Analyze On-hold

7 Comentarios

  • Brett Bowser
    Zendesk Community Team

    Hey Paul,

    If you're using Insights you can use the following:

    Metrics:

    # Tickets

    Attributes:

    Ticket Status

    Ticket Organization

    Filter:

    On-hold Status

    Select your orgs you'd like to filter by.

    Down the road you'll want to set this type of report up in Explore since Insights will no longer be available within Zendesk. The above metrics/attributes should be similar on that platform as well.

    I hope this points you in the right direction!

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  • Paul Boisvert

    Hi Brett. This makes sense and I will test this. Thank you.

    So the presumption is that when we place a ticket in On-hold status then the Ticket Organization field must also be updated by the Agent, correct?

    I am trying to figure out how to update a Ticket's "Ticket Organization" field. 

    You don't mean to change the information in the Ticket Requester and their Organization fields do you? Those two fields are defined when the ticket is created and right now we never change them for the duration of the tickets lifecycle. 

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  • Brett Bowser
    Zendesk Community Team

    Hey Paul,

    The users organization should sync over as the ticket organization. So if you adjust the users organization, it should reflect correctly in the ticket and then you can report off of that.

    Let me know if that doesn't make sense!

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  • Paul Boisvert

    It kind of makes sense. This is what I understand.

    So if I modify the Ticker Requester's user name then the organization name will sync over (will be automatically synced to the new user's organization)

    I also understand you to say I can also only modify the USERS ORGANIZATION. If I do this then the User will stay the same and I can use the USERS ORGANIZATION to report off that. 

    Or...am I confused? 

     

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  • Brett Bowser
    Zendesk Community Team

    Hey Paul

    Correct, modifying the users organization will have no effect on the user that is associated with the ticket itself. Additionally, users can belong to multiple organizations if you'd like. More information here: Managing users in multiple organizations (Professional and Enterprise)

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  • Paul Boisvert

    Hi Brett, This is good.

    I went to test this capability out by modifying an incident's organization  but could not figure out how to change, in this example, the Nokia organization to something different

    Can you tell me how to update the organization field? 

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  • Brett Bowser
    Zendesk Community Team

    Hey Paul,

    You should be able to navigate to the user tab and change the organization from there. You'll see an organization field on the left side bar when viewing the users profile. Screenshot below:

     

    I believe that's what you're looking for :) 

     

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