BA

Is it possible to sign up for a mailing list where I can receive product updates to my email?

I was also unable to get the one-name @ mentions to work.  The workaround I found was:

• Go to the desired user's Slack profile by clicking on their name in a conversation
• Click the three dots icon on the right side about halfway down the profile pane
• Copy member ID
• Inside the side conversation in ZD, type <@member id>, replacing member id with the value you just copied (you need to include the angle brackets)

In practice, this is not very convenient at all if you need to mention a person just one time - it's faster just to open Slack and mention them directly in the thread.  We have certain people on Slack that need to get notified regularly about certain tickets (for instance, colleagues in sales and billing), so for those types people, you can set up a macro to open a new side conversation in Slack and mention them.  That way, you only need to do the above steps one time for each of those people.

Mo Shujaat perhaps the above will help in your case.

The article states that the percent change is calculated by:

(COUNT(Tickets created this month)-COUNT(Tickets created last month)) /COUNT(Tickets created this month) 

It should in fact be calculated by:

(COUNT(Tickets created this month)-COUNT(Tickets created last month)) /COUNT(Tickets created last month). 

Based on the formula stated in the article, if I had 1 ticket last month and 1000 tickets this month, it would show a 99.9% increase in tickets.  But a 100% increase means a doubling of the number of tickets, not a 1000x increase in the number of tickets.

Additionally, the screenshot in step 14 shows 48,686 tickets this month and 79,883 tickets last month, with a change of 60.95%.  It appears the formula used to calculated the % change in that image is just (# tickets this month)/(# tickets last month), which is also incorrect, but a different sort of incorrect compared to Step 10.

The comment by Louise Dissing demonstrates not a problem with Zendesk, but just the mathematical reality of having 0 in the denominator, which is not really a legal operation.  

Our method of dealing with that was just to "pretend" that there was actually 1 ticket in the previous period when calculating the percentage increase using the following:

IF (COUNT(Tickets created last week)>0) 
THEN 
((COUNT(Tickets created this week)-COUNT(Tickets created last week) ) /COUNT(Tickets created last week) )
ELSE 
COUNT(Ticket created this week)
ENDIF

So going from 0 tickets to 3 tickets shows a 300% increase - mathematically, that's completely wrong, but for our use case, it's fine, and it's more helpful than displaying nothing at all.