Stephen Fusco
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Last activity
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Activity overview
Latest activity by Stephen Fusco-
Stephen Fusco commented,
Hi again Sivan, So I think the problem may be a plan limitation. Given your description of your trigger options, it sounds like you're on an Essential plan which has limited options for business r...
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Stephen Fusco commented,
Hi Sivan, The first thing I'd suggest is reading over this article: About the support default triggers. By default, your Zendesk comes with a few pre-built triggers that send notifications. In you...
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Stephen Fusco created an article,
Can I create a free form text field option within a drop-down list?
Question I need to create a text field option for miscellaneous issues that my agents can fill out in my drop-down list. Is it possible to add an option to enter a line of text? Answer No, it is no...
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Stephen Fusco created an article,
Does Zendesk have an integration with LinkedIn?
Question Does Zendesk have an integration for LinkedIn posts and chats? Answer No, there is no native integration between Zendesk and LinkedIn. However, there are third-party apps and integrations...
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Stephen Fusco created an article,
Why can't I see most of the attributes when reporting on Backlog Tickets in Explore?
Question I am trying to report on the backlog of my account by using one of the backlog metrics located in the Backlog Tickets (Unsolved) folder but I am unable to use most of the attributes I see...
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Stephen Fusco commented,
Hello Bill, Thank you for reaching out to us. Based on your screenshot it looks like you've selected the wrong dataset. You'd want to select the dataset called "Support: Ticket Events" from the lo...
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Stephen Fusco commented,
Hello Renee, Requester wait time is the combined time a ticket spends in the New, Open, and On-Hold statuses. This will also be a median if you use our default metric. This metric is an average o...
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Stephen Fusco commented,
Hello Capucine, Thanks for your question. Unfortunately, Guide was not designed to be used in isolation. Host mapping is a setting within the support interface and we are not able to enable this f...
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Stephen Fusco commented,
Hello Celicia, Unfortunately, ticket comment data is not synced with Explore. Ticket comments pose a particular challenge to our developers as that data is generally large and syncing it in an suit...
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Stephen Fusco commented,
Hey Nargiz, It should update within an hour or two. We need to sync the changes from our billing platform which is what can cause that delay.