Hannah Ehrlich

+1ing to add this. Really need to be able to base on a > or < number in one of my fields.

Amie Brennan

Hi Amy - thanks so much for that. Unfortunately, my team uses an internal app to help us process tickets, so we're already using that space. Showing the email address in the top of the ticket window allowed us to both see the email address of the user *and* use our custom app in the right-hand panel.

Not that I would expect Zendesk to make a change based on their community asking them to do so, but adding my comment it would be nice to have the email address back.

Can one *not* use a checkbox field to run an automation? I want to make sure a certain set of tickets always have a checkbox checked, but I don't see it in the automations to check if the checkbox is not checked.

Hi team,

Our product org is interested in getting a monthly or weekly updates on the common tags added to tickets in some relevant slack channels so they can stay updated on what users are messaging in about. It sounds like the ZD-Slack integration doesn't do any work with tags, however. Can you confirm this?

Do you think Zapier would manage this, if the Zendesk app doesn't?

Thanks,

Hannah

Hi Beto,

This will work fine, thank you!

Hannah

Hello!

I am looking to search for tickets that are in NO group, however, "name:null" or "name:"null"" don't seem to get any results. Is there a way I can pull up all tickets in null group/no group?

Thanks!

Hannah

Ah, I got it! Thank you. I'll start off by automating "Is english" and "is not english," and then move from there.

Hi all,

Just looking to clarify how identifying user language works. I would like to report to our execs a breakdown of languages we get tickets in. So, ideally, I need Zendesk to tell me that out of these 80 tickets, 10 are in English, 5 are in Spanish, etc, etc. However, if sounds like right now, however, all the language identification is done on the user side. So the best I could do is say "We got 50 new users who submitted tickets, 10 spoke English, 10 spoke Spanish, etc."

My understanding after reading all these help articles is to do so I have to manually create an automation for every language I want to identify. So if I think we get tickets in ten languages, I have to create 10 automations, and if we get tickets in a new language, I have to identify that we're getting those tickets and then create a new automation for that language.

Is that correct?

Hello!

I'm looking to *only* send a CSR survey when one of my agents replies with a public comment. (This is to avoid sending CSR surveys to auto-replies or other automatic acknowledgements). I have "Privacy: Ticket has public comments," turned on, but I don't know if there's a way to say "Only send if a ticket was UPDATED" with a public comment.

I am aware that my agents can add a "no_csr" tag which will not send a survey (and have this implemented), but I was hoping for something that didn't involve an extra step

Thanks,
Hannah