RJ Hines

This is extremely useful information, but one thing that is not covered here is Removing fields from a form (not delete, not deactivate, simply removed):

If we remove a ticket field from a form and add a new Required field at the same time, will all existing tickets currently in Solved status be set to re-opened and require the new field, or will the Solved tickets remain as they are, and only require the newly added field if they're re-opened?

We'd rather not have <1,000 tickets send a re-open notification to customers.

Clarification would be most welcome, thank you!

We're making a big push towards having our teams use macros to respond within Zendesk for FAQs and related issues, but it appears this ability to change text/color does not extend to macros.

Will the text/background color editor be available for macros eventually?

"New tickets will now automatically be assigned to the selected group; however, business rules and agents may override this default group setting."

Which scenario describes how this function runs?

1. The group mapping logic applies before the existing triggers, and takes effect only if no other Group/routing is specified.
2. The group mapping logic applies after the existing triggers, if no Group/routing is set before that point?

We have several triggers that assign tickets to groups based on received at address (which is another long-standing issue), and I'd like to be able to update and use this functionality as part of that. However, we have a catch-all trigger, and if the function runs like scenario #2, then this would not work for us and I will not spend any time trying to use this feature.

Thank you for any information on this!

Hello Vladimir,

Is this what you were looking for?

I created this query using the Support:Tickets[Default] dataset, two metrics- COUNT(Tickets) and SUM(Tickets Created - Daily Average) and one custom Attribute: Week of Year (As Date). I wanted to have a better date display format for clarity (with a week starting on Mondays), and I used the following resource to help me:

https://support.zendesk.com/hc/en-us/articles/360022372453-Explore-recipe-Creating-weekly-date-buckets

For reference, my Week of Year(As Date) formula looks like this:

"Week of" + " " + DATE_FORMAT(START_OF_WEEK_MONDAY([Ticket created - Date]),"MM/DD")

Hope this helps!

Good morning Owen,

Unfortunately, I'm fairly certain (after trying for a long time myself) that Explore only allows for a single 'sort' option at a time on any given query.

I re-created your example above using some data of my own. Sorting by value gives the highest total for the metric and 2nd attribute, but breaks up the 1st attribute:

However, sorting Z-A just reverses the order of the attribute, regardless of the value. The Custom Sort options only offer options between these two, nothing more refined on either end.

I'm fairly certain you may have already tried it, but I was able to create a similar result close to what you are looking for by making the 2nd attribute a Column instead of a Row and using Sort - Value Descending:

Its not as clean as the visual you demonstrated above, but with Zendesk's current limitations it may be the closest you can get. If you have too many variables in the 2nd attribute, you could potentially consider making a new Group from the 2nd attribute and narrowing it down to having 1-2 overall variables.

Good afternoon Madalina,

Adding to what Frits already posted - I was having the same problem until I separated the process into two triggers: One to set the Priority to Urgent, the other to send a notification when a ticket matching the criteria came in. 

Our company separated out all of our triggers into the Set/Assign/Notify categories, and each trigger only performs one type of action. This was extremely helpful, because then we can re-use some triggers. I found https://support.zendesk.com/hc/en-us/articles/115015696088-Reordering-and-sorting-triggers to be a very useful resource for this.

Adam,

Without that third metric involved, you would want to use the Ticket Updates dataset instead. I added the default system metrics Tickets Created and Tickets Solved, then set the date range. In the example below, I used 'Last Week' as my timeframe, and for flavor also added a Ticket Created - Date filter to remove Saturday/Sunday's values.

Hope this helps!

Hey Casey,

I had the exact same scenario and need a few months back. The last bit you're after - the COUNT(One-touch tickets) metric - does not exist in the Ticket Updates dataset.

If you're looking to get all three pieces of data you identified into a single visual, you'll need to use the Support: Tickets dataset.  In my example below, I added my three metrics then used filters for Ticket Created + Ticket Updated attributes, both set to 'Yesterday':

The only real downside to this visual is we can only view one day at a time due to how the dataset's date/time filters work, but this is all we need.

Hope this helps!

Also curious about this.

Our agency processes a lot of requests from automated mailing lists. In one of our scenarios - a single submission from a list generates three tickets (to different teams for different tasks).

If we have more than 10 submissions come in within five minutes, we get 30 tickets generated - half of them are sent to suspended, and the other half appear to be outright deleted as spam, despite the address being whitelisted in our Zendesk environment.

It seems like a pretty basic need, I'm surprised there is nothing built into Zendesk for this and we'd have to resort to a third-party app.

This was an extremely helpful answer. Adding the custom tags as part of a trigger on incoming tickets for each Received At address is helping us get the data we need for one-off reports for the time being, but does not help historically, so hopefully this feature can be added soon.