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Anton vh

Adhésion le 16 avr. 2021

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Dernière activité le 28 déc. 2023

Consultant and founder - Zendesk and other SaaS implementations - AVH Technologies - avhtech.com

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Dernière activité effectuée par Anton vh

Anton vh a ajouté un commentaire,

CommentaireWriting formulas

I am struggling with the results that keep changing as the 'UPDATE - DATE' filter is updating. The DATE_FIRST_FIX returns the earliest date of updates within the filtered range. 

Usecase:

  • Ticket is updated and assigned to group A in January
  • Ticket is updated and assigned to another group in February
  • Ticket is updated and assigned to group A in March

If my UPDATE - DATE filters are set for the period January to March the first date = January which is correct. If my date filter is set from February to March my first date becomes March. I would like to have it always return in January. 

I have the following:

IF(
  [Changes - Field name]="group_id" 
  AND [Changes - New value]="groupid_a"
  AND DATE_FIRST_FIX([Update - Timestamp],[Update ticket ID],[Changes - Field name],[Changes - New value])=[Update - Timestamp]
  )
  THEN [Update - Timestamp]
  ENDIF

Afficher le commentaire · Publication le 04 févr. 2022 · Anton vh

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Anton vh a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

3 Years in the making...and still no solution. You have my vote.

Afficher le commentaire · Publication le 29 mars 2021 · Anton vh

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Commentaire de la communauté Discussion - Tips and best practices from the community

Thanks, what about SLA metrics can they be brought across, and how many tickets can be migrated at a time?

Afficher le commentaire · Publication le 29 mars 2021 · Anton vh

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Anton vh a ajouté un commentaire,

CommentaireAccounts and billing

We are migrating our instance (merging with another instance as a separate brand) and want to keep our subdomain. Can we rename the current instance subdomain and use the current subdomain on the new instance (and brand)? If yes can it be done immediately? 

Afficher le commentaire · Publication le 23 mars 2021 · Anton vh

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Anton vh a ajouté un commentaire,

Commentaire de la communauté Discussion - Tips and best practices from the community

What would be the best way to deal with the fact that the ticket ids will be different from the original data? The issue is once you import all your tickets a new ticket id will be auto-assigned so any previous communication links, integrations, or references will be broken. If the 'id' value can be provided one could maybe force the old id where it has not already been used by the destination instance and at least limit the number of changes, or should one add the old id to the new external_id field (or a new "old_id" custom field or tag) to at least make it searchable?

Afficher le commentaire · Publication le 16 mars 2021 · Anton vh

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