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Denise von femSense

Joined Apr 14, 2022

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Last activity Nov 14, 2024

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ACTIVITY OVERVIEW

Latest activity by Denise von femSense

Denise von femSense commented,

CommentCreating dashboards

Hi,

 

How can you adjust the data filter in the new Dashboard builder? In the old Dashboard builder you were able to choose a display name, if multiple selections should be possible, different sorting options of the data and displaying the selected data. 

I cannot find any of these options with the new builder??

 

View comment · Posted Nov 14, 2024 · Denise von femSense

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Denise von femSense commented,

Community comment Feedback - Reporting and analytics (Explore)

+1 for this

I am again stunned that Zendesk has not implemented the simplest of functions 

View comment · Posted Sep 06, 2023 · Denise von femSense

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Denise von femSense commented,

CommentCustomizing reports

I am trying to figure out how to display the percentage of tickets with a certain tag. But everytime I select this individual tag, it just shows this tag as 100%. 

It works when I add "ticket tag" as attribute, but as soon as I select an individual tag (for example "united_states") it adjusts the circle so, that this tag is used as 100%.

View comment · Posted May 30, 2023 · Denise von femSense

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Denise von femSense commented,

Community comment Q&A - Reporting and analytics

Hi Sabra,

Thank you for your answer. Is there a way to see all tags of tickets with a specific tag?

For example I want to see all tags of tickets which include the tag "united_states".

View comment · Posted May 30, 2023 · Denise von femSense

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Denise von femSense created a post,

Post Q&A - Reporting and analytics

Hi,

I want to know how many tickets with tag A also have tags B and C. For example I have tickets with the tag productfeedback and I want to know how many of the tickets with this tag also have the tags new_feature and optimization.

How do I do that? For everything I tried, Explore just shows me all of them combined in one circle diagram.

Posted May 09, 2023 · Denise von femSense

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Denise von femSense commented,

CommentTeam members and groups

How can I grant an agent the permission, to assign another agent of a different group?

View comment · Posted Apr 21, 2023 · Denise von femSense

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Denise von femSense commented,

Community comment Q&A - Tickets and email

Hi Gabriel,

Thanks for this addition. From what I have found in my search, this is only available for Enterprise. We use Professional. 

 

View comment · Posted Apr 13, 2023 · Denise von femSense

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Denise von femSense commented,

Community comment Q&A - Tickets and email

Hey Oliver,

Thank you! Unfortunately we are not using Enterprise, only Professional. But your tip regarding using triggers was really helpful!

View comment · Posted Apr 12, 2023 · Denise von femSense

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Denise von femSense created a post,

Post Q&A - Tickets and email

Hi,

Long story short – we need to forward tickets received at a specific channel (a specific e-mail address to be precise) to a group of agents. 

I have tried to google it and also tried it myself in Zendesk using automations. I am unable to make it work. 

In addition to that, I would like for this specific group to only be able to have access to these tickets. Is there a way to do this?

Posted Apr 12, 2023 · Denise von femSense

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Denise von femSense created a post,

Post Feedback - Ticketing system (Support)

As the title says, I have noticed that Answer Bot only suggests articles based on the subject of a ticket and not the description (the actual ticket). 

Since our developer created the ticket form so, that the brand name is by default in the subject (which is needed so that we can automatically differ between brands as per Zendesk), most clients do not change the subject (even if they could).

But even if the client changes the subject, the whole description is still way more meaningful than a "I have a problem with your app" for example.

This results in more tickets which have to be answered by an agent than necessary, simply because Answer Bot suggest no or wrong/ unhelpful articles.

I have created a ticket based on this topic. The reply from Zendesk was that they asked their IT and it is not possible to change the Answer Bot so it suggest articles based on the description of a ticket. They also told me to create a post here to ask the community if they found a workaround.

Posted Jan 05, 2023 · Denise von femSense

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