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Dave Dyson (gmail)'s Avatar

Dave Dyson (gmail)

Incorporación 11 nov 2022

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Última actividad 17 ene 2025

Community Moderator

Zendesk alum - 11 years as customer support agent and manager, content marketing SME, and community management. Currently an Implementation Consultant at goenvoy.co

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Última actividad de Dave Dyson (gmail)

Dave Dyson (gmail) hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

In case anyone else is looking at this, I'm finding that if you format your #+number test using the code span or code block formatting options in the ticket composer, the number will not render as a ticket hyperlink.

Ver comentario · Publicado 17 ene 2025 · Dave Dyson (gmail)

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Dave Dyson (gmail) hizo un comentario,

Comentario de la comunidad Q&A - Objects, workspaces, and rules

Have you tried adding the condition Current user - is - (end user) ?

 

That should prevent the trigger from firing when the updater is an admin or agent.

 

Ver comentario · Publicado 18 may 2024 · Dave Dyson (gmail)

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Comentario de la comunidad Q&A - Reporting and analytics

I think the best way around this would be to put related reports into dashboardds, and then shared the dashboards: Sharing and publishing dashboards

Ver comentario · Publicado 18 may 2024 · Dave Dyson (gmail)

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Comentario de la comunidad Discussion - Tips and best practices from the community

Thanks Jacob the Moderator for helping me to get this working – and just for future reference, here's how you'd get a clickable hyperlink of the ticket Subject that takes you to the ticket:

 

<https://yoursubdomain.zendesk.com/agent/tickets/{{ticket.id}}|{{ticket.title}}>

 

Ver comentario · Publicado 16 abr 2024 · Dave Dyson (gmail)

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Dave Dyson (gmail) hizo un comentario,

ComentarioZendesk messaging

Rob Stack

I agree with Gareth Elsby Test, and additionally -- can you use higher-resolution screenshots? These are hard to read, even when you open them in a new tab and zoom in. Thanks!

Ver comentario · Publicado 15 mar 2024 · Dave Dyson (gmail)

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Comentario de la comunidad Q&A - Help center and community

Not sure - probably best to contact Zendesk Support in case they can look deeper into this: https://support.zendesk.com/hc/en-us/articles/4408843597850-Contacting-Zendesk-Customer-Support

Ver comentario · Publicado 09 mar 2024 · Dave Dyson (gmail)

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Comentario de la comunidad Q&A - Reporting and analytics

Hi Gabi, 

If it doesn't matter what the previous Group assignment was (in other words, you want to count all tickets moving to "the group" regardless of where they came from), then you should be able to omit all the "previous value" lines entirely. The recipe you based this on was looking for tickets that were moved from one specific group to a different specific group, so in that case the previous group was important.

With all your OR statements, most of those are going to ge true for any ticket moved to "the group", and with OR statements, only one clause has to be true for the whole thing to be true. 

Ver comentario · Publicado 05 mar 2024 · Dave Dyson (gmail)

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Comentario de la comunidad Q&A - Reporting and analytics

Glad to help!

Ver comentario · Publicado 01 mar 2024 · Dave Dyson (gmail)

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Comentario de la comunidad Q&A - Reporting and analytics

Hi Lloyd,

Unfortunately, you're probably not going to be able to do this in Explore -- although Organization domain is an attribute in the Tickets dataset, it's only going to be available when that organization is associated with a ticket. So if you have any organizations that aren't associated with tickets, they'll be invisible to Explore.

Your better bet will be to use the List Organizations API endpoint, and search for any results that include the following string:

"domain_names":[]

That will only be true for organizations that don't have a domain set.

Ver comentario · Publicado 29 feb 2024 · Dave Dyson (gmail)

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Comentario de la comunidad Q&A - Help center and community

Hi Mark,

Help center language is determined by the user's browser settings:

What determines the help center language that users see?

Ver comentario · Publicado 29 feb 2024 · Dave Dyson (gmail)

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