Hillary Latham

1. Communauté
2. Zendesk Suite Q&A
3. Count updates on specific custom field

Hey Stephan, in the Ticket updates dataset, there are four attributes dealing with changes to fields.  You can use these to find updates where a specific field was changed.

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• Hillary Latham
• Création 29 octobre 2020 14:24
• 0 vote

1. Communauté
2. Tips from users - Zendesk Suite
3. Creating a notification to identify tickets that are stuck at the back of the queue due to no SLA being applied

Thanks Chandra!  We have the issue with SLAs not triggering and now I know why!

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• Hillary Latham
• Création 5 octobre 2020 15:29
• 0 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. Audit Logs

@... I agree that the audit log is not useful now that successful logins are listed.  Date range isn't a helpful filter for me - most of the time I'm looking to see who changed a particular record ...

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• Hillary Latham
• Création 4 août 2020 16:47
• 2 votes

1. Communauté
2. Zendesk Suite Q&A
3. Comparing metrics to previous period

Yes, another great alternative.  I have done something like this before to show the differences between weeks.  I haven't tried toggle between month and quarter.  If you get something working well,...

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• Hillary Latham
• Création 30 juin 2020 19:45
• 0 vote

1. Communauté
2. Zendesk Suite Q&A
3. Comparing metrics to previous period

Apologies - I see I misread your original post. I don't know of a why to do this date comparison dynamically off the same query.  Does sound like a cool feature to possibly share on the feedback ch...

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• Hillary Latham
• Création 30 juin 2020 16:43
• 0 vote

1. Communauté
2. Zendesk Suite Q&A
3. Comparing metrics to previous period

Hannah, you can tell individual components on your dashboard to ignore filters.  So when you add this query to a dashboard with a filter, in the query options, choose "Exclude filters" and exclude ...

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• Hillary Latham
• Création 30 juin 2020 13:43
• 0 vote

1. Communauté
2. Zendesk Suite Q&A
3. Set up auto response to tickets from all channels

I'm not sure what the options might be for facebook or twitter (we do not use those options), but we have an email send to the requester via a trigger when a new ticket is created.  Here is what ou...

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• Hillary Latham
• Création 2 janvier 2019 17:10
• 0 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. Ability to update Skills from macros or triggers

Agreed.  It would be nice to auto add skills from a user record to a ticket via a trigger.  A trigger action that was Add Skills From current assigned user's record to ticket. I see how skills were...

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• Hillary Latham
• Création 1 novembre 2018 22:22
• 1 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. Ticket export tool for End-users (Export tickets by organization)

What is the problem? Customers cannot export their list of tickets (mostly they'd like currently open or recently solved). Why is it a problem?  They need a list they can review and distribute eas...

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• Hillary Latham
• Création 26 janvier 2018 16:45
• 2 votes