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Chandra Robrock

Support Specialist Lead at FullStory

Community Moderator
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Activity overview

Latest activity by Chandra Robrock
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    Chandra Robrock commented,

    To my knowledge, the Due Date ticket field wouldn't be limited to a specific plan, but I'm not sure about languages. I actually don't work at Zendesk - just a power user of the software - so that m...

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    Chandra Robrock commented,

    These were to the two conditions that I thought could work well for you: Mind confirming if these were the specific conditions that you're having trouble locating on your end? If you're looking fo...

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    Chandra Robrock commented,

    Darren Muizelaar Thanks for passing these along! Right now, this trigger is going to fire upon every ticket update, which would explain why it'd rerouting the ticket back to the Managers group upon...

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    Chandra Robrock commented,

    Hi Darren! My guess is that the trigger that is assigning specific tickets to this group is doing this upon ticket update rather than ticket creation (a one time event). If you check the Events tab...

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    Chandra Robrock commented,

    I think you should be able to see these options, as long as you're on a plan that allows you to build custom triggers (which it sounds like you're on).  Would you mind confirming what Zendesk Suppo...

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    Chandra Robrock commented,

    Hi David Reed! These queries should return results for both tickets that were created by the end-user as well as the agent. However, if you're ultimately looking to report on the number of touches ...

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    Chandra Robrock commented,

    There are a few different ways that you could achieve this. But first, would you mind clarifying how you setup this particular custom field? Is it a true date field? If so, you should be prompted t...

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    Chandra Robrock commented,

    Hi Axel! You could create a Ticket View based on the "Hours since open" condition and then have it look for tickets that have been in the Open status for more than 3 days, based on either business ...

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    Chandra Robrock commented,

    Hi Linda and Bart - Try checking the default Zendesk Support dashboard in Explore. While there isn't a tab called Leaderboard anymore, this dashboard should show a lot of the same stats. It looks l...

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    Chandra Robrock commented,

    Hi Jay - Happy to help! First, would you mind confirming what Zendesk plan you're on? I'm wondering if perhaps you're on a plan that does not support the ability to create custom queries in Explore...