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ZZ Graeme Carmichael's Avatar

ZZ Graeme Carmichael

Adhésion le 15 avr. 2021

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Dernière activité le 15 févr. 2025

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ZZ Graeme Carmichael a ajouté un commentaire,

Commentaire de la communauté Q&A - Help center and community

Afficher le commentaire · Publication le 16 juin 2023 · ZZ Graeme Carmichael

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Commentaire de la communauté Q&A - Reporting and analytics

In Explore, use the Support Backlog History dataset.

Metrics

  • Sum Tickets

Rows

  • Backlog Recorded date

Filter

  • Status = Pending
  • Backlog recorded date, for example, the last week

The Backlog History dataset takes a snapshot of your account at the end of each day. That is best place to see the total pending tickets each day and how they move from day to day.

 

Afficher le commentaire · Publication le 26 mai 2023 · ZZ Graeme Carmichael

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Commentaire de la communauté Q&A - Help center and community

Paola

It may be a limit of your plan.

You can use the image gallery and content blocks to re-use text and images.in many articles. But it is an Enterprise feature.

Details are here.

Afficher le commentaire · Publication le 30 mars 2023 · ZZ Graeme Carmichael

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Commentaire de la communauté Q&A - Help center and community

Gwyn

I do not believe there is an easy way to do this. While you can search for tickets with attachments, that does not apply to articles.

Even using the API to do this, you would first have to get all your article IDs then check each article to see if there is an attachment. If you have access to a developer, they could speed up the process for you. But it does not look easy using the standard tools.

Afficher le commentaire · Publication le 03 mars 2023 · ZZ Graeme Carmichael

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Commentaire de la communauté Q&A - Reporting and analytics

Jake

Sorry I missed your reply.

You cannot exclude items from the backlog. But perhaps you can use the ON HOLD ticket status to identify bugs? Then you can filter to exclude on hold items.

Afficher le commentaire · Publication le 24 janv. 2023 · ZZ Graeme Carmichael

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Commentaire de la communauté Q&A - Tickets and email

 Alex

I am not sure how well this would work.

But you could try creating triggers based on the requester's time zone. Unfortunately, the requester's domain is not an available option.

Meet ALL conditions:

  • Ticket is created

Meet ANY conditions:

  • Time Zone is London
  • Time Zone is Paris

Action:

  • Assign to group Europe
  •  

Afficher le commentaire · Publication le 20 janv. 2023 · ZZ Graeme Carmichael

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Commentaire de la communauté Q&A - Tickets and email

Samuel

Are you using ticket sharing across the two Zendesk domains?

Afficher le commentaire · Publication le 20 janv. 2023 · ZZ Graeme Carmichael

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Commentaire de la communauté Q&A - Reporting and analytics

Siri

I am not sure what is causing the difference.

But you may be better using the Zendesk pre built year to date and month to date metrics. I tested on my account and they produced the same values. Within Metrics, scroll down to the Time Ranges section:

 

Afficher le commentaire · Publication le 20 janv. 2023 · ZZ Graeme Carmichael

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Commentaire de la communauté Q&A - Reporting and analytics

Jake

The backlog dataset contains fewer fields than the support ticket and ticket update datasets. Unfortunately, custom fields are not part of the backlog dataset.  So you cannot splice your backlog data by secondary status. 

Sorry about that. 

Afficher le commentaire · Publication le 24 nov. 2022 · ZZ Graeme Carmichael

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Commentaire de la communauté Feedback - Ticketing system (Support)

Marco

There is no OR operator but searching with the subject:eachWord should work in the same way.  It works for me ;)

 

Afficher le commentaire · Publication le 15 nov. 2022 · ZZ Graeme Carmichael

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