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Christopher Stock

Adhésion le 15 avr. 2021

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Dernière activité le 18 janv. 2024

Zendesk LuminaryCommunity Moderator

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Dernière activité effectuée par Christopher Stock

Christopher Stock a ajouté un commentaire,

CommentaireHow to customize the theme of the help center

Hey Paolo Votta, the community button won't appear if you do not have the community activated on your help center. But you can see it when you're in development mode.

You can also remove the code from the header.hbs file, you're looking for {{link 'community'}}

Afficher le commentaire · Publication le 05 juil. 2023 · Christopher Stock

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Christopher Stock a ajouté un commentaire,

Commentaire de la communauté Feedback - Help Center (Guide)

I really need this too!

Afficher le commentaire · Publication le 07 juin 2023 · Christopher Stock

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Christopher Stock a ajouté un commentaire,

Commentaire de la communauté Q&A - Tickets and email

You wouldn't actually be making any updates to the ticket itself though, only associated data, so I'm not sure why the trigger would be invoked.

Afficher le commentaire · Publication le 25 avr. 2023 · Christopher Stock

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Christopher Stock a ajouté un commentaire,

Commentaire de la communauté Q&A - Tickets and email

Hey mfg, let me see if I understand your questions:

1. If you update the organization of a user will the updated organization be reflected on existing tickets, or only tickets created after the update?

- The change will be applied to all tickets where the updated user is the requester.

 

2. If you bulk update users, will the tickets those users are requesters for re-open?

- No, I don't think this will happen. Do you have automations/triggers that re-open tickets when the Requester or Organization is 'Changed'?

Afficher le commentaire · Publication le 25 avr. 2023 · Christopher Stock

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Commentaire de la communauté Q&A - Reporting and analytics

Hey Thomas, I've had another look at this and managed to get something working.

Using the 'Support - Tickets' dataset, this is the custom metric I created:

IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") AND DATE_DIFF(NOW(), [Ticket updated - Timestamp], "nb_of_days") > 7 THEN [Ticket ID] ENDIF

I've called it 'Unsolved tickets - not updated in last 7 days'.

You can then add this metric to a report alongside the standard 'Unsolved tickets' metric and create a 'Result metric calculation':

COUNT(Unsolved tickets - not updated in last 7 days)/COUNT(Unsolved tickets)

To give you the percentage.

Is that what you're after?

Afficher le commentaire · Publication le 25 avr. 2023 · Christopher Stock

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Commentaire de la communauté Q&A - Reporting and analytics

Hi Thomas Koch, is it specifically 'Solved' tickets that haven't been updated that you are interested in? Your queries all use the 'Ticket solved - Date' attribute.

One approach you could try is using the new DATE_LAST function to create an attribute that gives the timestamp of the latest update to a ticket, then filter to only show tickets where that timestamp is more than 7 days ago.

Afficher le commentaire · Publication le 24 avr. 2023 · Christopher Stock

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CommentaireUsing themes and customizing your Help Center

Hey Timo Boezeman, it's added as a element. There are no css classes, but you can style the element directly.

Afficher le commentaire · Publication le 02 févr. 2023 · Christopher Stock

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Commentaire de la communauté Q&A - Reporting and analytics

I'm really not sure on this one. Is it that you're missing values in 'List level one' and 'List level two'?

 

Afficher le commentaire · Publication le 30 janv. 2023 · Christopher Stock

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Commentaire de la communauté Q&A - Reporting and analytics

Hey Nick. What do you mean by 'truncated'? I can't see a scroll bar anymore. What are you expecting to see that you can't see?

Afficher le commentaire · Publication le 30 janv. 2023 · Christopher Stock

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Commentaire de la communauté Q&A - Reporting and analytics

Glad I could help Nick. You should be able to adjust the width on the report so that there's no horizontal scroll. If the default dashboard size isn't wide enough you can make it bigger by going to the 'Dashboard' tab and selecting 'Dashboard width':

Afficher le commentaire · Publication le 30 janv. 2023 · Christopher Stock

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