Joana Crisostomo

1. Using Support
2. Reporting and performance
3. Calculating first reply time (Professional and Enterprise)

If I'd like to measure FRT for a specific date (say yesterday), what's the best date dimension to use in the filter? That is, I want to know what's the FRT only for all tickets that were first repl...

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• Joana Crisostomo
• Created February 22, 2018 17:34
• 0 votes

1. Using Support
2. Support workflow
3. Using the "Ticket Received At" condition

Thanks a lot for your input @Andrew! Precious thinking :)

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• Joana Crisostomo
• Created February 22, 2018 12:36
• 0 votes

1. Using Support
2. Support workflow
3. Using the "Ticket Received At" condition

Thanks @Andrew. I can see that most conditions in triggers or views can be set up in the negative (e.g. 'channel' is not..., or 'integration account' is not...), but unfortunately 'received at' is ...

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• Joana Crisostomo
• Created February 21, 2018 21:40
• 0 votes

1. Using Support
2. Support workflow
3. Using the "Ticket Received At" condition

How can we create triggers and/or views based on the negative, that is, for emails whose "received at" *is not* xxx@xxx.xxx?

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• Joana Crisostomo
• Created February 21, 2018 18:44
• 3 votes

1. Advice and troubleshooting
2. Tickets
3. Why is my ticket field not displaying to end users on my Submit a Request form?

Hi, I've managed to enable customised fields to the 'submit a request' form. However, I seem to be unable to edit the fields order of appearance - though I was able to do this for the web widget co...

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• Joana Crisostomo
• Created January 26, 2018 12:53
• 0 votes

1. Community
2. Zendesk Web Widget EAP - Web Widget Customizations
3. Changing confirmation message after form submission via widget

We'd also like to customise the text so we could give a time expectation to customers of when their query is going to be answered, and/or show our working hours. Is this something already possible ...

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• Joana Crisostomo
• Created January 23, 2018 12:33
• 3 votes

1. Using Support
2. Channels
3. Setting up your Facebook channel

If an end user leaves a comment on the Wall post later than one week after the post was created, we don't get any notification. I understand a comment cannot be added to the post ticket as it's alr...

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• Joana Crisostomo
• Created September 11, 2017 16:53
• 1 vote

1. Using Support
2. Channels
3. Configuring components in the Web Widget

Thanks @Nicole.  So if I understand correctly, when the end-user sees the web widget window in our website, the default fields they'd have to fill in would be just subject and description?

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• Joana Crisostomo
• Created September 06, 2017 15:43
• 0 votes

1. Using Support
2. Channels
3. Configuring components in the Web Widget

What are the fields that are included in the Contact form by default, if no custom fields are added?

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• Joana Crisostomo
• Created September 05, 2017 11:04
• 0 votes

1. Using Support
2. Channels
3. Using custom ticket fields and ticket forms with the Web Widget

@nate Have you checked if any of your custom fields are marked as visible to end-users and editable? That was my issue.

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• Joana Crisostomo
• Created August 30, 2017 19:42
• 1 vote