Jay Jayakrishnan

Abdelhameed Khaled Thanks for sharing this. Curious to check, how do you add these averages from the two separate reports.

Hi All,

We have an existing JIRA-Zendesk integration in place with few fields from JIRA syncing into Zendesk custom fields. We are now trying to sync “created” date and “last commented” date from JIRA to Zendesk custom ticket fields; but could not find a solution. Zendesk support suggested us that webhooks would be an idea solution to this: "to call the ticket update endpoint and update the Zendesk custom field".

I'm new to webhooks; and not sure how to accomplish this. Any guidance on this would be very helpful.

Hi,

Is it possible to sync the created date and last commented date timestamps from a linked Jira into corresponding Zendesk ticket fields? We wanted these fields to sync from Jira to Zendesk, so that we can calculate:

1.  the time the Zendesk ticket spent with the group until the linked Jira was created
2. the time it took from Jira created date to Zendesk ticket closure date

I see that Zendesk has a custom “date” field which does not seem to support actual timestamps. So not sure, if it is possible to still sync over these dates into Zendesk using the standard Jira Zendesk integration app.

Any suggestions if anyone has executed similar sync without a third party app.

Thanks in advance.

Hi Walter Bellante This is with respect to your comment above on Nov 13, 

“Change attributes and global filters will be later supported from the dashboard builder”

We have a legacy dashboard that I just checked for migration and it popped up tons of components that either won't be migrated or work differently. Most of them are related to the Change attributes and global filters. Now, considering the comment above, how do we kick-off the dashboard migration if those features are not still available as on date?

We are being shown that we are able to edit this dashboard only until sometime in Jun-Jul 2025; so bit concerned on how to go about migrating the essential dashboard before that deadline.

An option to copy guide/help centre must be made available while doing a sandbox creation/refresh  (as a best practice). This will remove any chance of impacting the production instance while testing AI/bots functionality; which we are forced to do in prod now.

+1 to Sarah Cullerton 

Walter Bellante 

We would not want the filtered views to be editable by the viewers of the dashboard. Can this be hidden? I know we have dashboards which extensively uses the hidden bookmarks across multiple tabs and losing this functionality or not having a workaround would be very problematic.

Hi Alexander Coburn Davis (he/him) Brandon Tidd

I cannot find any reference workflow even though this article does say it's answered. So might be a case of the actual answer/advice post getting accidentally deleted? Or is that me missing/not seeing it for some reason.

Would appreciate if anyone can confirm or direct me as we too are facing a similar issue and would want to REOPEN tickets when a response is received from a light agent (also requestor).

In the Example listed under How conditional ticket fields are saved; if it happens that an agent initially saves the fields as 

From the Parent drop-down list, select Show child 1 and select Susan for the Child 1 field value and Submits the ticket as well. But then later on, the agent goes back to the Parent drop-down list, select Show child 2 from the Parent drop-down list and select Peter for the Child 2 field value and Submits the ticket.

In this case, when we see this ticket on the Explore report, it shows both values being saved to the ticket; which does not make sense as the actual intent is to select EITHER of the two values from the drop down rather than “Multi-Selecting” the drop down options.

Ideally, the last saved/submitted value of Show Child 2 and Peter should have been saved instead of all values.

I hope Zendesk looks into this and addresses it.

Colleen Hall Is there any update on the different Brands/Groups having different custom Ticket Statuses?

+1 to this.

I would agree with the group here that this is something which would be extremely useful for the customers who have a tiered support setup. The ability to utilize time metrics to measure the response/resolution times etc for each of those tiers accurately should be something which should be added by Zendesk to Explore.