Ignacio De La Llave Lorenzo
- Total activity 57
- Last activity
- Member since
- Following 0 users
- Followed by 0 users
- Votes 32
- Subscriptions 13
Activity overview
Latest activity by Ignacio De La Llave Lorenzo-
Ignacio De La Llave Lorenzo commented,
+1 very useful in multiple scenarios
-
Ignacio De La Llave Lorenzo commented,
Hi, A similar solution to Tammy's has worked for us: Go to [yourZendeskdomain]/api/v2/tickets/[your ticket ID]/comments.json Look for your comment and find the "body" field (NOT html_body) it wil...
-
Ignacio De La Llave Lorenzo created a post,
Hide some roles from agent collision
Desired functionality: Hide some users so their profile doesn't appear in the "Also in this ticket" View Pratical case: Our Q&A department is monitoring some support calls live (at the same time...
-
Ignacio De La Llave Lorenzo created a post,
Load Custom Resources data into Insights
The Custom Resources functionality would be much more useful if the data would be imported to Insights. For example, we would like to use Custom Resources to link organizations together for enterpr...
-
Ignacio De La Llave Lorenzo commented,
Looking for a specific change in over 1000 pages is ridiculous. A way of searching/filtering or at least exporting the Audit log seems easy to implement and would have big benefits
-
Ignacio De La Llave Lorenzo commented,
Some of the ideas here would be very useful for us but at least to have the ability to add some columns to the incident view would already make a big change.
-
Ignacio De La Llave Lorenzo commented,
Hi Sue, Total time spent (sec) is a fact not an attribute. It should be under Elements > Facts
-
Ignacio De La Llave Lorenzo created a post,
Attaching external email to ticket
AnsweredHello, While supporting a client, there are cases in which we have to create a ticket for a third party that provides support for the hardware. We have created a macro and a trigger so now, when th...
-
Ignacio De La Llave Lorenzo created a post,
Assignee when text field was changed
Hello, I am working on a report to check which agent used a concrete macro. This macro does a few things but the easiest to track in insights is the change of a checkbox (mis escalation ops) that w...
-
Ignacio De La Llave Lorenzo commented,
Sorry for going back and forth with this question. My issue at the moment is the following: My "Total time spent (min)" looks like the one in this article: SELECT SUM(IFNULL([Numeric Field] New val...