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Dave Symonds

Joined Oct 13, 2022

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Last activity Jun 29, 2023

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Latest activity by Dave Symonds

Dave Symonds created a post,

Post Q&A - Tickets and email

We have replies coming from Amazon  - 

  • we get an email
  • we reply
  • customer replies - its lands in Zendesk as a new ticket and not a continuation of the conversation

No such issue for all our other channels just this one.

Any help appreciated 

Posted Jun 29, 2023 · Dave Symonds

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Dave Symonds commented,

CommentBuilding reports

Hi.  I want to see the number of tickets with a status of  New and Open for each day of the week what column do I use?  What date can I use?  Can I even do the two together

I  have a ticket count as the metric but I want the columns to be days of the last week.

View comment · Posted Feb 16, 2023 · Dave Symonds

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Dave Symonds commented,

Community comment Q&A - Reporting and analytics

Hi

Same sort of issue but I had rows already I didn't want to hide - I just did the move metric to row and this gave me 3 columns and so I made that 3rd column invisible

View comment · Posted Feb 01, 2023 · Dave Symonds

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Dave Symonds commented,

CommentMeasuring success

Thanks Nara - so Solve and Resolution are the same thing

View comment · Posted Jan 05, 2023 · Dave Symonds

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Dave Symonds commented,

CommentTicket customization

Nope as it doesn't address the rather specific question - Can you increment a custom field value in an action in a trigger.  I cannot see anyway its possible so can so if you can tell me yes or no then I can stop wasting my time searching 

View comment · Posted Jan 03, 2023 · Dave Symonds

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Dave Symonds commented,

CommentTicket customization

Ok - so to confirm, that there a bunch of field type's you cant actually use when building an automation - like numeric?  Was there any reasoning behind that and is it likely to be expanded to allow this?

View comment · Posted Dec 19, 2022 · Dave Symonds

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Dave Symonds commented,

CommentBuilding reports

Thanks CJ - yea I kind of guessed but was desperately hoping....Will probably use some form  of custom fields and write our own app to handle it (follow ups).  The reporting functionality soooo limited.

View comment · Posted Dec 14, 2022 · Dave Symonds

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Dave Symonds commented,

CommentBuilding reports

Hi. 

Trying to figure out how we can report on the dates that tags were set - for example we set a 2day reminder tag  - how do we identify the day the tag was set?

 

Cheers Dave

View comment · Posted Dec 14, 2022 · Dave Symonds

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Dave Symonds commented,

Community comment Feedback - Ticketing system (Support)

Tumbleweeds - given Benji's last comment was 5 months ago he has probably departed the company and this is just hanging

View comment · Posted Dec 13, 2022 · Dave Symonds

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Dave Symonds commented,

Community comment Feedback - Ticketing system (Support)

They are like Atlassian (Jira/Confluence) - using their business model - don't add in any basic expected functionality - make the user pay for add-ons

View comment · Posted Dec 13, 2022 · Dave Symonds

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