Chandra Robrock

1. Comunidad
2. Support Q&A
3. create follow-up to a ticket

To my knowledge, the Due Date ticket field wouldn't be limited to a specific plan, but I'm not sure about languages. I actually don't work at Zendesk - just a power user of the software - so that m...

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• Chandra Robrock
• Editado 27 de febrero de 2021 00:54
• 1 voto

1. Comunidad
2. Support Q&A
3. create follow-up to a ticket

These were to the two conditions that I thought could work well for you: Mind confirming if these were the specific conditions that you're having trouble locating on your end? If you're looking fo...

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• Chandra Robrock
• Creación 26 de febrero de 2021 14:43
• 1 voto

1. Comunidad
2. Support Q&A
3. Triggers

Darren Muizelaar Thanks for passing these along! Right now, this trigger is going to fire upon every ticket update, which would explain why it'd rerouting the ticket back to the Managers group upon...

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• Chandra Robrock
• Creación 26 de febrero de 2021 14:30
• 0 votos

1. Comunidad
2. Support Q&A
3. Triggers

Hi Darren! My guess is that the trigger that is assigning specific tickets to this group is doing this upon ticket update rather than ticket creation (a one time event). If you check the Events tab...

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• Chandra Robrock
• Creación 25 de febrero de 2021 14:44
• 0 votos

1. Comunidad
2. Support Q&A
3. create follow-up to a ticket

I think you should be able to see these options, as long as you're on a plan that allows you to build custom triggers (which it sounds like you're on).  Would you mind confirming what Zendesk Suppo...

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• Chandra Robrock
• Creación 25 de febrero de 2021 14:40
• 1 voto

1. Explore
2. ...
3. Building queries
4. Analyzing agent ticket touches

Hi David Reed! These queries should return results for both tickets that were created by the end-user as well as the agent. However, if you're ultimately looking to report on the number of touches ...

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• Chandra Robrock
• Creación 24 de febrero de 2021 14:11
• 0 votos

1. Comunidad
2. Support Q&A
3. create follow-up to a ticket

There are a few different ways that you could achieve this. But first, would you mind clarifying how you setup this particular custom field? Is it a true date field? If so, you should be prompted t...

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• Chandra Robrock
• Creación 24 de febrero de 2021 13:52
• 1 voto

1. Comunidad
2. Support Q&A
3. How to calculate customer waiting time?

Hi Axel! You could create a Ticket View based on the "Hours since open" condition and then have it look for tickets that have been in the Open status for more than 3 days, based on either business ...

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• Chandra Robrock
• Creación 24 de febrero de 2021 13:40
• 1 voto

1. Comunidad
2. Explore Q&A
3. Former Leaderboard Stats

Hi Linda and Bart - Try checking the default Zendesk Support dashboard in Explore. While there isn't a tab called Leaderboard anymore, this dashboard should show a lot of the same stats. It looks l...

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• Chandra Robrock
• Creación 23 de febrero de 2021 14:08
• 0 votos

1. Comunidad
2. Support Q&A
3. Simple Dashboard

Hi Jay - Happy to help! First, would you mind confirming what Zendesk plan you're on? I'm wondering if perhaps you're on a plan that does not support the ability to create custom queries in Explore...

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• Chandra Robrock
• Creación 19 de febrero de 2021 14:21
• 0 votos