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Sara Pearson

Joined Dec 07, 2021

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Last activity Aug 23, 2023

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ACTIVITY OVERVIEW

Latest activity by Sara Pearson

Sara Pearson created a post,

Post Q&A - Reporting and analytics

We need a report that will tell us the last update provided by the assignee of the ticket.  Ideally a bar graph that we can group together e.g. 1-5 days since last update by assignee. I dont see any way to report on this right now in Explore.

Posted Aug 23, 2023 · Sara Pearson

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Sara Pearson commented,

Community comment Developer - Zendesk APIs

View comment · Posted May 09, 2023 · Sara Pearson

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Sara Pearson created a post,

Post Developer - Zendesk APIs

Hello,

We are trying to extract all tickets from our Zendesk instance and send to another ticketing platform. I understand that this probably has to be done using the API but I cannot find anything specifically to give to our developer due to the range of things we need from the tickets.

Things we need extracted from the tickets:
Subject
Requester info (name, email, org., requester type)
Assignee
Form
ALL ticket comments (internal, external, call logs)
Ticket events 
Attachments
Category and sub-category
Type
Jira ticket #
2-3 Custom fields

If someone could just point me in the right direction in the documentation please, I would greatly appreciate it.

Thanks.

Edited May 09, 2023 · Sara Pearson

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Sara Pearson commented,

CommentExplore recipes

@... Yes, I followed the instructions exactly. Thanks!

View comment · Posted Sep 08, 2022 · Sara Pearson

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Sara Pearson commented,

Community comment Feedback - Ticketing system (Support)

@... Is there any update on this? You mentioned over 2 years ago that feedback was being passed on. Thanks!

View comment · Posted Sep 07, 2022 · Sara Pearson

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Sara Pearson commented,

CommentExplore recipes

Eric Gao This report doesnt work. I followed the instructions exactly and I get this error, but I know for a fact there are follow-up tickets..

View comment · Posted Sep 07, 2022 · Sara Pearson

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Sara Pearson created a post,

Post Q&A - Reporting and analytics

I am trying to create a report that shows time between a new ticket created to resolution (solved) for a specific group of people and categories.

I want to calculate this time up to ticket status Solved and exclude time between Solved and Closed as we have a 30-day window between Solved and Closed, causing the numbers to be highly inflated.

Is there a way to do this?




Posted Jul 25, 2022 · Sara Pearson

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Sara Pearson commented,

CommentWorking with articles in the knowledge base

Does the link have to be a direct file link? 

View comment · Posted Jun 28, 2022 · Sara Pearson

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Sara Pearson created a post,

Post Q&A - AI and automation

We currently have our Level 1 agents assign specific types of tickets to a Level 2 group, and then agents from that specific group are expected to assign the ticket to themselves. 

I am looking for a way to run a trigger if a ticket has been assigned to a Level 2 group but not picked up by a specific Level 2 agent for more than a certain period of time.

 

Posted Jun 23, 2022 · Sara Pearson

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Sara Pearson commented,

Community comment Feedback - Help Center (Guide)

Has this been done? It still says planned expected plan to release was before the end of 2021

Katarzyna Karpinska

View comment · Posted Jun 17, 2022 · Sara Pearson

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