Justin Dudek

Dekbi - maybe I should post in a different thread, but...

I have an automation that fires after a ticket is on hold for 96 calendar hours, if ticket contains specific tags/fields. It's fired over 100 times this week, correctly.

I've discovered a lot of tickets, containing the same specific tags/fields, and are status 'On hold', are not triggering the automation at 96 hours.

I just ran a Zendesk Explore report to lookup ticket ID's, w/ on-hold status, and business and calendar hours since on hold - I found that some tickets, despite being 'On-hold' for nearly 24 hours, show their On-hold time - Business hours and On-hold time - hours metrics as 0.0 hours.

Through Zendesk Advanced Search, I've found tickets that have been on-hold for over TWO weeks, matching the same ticket parameters to fire the automation (it's literally a system email with pre-programmed data fields that are identical every time; again, the automation works several hundred times per week, but seems to fails several hundred as well).

So why are some tickets appearing as having 0.0 on-hold hours? And for tickets with way higher than 96 hours, why isn't the automation firing?

Just accidentally deleted all of my filters AGAIN, with no explanation, and no ability to effectively edit-undo.

@Walter Bellante How is this feature dead in the water for the last 3 years?

+1 for this fix / feature ASAP. Somehow I just deleted all of my report's filters (without even pressing the delete key?). They just... disappeared! No, they are not a hidden widget. Can't undo it, so I have to completely redo all of my filters and bookmarks...

I have these settings configured in my instance of Zendesk, but it is not pulling comments on Facebook Ads into Zendesk as tickets. Even page post comments and DM's don't ALWAYS make it into Zendesk - and I've been unable to identify a rhyme or reason as to why.

- Justin

The quality of the PDF and PNG image files included in scheduled email reporting is atrocious. No matter the size of a pie chart I create in a dashboard, the image and data is truncated, compressed, and distorted to the point that it is unreadable.

I don't know if I'm missing an obvious set of formatting options, but if this is the default (and only option), then this is absolutely unacceptable.

Would also appreciate this feature!

If I'm forced to re-make an article, this disrupts any place we link to said article - including in our company mobile app, which our developers will never agree to update so regularly.

Without this feature, now I'm forced to configure an entire web of 301/302 redirects so we can update just the Zendesk URL, without changing what our other properties reference as the redirect URL.

Not at all convenient or time-saving, but I really want to know how our articles perform with each big update.

+1 for this.

Cheers,