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Dave Dyson (gmail)

Adhésion le 11 nov. 2022

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Dernière activité le 17 janv. 2025

Community Moderator

Zendesk alum - 11 years as customer support agent and manager, content marketing SME, and community management. Currently an Implementation Consultant at goenvoy.co

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Dave Dyson (gmail) a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

In case anyone else is looking at this, I'm finding that if you format your #+number test using the code span or code block formatting options in the ticket composer, the number will not render as a ticket hyperlink.

Afficher le commentaire · Publication le 17 janv. 2025 · Dave Dyson (gmail)

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Dave Dyson (gmail) a ajouté un commentaire,

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

Have you tried adding the condition Current user - is - (end user) ?

 

That should prevent the trigger from firing when the updater is an admin or agent.

 

Afficher le commentaire · Publication le 18 mai 2024 · Dave Dyson (gmail)

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Commentaire de la communauté Q&A - Reporting and analytics

I think the best way around this would be to put related reports into dashboardds, and then shared the dashboards: Sharing and publishing dashboards

Afficher le commentaire · Publication le 18 mai 2024 · Dave Dyson (gmail)

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Dave Dyson (gmail) a ajouté un commentaire,

Commentaire de la communauté Discussion - Tips and best practices from the community

Thanks Jacob the Moderator for helping me to get this working – and just for future reference, here's how you'd get a clickable hyperlink of the ticket Subject that takes you to the ticket:

 

<https://yoursubdomain.zendesk.com/agent/tickets/{{ticket.id}}|{{ticket.title}}>

 

Afficher le commentaire · Publication le 16 avr. 2024 · Dave Dyson (gmail)

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Dave Dyson (gmail) a ajouté un commentaire,

CommentaireZendesk messaging

Rob Stack

I agree with Gareth Elsby Test, and additionally -- can you use higher-resolution screenshots? These are hard to read, even when you open them in a new tab and zoom in. Thanks!

Afficher le commentaire · Publication le 15 mars 2024 · Dave Dyson (gmail)

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

Not sure - probably best to contact Zendesk Support in case they can look deeper into this: https://support.zendesk.com/hc/en-us/articles/4408843597850-Contacting-Zendesk-Customer-Support

Afficher le commentaire · Publication le 09 mars 2024 · Dave Dyson (gmail)

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Commentaire de la communauté Q&A - Reporting and analytics

Hi Gabi, 

If it doesn't matter what the previous Group assignment was (in other words, you want to count all tickets moving to "the group" regardless of where they came from), then you should be able to omit all the "previous value" lines entirely. The recipe you based this on was looking for tickets that were moved from one specific group to a different specific group, so in that case the previous group was important.

With all your OR statements, most of those are going to ge true for any ticket moved to "the group", and with OR statements, only one clause has to be true for the whole thing to be true. 

Afficher le commentaire · Publication le 05 mars 2024 · Dave Dyson (gmail)

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Dave Dyson (gmail) a ajouté un commentaire,

Commentaire de la communauté Q&A - Reporting and analytics

Glad to help!

Afficher le commentaire · Publication le 01 mars 2024 · Dave Dyson (gmail)

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Commentaire de la communauté Q&A - Reporting and analytics

Hi Lloyd,

Unfortunately, you're probably not going to be able to do this in Explore -- although Organization domain is an attribute in the Tickets dataset, it's only going to be available when that organization is associated with a ticket. So if you have any organizations that aren't associated with tickets, they'll be invisible to Explore.

Your better bet will be to use the List Organizations API endpoint, and search for any results that include the following string:

"domain_names":[]

That will only be true for organizations that don't have a domain set.

Afficher le commentaire · Publication le 29 févr. 2024 · Dave Dyson (gmail)

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

Hi Mark,

Help center language is determined by the user's browser settings:

What determines the help center language that users see?

Afficher le commentaire · Publication le 29 févr. 2024 · Dave Dyson (gmail)

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