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bill cicchetti

Adhésion le 15 avr. 2021

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Dernière activité le 04 févr. 2025

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Dernière activité effectuée par bill cicchetti

bill cicchetti a ajouté un commentaire,

CommentaireJira integration

Afficher le commentaire · Publication le 04 févr. 2025 · bill cicchetti

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CommentaireBuilding reports

Rena Towles : One thing to keep in mind with reporting on users and/or orgs.  If the user never submitted or requested a ticket they will NOT show on the report.  Its been a sore spot for me since we started using ZD in 2015.  Upper mgmt wants a report with all the orgs paid modules (set via check boxes on the org form) but if they org has not opened a ticket it wont show.  Very frustrating and hard to explain to mgmt.    

I would maybe start with just:

 

and then try to add aggregates/filters as you go to see how granular you can make the report.

Afficher le commentaire · Publication le 13 janv. 2025 · bill cicchetti

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CommentaireBuilding reports

Rena Towles Could you provide screenshots of the report metrics and attributes? It would be helpful to see how you are creating the report

Afficher le commentaire · Publication le 10 janv. 2025 · bill cicchetti

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CommentaireBuilding reports

In the filter options is there a date restriction?   If so check that since ZD auto-inserts a date range filter (of I think 30 days) in many reports

Afficher le commentaire · Publication le 06 janv. 2025 · bill cicchetti

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Commentaire de la communauté Feedback - Ticketing system (Support)

We have a few department-specific instances of Zendesk and not being able to set up the integration across multiple instances really hasn't been welcomed by open arms to say the least.

Afficher le commentaire · Publication le 25 nov. 2024 · bill cicchetti

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CommentaireCreating dashboards

I know there is a limit of 10 tabs per dashboard when using the migration tool.  Is there a limit of 10 tabs in the new dashboards?

Afficher le commentaire · Publication le 14 nov. 2024 · bill cicchetti

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CommentaireGlobal security and user access

Our support team is also still seeing this message

Afficher le commentaire · Publication le 25 oct. 2024 · bill cicchetti

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CommentaireTeam members and groups

Is there a reason Light Agents cannot expand the list of CC'd users on a ticket?  If there are more CC'd users than what fits on the screen the “+ <#> more” option is not available.  This isn't a case of a  Light agent trying to update a ticket, only to see who is CC's on the ticket.

Afficher le commentaire · Publication le 07 oct. 2024 · bill cicchetti

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Commentaire de la communauté Feedback - Reporting and analytics (Explore)

Has this been put on the roadmap?  Reviewed? 

We lost this reporting capability when we moved from Insights to Explore.  This information is vital for holding agents accountable and for managers to take proactive measures for stale tickets. Upper management is getting very frustrated with this lack of reporting capability.

Afficher le commentaire · Publication le 26 sept. 2024 · bill cicchetti

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CommentaireTicket management

Interested to know if changing the priority of a ticket affects the SLA stats

Afficher le commentaire · Publication le 24 sept. 2024 · bill cicchetti

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