Vanessa Wood

Hey All! 

Thanks for these instructions. Is there any help out there on how to make this into a KPI? 

Specially I only want to see the % of tickets solved within 30 days. 

Thank you! 

Feature Request Summary: 

The Zendesk Application should have the ability to be able to easily export your Zendesk Setup for quicker review. 

Being able to export Triggers, Automations, Groups etc. 

Description/Use Cases: 

When you are a large organisation using Zendesk with over 300+ triggers it becomes difficult to review to see 1: is the workflow still working and 2: is there anything we can deactivate that is not being used. 

Being able to export your Zendesk Setup would help with such reviews and save a lot of time. 

Business impact of limitation or missing feature:

This is an important feature for our business to be able to fully review our usages of Zendesk. 

Hey Brandon, have you tried the Time Tracking app? 

https://www.zendesk.co.uk/marketplace/apps/support/35111/time-tracking/

Hi, 

I am trying to write a standard calculated attritute that will allow me to only see tickets Between Saturday 1am UTC Time and Monday 1am UTC time

I was playing around with the below but I can't get it to work. 

This formula is suppose to check the day of the week (Saturday, Sunday, or Monday) and the hour of the day to determine if a ticket was created within the specified time frame. If any of these conditions are met, it should return 'Yes'; otherwise, it returns 'No'.

IF ([Ticket created - Day of week]) = "Sat" AND ([Ticket created - Hour]) > 1)
OR ([Ticket created - Day of week]) = "Sun"
OR ([Ticket created - Day of week]) = "Mon" AND ([Ticket created - Hour]) < 1) 
THEN 'Yes' 
ELSE 'No' 
ENDIF

I am getting the error messages 'There's an issue with the formula. Check your calculation syntax and try again' 

Any ideas on how to fix it? 

1 vote here as well 

I would like to add my vote for this. It's a massive efficiency issue and big pain point for our teams. 

Hey! Great article. Does anyone have a recipe on how I report on less than 5% of solved tickets resulted in follow up ticket within 14 days?