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Sara Pearson

Adhésion le 07 déc. 2021

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Dernière activité le 23 août 2023

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Dernière activité effectuée par Sara Pearson

Sara Pearson a créé une publication,

Publication Q&A - Reporting and analytics

We need a report that will tell us the last update provided by the assignee of the ticket.  Ideally a bar graph that we can group together e.g. 1-5 days since last update by assignee. I dont see any way to report on this right now in Explore.

Publication le 23 août 2023 · Sara Pearson

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Sara Pearson a ajouté un commentaire,

Commentaire de la communauté Developer - Zendesk APIs

Afficher le commentaire · Publication le 09 mai 2023 · Sara Pearson

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Sara Pearson a créé une publication,

Publication Developer - Zendesk APIs

Hello,

We are trying to extract all tickets from our Zendesk instance and send to another ticketing platform. I understand that this probably has to be done using the API but I cannot find anything specifically to give to our developer due to the range of things we need from the tickets.

Things we need extracted from the tickets:
Subject
Requester info (name, email, org., requester type)
Assignee
Form
ALL ticket comments (internal, external, call logs)
Ticket events 
Attachments
Category and sub-category
Type
Jira ticket #
2-3 Custom fields

If someone could just point me in the right direction in the documentation please, I would greatly appreciate it.

Thanks.

Modification le 09 mai 2023 · Sara Pearson

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Sara Pearson a ajouté un commentaire,

CommentaireExplore recipes

@... Yes, I followed the instructions exactly. Thanks!

Afficher le commentaire · Publication le 08 sept. 2022 · Sara Pearson

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Sara Pearson a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

@... Is there any update on this? You mentioned over 2 years ago that feedback was being passed on. Thanks!

Afficher le commentaire · Publication le 07 sept. 2022 · Sara Pearson

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CommentaireExplore recipes

Eric Gao This report doesnt work. I followed the instructions exactly and I get this error, but I know for a fact there are follow-up tickets..

Afficher le commentaire · Publication le 07 sept. 2022 · Sara Pearson

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Sara Pearson a créé une publication,

Publication Q&A - Reporting and analytics

I am trying to create a report that shows time between a new ticket created to resolution (solved) for a specific group of people and categories.

I want to calculate this time up to ticket status Solved and exclude time between Solved and Closed as we have a 30-day window between Solved and Closed, causing the numbers to be highly inflated.

Is there a way to do this?




Publication le 25 juil. 2022 · Sara Pearson

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Sara Pearson a ajouté un commentaire,

CommentaireWorking with articles in the knowledge base

Does the link have to be a direct file link? 

Afficher le commentaire · Publication le 28 juin 2022 · Sara Pearson

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Sara Pearson a créé une publication,

Publication Q&A - AI and automation

We currently have our Level 1 agents assign specific types of tickets to a Level 2 group, and then agents from that specific group are expected to assign the ticket to themselves. 

I am looking for a way to run a trigger if a ticket has been assigned to a Level 2 group but not picked up by a specific Level 2 agent for more than a certain period of time.

 

Publication le 23 juin 2022 · Sara Pearson

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Commentaire de la communauté Feedback - Help Center (Guide)

Has this been done? It still says planned expected plan to release was before the end of 2021

Katarzyna Karpinska

Afficher le commentaire · Publication le 17 juin 2022 · Sara Pearson

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