Ramakrishnan N

Hello Zendesk team,

What I thought was a simple requirement using conditional custom fields seems to be a challenging one now…

I want to set up three custom fields: Custom Field1,  Custom Field2

Custom Field1 can have values CF1, CF2, CF3. I want this field to be displayed in the agent form always, but the value CF1 and CF2 should be displayed when I select Incident from the Type field (system field), and the value CF3 should be displayed when I select Question from the Type field. How can I achieve it?

Also, how can I show Custom Field2 values conditionally based on a value selected in Custom Field1?

Hi Zendeskers,

How do I create a report that shows count of total tickets solved in a specific period and those that were solved within the final resolution time SLA target (they may have breached first reply time but shouldn't have breached the final resolution time).

@... …any update on this?

I am looking for a webinar in late May or early June.

Hello,

When a custom field value is changed and the ticket is updated, I want to send a notification to the requester. How can I do it (assuming a Ticket Update trigger would help, but how can I write a condition to check if a value is changed for a specific field; it could be any value earlier, which got changed to another value)?

Hi Dainne Kiara Lucena-Laxamana …thanks for the tip. After I had posted the message, I tried various combinations and the one below looked good to me:

With the Tickets dataset, I added Solved tickets, Unsolved tickets, and Tickets created - This year as the metrices, and Ticket created - Month as both a column value and a filter with date range This year.

Thanks, Marcos for offering the help! I just wanted to know if there is a generic solution, not tied up to a specific account. 

Hello Zendeskers!

I need to create a report that shows tickets created, solved, and remained unsolved at the end of a specific time interval (week or month etc.,) I am unable to find a dataset that provides ALL the three metrics--Tickets created, Tickets solved (or Solved tickets), AND Unsolved tickets. Any suggestions?

Hello,

I am trying to use the new knowledge section in the context panel of the ticket form. When I type a word/phrase in the Subject field, an article that I have created containing the word is displayed in the knowledge section. However, if I delete the word and type in another word in the Subject field, the knowledge section doesn't show the article that is relevant for the new keyword. Am I missing some configuration here?