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Eric

  • Total activity 66
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Activity overview

Latest activity by Eric
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    Eric commented,

    We are just starting to have our agents use MFA. I don't see any options for an admin to disable MFA for a user having an issue logging in. So recovery codes being the only option I see, must be fo...

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    Eric created a post,

    Reporting question

    Answered

    Is this possible with search, advanced search, insights or the new explore features? Search for all tickets related to a certain subject (using keyword or tags) and calculate average resolve time? ...

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    Eric commented,

    I created a view for closed tickets. That lists what I need but there's no check boxes to select and delete more than one at a time. Also the only condition in the view is status=closed. I click th...

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    Eric created a post,

    Scrubbing old data

    I doubt this is possible but have to ask. We are a school and best practice is to delete student data over 5 years old. Is there a way to do this ourselves or from Zendesk headquarters and possibly...

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    Eric created a post,

    Search for repeat customers?

    I have gone through the Search Users page and didn't see a way to do this. Is it possible to search for users with more than 1 ticket or just 1 ticket? Is it possible generate a list to chart users...

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    Eric created a post,

    How can I search for a ticket knowing nothing but its "incident #00000" ?

    Answered

    How can I search for a ticket knowing nothing but its "incident #00000" ?

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    Eric commented,

    It doesn't do that for us. It creates a new user as username +1234567890 even though there is already a user with # 123-456-7890. We tried taking the hyphens off the users phone # but still creates...

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    Eric created a post,

    Talk Texting feature

    Is there a way to automatically set a tickets requester to an existing user with the same phone number? 

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    Eric created a post,

    Talk, text change ticket source?

    Answered

    With the Talk, texting feature. If a ticket comes in through email can the source be changed to texting replies?

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    Eric created a post,

    Trigger to unassign a ticket?

    Answered

    We have an online form that uses API to email and create a ticket. From what I understand these tickets have to be created by an agent account and then assigned to that agent. The problem is when t...