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Abed Islam

Adhésion le 15 avr. 2021

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Dernière activité le 27 déc. 2023

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Dernière activité effectuée par Abed Islam

Abed Islam a ajouté un commentaire,

CommentaireReporting and analytics admin questions

If your dashboard/tab exceeds 20,000px height, your PDF (probably image, too) export will have all its widgets' aspect ratios skewed to fit 20,000. So if it's a 30,000px height dashboard, the PDF will be shrunken down to 20k px and the ratios will go from 1:1 to like 2:3 or something to that effect.

This is a hard-coded limitation that has not been documented yet. So if like me you're wondering why your exports, downloaded, scheduled, or otherwise, are looking so bizarre, and your heights are over 20k, then split your content across multiple tabs.

Hit the tab dropdown, clone the tab into the same dashboard without cloning the queries or datasets. For editing en masse, I zoom out all the way so the dashboard is shrunken as much as possible, on Tab 1 - select the content passed 20k px, delete them. On Tab 2 do the same for the content above 20k px. Then manually move things up in Tab 2 and adjust the heights of both tabs.

Hope that helps.

Afficher le commentaire · Publication le 25 févr. 2022 · Abed Islam

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Abed Islam a ajouté un commentaire,

CommentaireCreating dashboards

Is it possible to copy/paste widgets or tabs from one dashboard to another?

I have 2 reports being run, one weekly and one monthly, one of the tabs will essentially be the same exact charts (and same exact queries under the hood), it's just the time filter that will vary.

It will be too much work to have to make a new tab and redo every single widget.

Cloning the dashboard with the new tab is not an option either because their other tabs are unique/dissimilar.

Please advise.

Afficher le commentaire · Publication le 07 févr. 2022 · Abed Islam

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Abed Islam a ajouté un commentaire,

CommentaireExplore recipes

How can I recreate one-touch tickets in the Ticket updates dataset?

Afficher le commentaire · Publication le 23 déc. 2021 · Abed Islam

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Abed Islam a ajouté un commentaire,

CommentaireMetrics, attributes, and filters

I want to emulate Tickets dataset reports within the Ticket updates dataset. What is the exact formula for Agent replies? In the Ticket updates data set, if I try the below where the updater role is either admin or agent:

IF ([Comment present] = TRUE AND [Comment public] = TRUE AND ([Updater role] = "Admin" OR [Updater role] = "Agent")) THEN
[Update ID]
ENDIF

I get a slightly higher number than if the updater role is simply not the end-user:

IF ([Comment present] = TRUE AND [Comment public] = TRUE AND [Updater role] != "End-user") THEN
[Update ID]
ENDIF

I then try to calculate which of these are opening posts (so they're not replies) via:

IF (([Changes - Field name] = "status" AND [Changes - Previous value] = NULL) AND [Comment present] = TRUE AND [Comment public] = TRUE AND ([Updater role] = "Admin" OR [Updater role] = "Agent")) THEN
[Update ID]
ENDIF

If I subtract the Agent opening public comments (above) from the Agent public comments formula (either of the first 2), I get a number higher than Tickets' dataset's Agent replies.

I'm at a loss here regarding these discrepancies. Please advise.

Afficher le commentaire · Publication le 23 déc. 2021 · Abed Islam

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Abed Islam a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

@... Any chance of getting this on the roadmap now? Seems reasonably requested.

Afficher le commentaire · Publication le 01 déc. 2021 · Abed Islam

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Abed Islam a ajouté un commentaire,

Commentaire de la communauté Feedback - Reporting and analytics (Explore)

+1

Afficher le commentaire · Publication le 17 nov. 2021 · Abed Islam

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Abed Islam a créé une publication,

Publication Q&A - Objects, workspaces, and rules

Hello,

I'm on the Enterprise plan and have different SLA's first reply time and resolution time metrics based on a ticket's priority. We often find tickets that come in that we first assess as High, but there are many cases where we can lower the priority down to Normal. However, in those cases the resolution time has already been breached and this goes into the Normal SLA breach metrics/reporting.

My question is how can we reset a ticket's SLA targets retroactively based on its priority? If its breaches were while in another priority, how can we reflect that properly in Explore?

Please advise.

 

Publication le 26 mai 2021 · Abed Islam

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Abed Islam a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Thank you, Jimmy, for the upvote.

I originally posted this in April 2020, it is now December 2020, 8 months later, so I've enough experience to provide an update.

Due to this issue combined with the confoundingly incredible failure to simply log someone in, we actually have little choice but to have our agents use email instead of Zendesk. 

The scenario is like this:

  • We send screenshots as attachments in tickets with clear instructions how to access them
  • User can't log into our support portal (Zendesk Guide) because they use Safari
  • Images have no PHI so they wonder why we can't just send it to them directly
  • We can. Agents have to locate the email equivalent of the last message in the ticket, acquire access to the support channel, and send an email as that support channel...

I hope someone at Zendesk sees this and escalates the issue. We are literally having to resort to not use a Help Desk system for ourselves as agents as well as for our end users.

If that doesn't raise a red flag... 

I can't imagine the level of effort being crazy either given that copy/paste is something already supported, it's just plain blocked, so it's not like they need to build a new feature.

Afficher le commentaire · Publication le 22 déc. 2020 · Abed Islam

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Abed Islam a ajouté un commentaire,

Commentaire de la communauté Q&A - Objects, workspaces, and rules

Help House's Ticket Mentions ("Zendesk Mentions" above) no longer works due to a change in Zendesk's backend and will be taken off their listing (I was told this by their customer support when I asked why am I getting errors when installing their app?).

Also, Zac's link above says I'm not authorized to view the page: https://support.zendesk.com/hc/en-us/community/posts/203425746-Add-cc-field-to-view-filters

We have agents that scarcely use Zendesk and need to focus on the tickets they're mentioned on so they can hop in and help. It is not their ticket, so re-assigning to them doesn't help/make sense, we need to consolidate their @mentions. Is there anything for this? Even the Zendesk home / dashboard only shows history of comments on your tickets.

Afficher le commentaire · Publication le 26 mai 2020 · Abed Islam

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Abed Islam a créé une publication,

Publication Feedback - Ticketing system (Support)

The "Require authentication to download" is required for HIPAA-compliant setups. At present, it robs agents the ease of copy/pasting images into their editor.  Yet, whether the agent or the end user provides an image, we can see it without having to download. There has got to be a way to enable secure inline images so agents can copy/paste images again. This is not a novelty or just a convenience, agents will now instead have to save, consider the naming of the file, store files locally, not be able to place the image inline contextually with helper text, we're talking this really increases the time to reply/deal with customers as well as adversely affect our ability to communicate with them.

Please give this some attention. Security should not come at such a cost of UX. We should be able to make that call if an image has PHI or not, should require attachment treatment or what.

Publication le 22 avr. 2020 · Abed Islam

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