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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,

    Tim Grimshaw It really depends on the exact query you'd like to run. In general, the Updater Name will be the easiest Attribute to filter off of since it's relevant for most queries. It definitely ...

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    Chandra Robrock commented,

    Richard Sands Thanks for passing the exact query you're using along! The reason you're only see full agent seats is because Light Agents actually can't be assigned a ticket, so they would never sho...

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    Chandra Robrock commented,

    Welcome to Zendesk and excellent question! In order for a user's email to be verified in Zendesk, a user would need to click a link in the Zendesk verification email that is sent when a new user is...

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    Chandra Robrock commented,

    Hi Beth! I'd love to see if I can help as I definitely ran into some nuances when I was getting our Zendesk Organization mapping setup initially. In general, users must have a verified email addres...

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    Chandra Robrock commented,

    Hi Damian Przybyła - Happy to help! Depending on your exact use case, you'll want to modify the Notify group of assignment trigger or create brand new triggers (if you have a few different groups y...

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    Chandra Robrock commented,

    Hi Richard! We use Light Agents at my company as well. I just checked a few Light Agents and it looks like those agents are classified as the Agent user role in Explore on my end. Mind sharing the ...

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    Chandra Robrock commented,

    Hi Chris - thanks so much for clarifying! We use the @mention feature frequently at my company, and it should automatically add any agents that are mentioned as a Follower on the ticket. When you s...

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    Chandra Robrock commented,

    Hi Chris - When a user is mentioned on a ticket, they should already be receiving an email notification once they've been mentioned. Are your agents not receiving this email notification, or was th...

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    Chandra Robrock commented,

    Unfortunately, it wouldn't be possible to be redirected to the Home or View page after the agent submits an update to the ticket. In terms of saving your agents clicks in between tickets, Zendesk's...

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    Chandra Robrock commented,

    Hi Edd - Great question! You're seeing this behavior due to the one-to-many relationship that tags have with tickets.  However, you can definitely achieve this by creating a Standard Calculated Met...