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Amitai Koren Lawrence's Avatar

Amitai Koren Lawrence

Joined Sep 05, 2022

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Last activity Jan 31, 2024

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ACTIVITY OVERVIEW

Latest activity by Amitai Koren Lawrence

Amitai Koren Lawrence commented,

CommentViews, ticket status, and ticket fields

Agree.
Amazing that 3 years passed and this is still an open issue

View comment · Posted Jan 31, 2024 · Amitai Koren Lawrence

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Amitai Koren Lawrence created a post,

Post Feedback - Reporting and analytics (Explore)

Hi,

As part of my routine, I'm sending a weekly digest to the team.

I was very surprised to find out, that the time settings in Explore - Zendesk Guide - Search tab have no impact on the last section of the report page "Search queries and top clicked articles".

According to the support agent, " The Report is by default excluding the time filter, which means it always shows the top clicks regardless of date".

I though that having a time filter option at the top of the page means it actually has impact on the content of the page.

Apparently, this option is available only with the more expensive suite.

 

Posted Jan 24, 2023 · Amitai Koren Lawrence

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Amitai Koren Lawrence commented,

Community comment Q&A - Tickets and email

Thank you for the quick reply!

View comment · Posted Nov 07, 2022 · Amitai Koren Lawrence

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Amitai Koren Lawrence created a post,

Post Q&A - Tickets and email

When clicking on "merge ticket", I'm getting a list of suggested options.

However, to merge, I need to type the ticket number (or copy/paste it) to the Merge field.

Why isn't the ticket number a button that will just merge the tickets together?

 

Posted Nov 07, 2022 · Amitai Koren Lawrence

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Amitai Koren Lawrence created a post,

Post Feedback - Ticketing system (Support)

As an Admin, I expect that when a ticket is opened, all the fields that have default values will be filled with the default value. This is regardless to who opened the ticket (user or agent) and regardless to the medium (web widget, email, form, etc...)

After chatting with one of your agents, she directed me to two articles:

1. https://support.zendesk.com/hc/en-us/articles/4408838961562-About-custom-field-types

2. https://support.zendesk.com/hc/en-us/articles/4408883152794

According to these articles, a field with a default value will be filled only if it was opened by a customer using web form, or an agent opening a new ticket from the system.

Can you please handle this quickly? Most of my tickets are opened via the web widget and default values needs to be selected manually, which is very frustrating and a waste of time

Posted Oct 30, 2022 · Amitai Koren Lawrence

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