Zendesk Community
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Last activity
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Activity overview
Latest activity by Zendesk Community-
Zendesk Community created an article,
Are there ways for certain skills to override other skills?
Question Are there ways for certain skills to override other skills? For example, in my account, we have two types of skills: language and billing. If a ticket comes in and the individual skills F...
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Zendesk Community created an article,
How do I reassign a ticket back to the general group after a set time?
Question I want all tickets with no response from agents to assign back to the general group after 12 hours so that other agents can respond to it. How do I reassign a ticket back to the general gr...
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Zendesk Community created an article,
Can an email from a business rule satisfy SLA targets for wait time?
Question I want to use a trigger or automation to respond to customers in order to to avoid a breach of our SLA targets such as the first reply time. Can an email from a business rule satisfy SLA t...
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Zendesk Community created an article,
Can I hide internal notes in tickets?
Question Can I hide internal notes on tickets? Answer There isn't a way to hide internal comments on a ticket. All agent roles will be able to see internal comments if they have access to the...
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Zendesk Community created an article,
Can I create a metric to give the time spent working on each ticket during last month?
Question Can I create a metric to give the time spent working on each ticket during last month? Answer Yes, you can do this by using the Time Tracking app and Explore. To create custom metrics to...
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Zendesk Community created an article,
Can I use the unsolved tickets metric as filter for the time filter widget?
Question I want to add a time filter widget on our dashboard for unsolved tickets. Can I use the Support: Tickets [default] - Unsolved tickets metric as a filter for the time filter widget? Answer...
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Zendesk Community created an article,
Can I send an email notification when a date ticket field changes?
Question I want to send a notification when a custom date ticket field is updated. Is this possible? Answer No, there is no business rule with a condition that can identify changes in a custom dat...
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Zendesk Community created an article,
Can I stop agents from creating new user profiles?
Question Can I stop agents from creating new user profiles? Answer Yes. In Support Enterprise you can change the agents' roles settings so they can't create new user profiles. To restrict user cre...
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Zendesk Community created an article,
Can I alter a custom ticket field type?
Question Can I alter a custom ticket field type? Answer No, you can't change the ticket field type after creation. You need to create a new custom field and remove the original from your ticket fo...
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Zendesk Community created an article,
Can I avoid the clutter caused by multiple custom fields displayed on tickets?
Question Can I avoid the clutter caused by multiple custom fields displayed on Zendesk Support tickets? Answer Yes. There are a few different ways to accomplish this based on your plan level. If ...