Mitchell Lewsey

Just wondering if there is any update?

Upvoting this. We also use colour to highlight important points and it's a shame this is missing from the Knowledge App.

I have spoken to your Support Team who have advised me to create this post to get some attention to the bug our users are experiencing.

We have noticed that images in Help Centre articles are broken in the Knowledge Capture sidebar view when viewing articles that are not on the default Zendesk domain. 

The temporary workaround for this is for users to access the Help Centre where the articles are stored, which seems to authenticate the user and then show the images however agents are required to re-do the workaround frequently to re-authenticate. A permanent solution is required.

Adding my two pennies to hopefully increase visibility/priority of this. Much like others in this post, we have agents in end-user-facing teams, who are also "customers" of our internal teams and due to the agent restriction, we are unable to get a complete view of our internal team performance as 80% of their "customers" cannot complete a survey. Although their are paid-for solutions, this should be available out-of-the-box.

Brett Bowser credit goes to Gavin and your tier 3 who helped!

Amy Spagnolo

Hey Amy, I just thought I'd share a solution. You can use the following:

FISCAL_YEAR(_date,_start_month) or FISCAL_QUARTER(_date,_start_month) to create custom attributes e.g. FISCAL_QUARTER([Ticket created - Date],"April") will start Q1 with April. You can then add the same for FISCAL_YEAR. You can then do the same for ticket solved, ticket updated etc.

More info here: https://support.zendesk.com/hc/en-us/articles/4408834558746-Explore-functions-reference

Has anyone figured out a way to enter custom date groups/ranges? I'm looking to create some reports but with the financial year and quarter being used on the X axis but struggling.

I've tried creating groups for the months, and naming them Q1, Q2... but the idea falls over because our financial quarters overlap the calendar years (2022 May 1st to 2023 April 30th).

Kind regards,

I have a setup where tags will be added and removed multiple times on the same ticket, and I want to report on the total number of times these tags have been applied to a ticket. As they can be added multiple times to a ticket, I can't simply say tickets where tag = xxx. Any tips?