James Skene

Hi

Is there a way I can add a date marker to  chart to signify an event? 

For example, we have quarterly feature releases and I would like to add a date marker to a line chart showing when the release was to help visualise if there was an increase in ticket volume following the release. I've looked and I can't seem to see a way to do this. 

Thanks

James

Ifra Saqlain do you have any suggestions for my previous post?

Hi

We currently have the following structure Category - Section - Articles with the Category and Sections showing as below

Category:

How To section:

We have added 2 further sections under How To - Onboarding is there anyway I can add the icons and tiles to the subsections under Onboarding? I have tried copying the code used for the sections and adjusting but it didn't work and returned errors. 
 

This is our code to show the sections under the category

CategoryHowTo.hbs:

<div class="container-divider"></div>
<div class="container">
 <nav class="sub-nav">
   {{breadcrumbs}}
   <div class="search-container">
     <svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" class="search-icon" aria-hidden="true">
       <circle cx="4.5" cy="4.5" r="4" fill="none" stroke="currentColor"/>
       <path stroke="currentColor" stroke-linecap="round" d="M11 11L7.5 7.5"/>
     </svg>
     {{search scoped=settings.scoped_kb_search submit=false}}
   </div>
 </nav>

 <div class="container">
 <section class="section knowledge-base">
   <h2 class="visibility-hidden">{{ t 'sections' }}</h2>
   <h1> Hi {{user_name}}. Welcome to the How To section! How can we help you today?</h1>
   <section class="categories blocks">
     
     <ul class="blocks-list">
       {{#each sections}}
         <li class="blocks-item">
<a href='{{url}}' class="blocks-item-link">
{{#is name 'How To'}}
<img  src= "{{asset 'Help_Centre_Icons_EA_FAQ_Icon_smaller.png'}}" class = "home-page-images" />
{{/is}}
{{#is name 'PLatform Navigation'}}
<img src="{{asset 'Help_Centre_Icons_1_EAU.png'}}" class = "home-page-images" />
{{/is}}
{{#is name 'Admin User Space'}}
<img src="{{asset 'Help_Centre_Icons_2_EAU.png'}}" class = "home-page-images" />
{{/is}}
{{#is name 'FAQ'}}
<img src="{{asset 'Help_Centre_Icons_3_1.png'}}" class = "home-page-images" />
{{/is}}
    <h4 class="blocks-item-title">{{name}}</h4>
<p class="blocks-item-description">{{excerpt description}}</p>
</a>
</li>
       {{/each}}
     </ul>
   </section>
   </section>
 </div>
  </div>
 </div>
</div>

Hi 

We have a custom ticket field for Jira Status which updates as the Jira ticket moves through it's lifecycle. 

I am trying to build a report that shows me the average amount of time tickets spend in each Jira Status to help me to identify any areas to improve. Does anybody have any suggestions on how I can achieve this? Reporting on the field change time does not work because that is excluding tickets that have not changed status, i.e. have been in Jira Status = Backlog since being escalated.

Thanks

James

Hi

How do I exclude users from the capacity rules? I see no option to delete them?

Scenario: We have had to use an agent license for our Jira integration. We do not want any tickets to be assigned to this user. Is there a way to do this that does not involve a trigger?

Similarly, we have a lot of light agents who have all been allocated to the default capacity rule, if tickets cannot be assigned to light agents, why are they available to be added to Capacity Rules and included in the default, pre-configured rule where I cannot delete them?

Thanks

James

I would like to echo the point made by Philipp Schumacher over a year ago. If you have functionality driven by agent status, when an agent signs in, the default status should be the most common status i.e. Online. Others may disagree, but I struggle to see a scenario for my team where it makes sense for the status to remain as offline when an agent signs in.  

Or, failing the above, we should have the ability do set what the default status should be upon an agent signing in.  

Hi

When solving a ticket, the resolution field is required for our agents as this then maps to a customer facing resolution which is populated in our resolution email.

If we have an Incident linked to a Problem and we solve the Problem and linked Incidents, the resolution field is not populated in the Incident meaning the resolution email is triggered and it does not contain the customer facing resolution.

Is there a way to pull the resolution field from the Problem into the linked Incidents? Seems a pretty standard request so I am not sure if I have done something wrong?

Thanks

James

Hi

Is it possible to change the below headers and also the text in the count in the requests page (https://mycompanyname.zendesk.com/hc/en-us/requests) ?
 

I would like to replace requests with tickets so they would become My Tickets, My Organizational Tickets and 1-15 of 19 tickets

Thanks

James

Hi Ifra Saqlain is it possible to hide the Category description initially then only show on hover? I would want something like the below

Then on hover:
 

Thanks 

James