Ben Fulton
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Total activity24
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Last activity
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Activity overview
Latest activity by Ben Fulton-
Ben Fulton commented,
Does anyone from Zendesk have input on my question from 20 days ago? https://support.zendesk.com/hc/en-us/articles/360022186134/comments/1260800283650
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Ben Fulton commented,
I'm trying to build a report that identifies the amount of time spent per update by the group the ticket was assigned to. Two years ago, a Zendesk rep posted this solution: You can achieve this Tim...
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Ben Fulton commented,
Hi Graeme, One final question—what I really want to do is build a graph of the *count* of each max value, so I can illustrate what percentage of each week's tickets where maximally escalated to eac...
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Ben Fulton commented,
Hi Graeme, Thanks—it turns out that the change is reported as an underlying tag change rather than reporting the field value's human readable name, which is not optimal. But at least I now know wha...
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Ben Fulton commented,
We really need two switches here—one for the user solving the problem when they follow a link to the article, and another that enables them to solve when they go to an *unlinked* article. What is h...
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Ben Fulton commented,
Hi Graeme, Unfortunately, our values do not look like numbers, so I tried building a metric that maps the string values to integers via a switch statement, but I am not getting any results. IF [Cha...
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Ben Fulton commented,
Our tickets have a multi-select field that we use to track the ticket escalation path through multiple tiers of support. If a ticket is assigned to one of those tiers, that tier's value will be add...
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Ben Fulton commented,
Regarding bulk update of existing users, I think we can muddle through by using bulk export to get the list and then perform a bulk update. However, bulk verification does not solve our email verif...
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Ben Fulton commented,
We recently realized that there are some features that we could make better use of by finally using organizations, and would like to create one organization for our internal users, based on a singl...
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Ben Fulton commented,
Is "Hours since assigned" a measure of the time since the ticket was assigned to *anyone* (the first assignment), or the hours since the *most recent* assignment, as in cases where a ticket is re-a...