custom statuses we provide. It is confusing to them that the statuses do not match.
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Hope Saldana created a post,
Sorting Views by Custom Statuses
The new custom statuses feature is amazing! However, there is a limitation in Views. Currently, you can only sort views by the custom status category and not by the individual custom status values....
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Hope Saldana commented,
Aha! That was it. I changed it to "COUNT" and it worked. Should have seen that one! Thank you so much!
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Hope Saldana commented,
Gab, Thanks for the tip! I changed that and its closer.. But it looks like its pulling in the update ID instead of a count of the Ticket ID. I changed the metric to pull the Ticket ID at the end...
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Hope Saldana commented,
This post has been very helpful! I need to go one step further and calculate the daily average an agent changes a custom field to "yes." We have an integration with Jira and in order to track which...
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Hope Saldana created a post,
Need an Explore Recipe for Daily AVG # of Jira Tickets Created Per Agent
I am trying to create a report that tells me the average number of Jira ticket creations an agent does in a day from the Jira/Zendesk integration. I have been looking at the below articles for ref...
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Hope Saldana commented,
+1 from me! I am in the process of cleaning up our fields and data in Zendesk and would like to review all active reports to ensure I don't break them while cleaning up fields. I emailing everyone ...