Rodger Bradford

1. Explore
2. ...
3. Building and customizing queries
4. What is the difference between the solved tickets and tickets solved metrics in Explore?

Hello Elissa,  I am trying to find the best way to quantify the amount of work done by an agent during a given date range.  I had always relied on the COUNT(Solved Tickets) metric but after reading...

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• Rodger Bradford
• Création 20 novembre 2020 17:35
• 0 vote

1. Communauté
2. Feedback on Support
3. Stopping the reopening tickets by a ' Thank you ' response.

@shanepinnell - Wow, that is a great idea.  Would you be able to share some screen shots of the trigger set ups?  This could be the break though that we have been waiting for.

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• Rodger Bradford
• Création 10 septembre 2020 22:18
• 0 vote

1. Communauté
2. Feedback on Support
3. Can we keep the ticket's status as NEW after assignment until Agent manually updates?

I also would like to see this functionality.  We use a trigger to route tickets to our agent in Europe based on the country.  He receives them as open but it would be much better if they could appe...

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• Rodger Bradford
• Création 21 août 2020 20:54
• 0 vote

1. Sell
2. ...
3. Working with Sell integrations
4. Working with the Zendesk Sell app in Support

Hello sophie, We are a small business and only have 4 reps.  The reps cover specific territories across North America.  It doesn't make sense for us to assign it to a pool.  We would like to assign...

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• Rodger Bradford
• Création 24 mars 2020 22:17
• 3 votes

1. Sell
2. ...
3. Working with Sell integrations
4. Working with the Zendesk Sell app in Support

Emma Tett  We recently set up Sell for our sales team and I am happy to share how we are using the Sell app in Support.  The app can only send a lead to one person, let's call that person the Sell ...

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• Rodger Bradford
• Création 25 février 2020 18:14
• 0 vote

1. Sell
2. ...
3. Working with Sell integrations
4. Working with the Zendesk Sell app in Support

Hello, we recently installed the Sell App for Support.  One of the shortcomings is the inability to select the Assignee on the Sell side of things.  From what I can gather, all of the Notify Sales ...

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• Rodger Bradford
• Création 22 janvier 2020 18:54
• 4 votes

1. Communauté
2. Feedback on Support
3. Stopping the reopening tickets by a ' Thank you ' response.

Has there been an official resolution to this issue?  

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• Rodger Bradford
• Création 7 octobre 2019 17:17
• 0 vote

1. Support
2. ...
3. Business rules
4. How do I create a trigger based on a ticket subject?

@GraemeCarmichael - Thank you for the suggestion but I have looked through our list about a dozen times and used the search method that you have recommended.  The field does not exist.  Should I ma...

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• Rodger Bradford
• Création 29 mars 2019 15:29
• 0 vote

1. Support
2. ...
3. Business rules
4. How do I create a trigger based on a ticket subject?

Hello, I cannot seem to find Ticket:Subject Text in the pull down list of trigger criteria.  Am I missing something? Our company is on the Enterprise plan. 

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• Rodger Bradford
• Modifié 28 mars 2019 20:53
• 0 vote