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zach.prasser

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  • Disabling Zendesk View

    I'm trying to disable a View we don't use anymore, however I run into the following error:   Any idea what could be preventing me from disabling the view? I've tried changing the 'who has access' ...

  • Search Filter: Updated Date>Past Week

    Completada

    Hello, When using the filter in Search for Updated Date>Past Week, does this show everything from the previous week or the last seven days? To clarify: - Past week = Mon-Sun, 7/5/2021-7/11/2021 OR ...

  • Tags: Multi-tag/topic Tickets

    Hello, I have Zendesk Team and have a workaround for getting reporting via tags. Basically, I have my Ticket Form/Fields with a Topic, and when selecting a Topic and updating the ticket status, it ...

  • Teams Reporting by Ticket Topic

    Hello, I have a Zendesk Team plan and I'm looking to see if there is any way I can pull up a report by Ticket Form > Topic.  I have had success before by searching: "fieldvalue:" However, this does...

  • Overlapping Line Graph For Bad CSATs By Month

    Hello, I'm looking to make a query to show the number of Bad CSATs for each day in a given month, showing how many Bad CSATs were reported by Ticket Topic (Late Orders), and have the graph also sho...

  • Adding A Second Support Email For A Canadian Group/Team

    Respondida

    Hello! I have Organizations created for a US team and a Canadian team of agents (support@subdomain.zendesk.com, VS support.ca@subdomain.zendesk.com). From what I understand, I need to add the suppo...

  • Automating Two Follow-Up Responses For Customers

    Hello, I'm creating an Automation to send the customer a follow-up message, for when an agent responds to the customer's request, but the customer hasn't replied to the agent's response in 72hrs (c...

  • Explore recipe: Average ticket resolution time in hours instead of minutes without pending or on-hold time

    Hello, I used the recipe in the article below to calculate the AVG of time spent on a ticket by minutes: https://support.zendesk.com/hc/en-us/articles/360043021313-Explore-recipe-Average-ticket-res...

  • CSAT% By Group/Team

    Hello, I'm looking to create a single query that compares the CSAT% of a Group of on agents, with other Groups of agents. I can make the individual queries and filter by the agent names within the ...

  • Ticket Update Status Rules

    Hello, I was wondering if there was a rule you can set up so that if a ticket is created, it must be put in Pending status. I'm pretty sure there isn't a rule for creating a ticket where it needs t...