Chris Stock

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

Hi Lucila Olhasso, you can swap out the first condition, Status-Is-New, for Ticket-Is-Created. Then, if you've only got one keyword then you can include that step in the 'ALL' conditions too. Your ...

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• Chris Stock
• Création 14 mai 2020 14:56
• 0 vote

1. Communauté
2. Support Q&A
3. Community tips using triggers

Hi Allen, I don't know if it's possible to do that directly - I can't find any documentation about it. One option would be to map the device details to a custom field that applies a tag to a ticket...

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• Chris Stock
• Création 16 avril 2020 06:42
• 1 vote

1. Communauté
2. Explore Q&A
3. The last time you made a presentation using week of year as a number instead of date starting?

Ah, it sounds like you need a Week of Month attribute maybe? You could do it by day of month, if you wanted a comparison. You can use the Ticket Created - Date attribute (so you can use date filter...

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• Chris Stock
• Création 8 avril 2020 15:05
• 0 vote

1. Communauté
2. Explore Q&A
3. The last time you made a presentation using week of year as a number instead of date starting?

Sorry Chad - will it always be year-on-year by week that you're interested in? If that's the case then you can add your query to a dashboard and add a Data filter that allows the executive to selec...

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• Chris Stock
• Création 8 avril 2020 14:20
• 0 vote

1. Communauté
2. Explore Q&A
3. how to rate / evaluate the evolution of the support agents

Hi Julien, I don't think it's possible to do this just with Explore. You can view some metrics as an indicator of agent evolution (e.g. number of tickets solved, satisfaction, sla adherence), but w...

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• Chris Stock
• Création 8 avril 2020 14:08
• 0 vote

1. Communauté
2. Explore Q&A
3. How to measure complexity?

Hi Andy, this is a difficult one to measure using data only (there's an element of subjectivity to it), but alongside Full Resolution Time and Ticket Age, you could also factor in the number of ass...

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• Chris Stock
• Modifié 8 avril 2020 14:01
• 0 vote

1. Communauté
2. Explore Q&A
3. The last time you made a presentation using week of year as a number instead of date starting?

Hi Chad Hanna, if you want to see a year-on-year comparison of tickets created by week it should be possible to do this without a custom metric: Metric = COUNT(Tickets) Columns = Ticket created - ...

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• Chris Stock
• Création 8 avril 2020 13:46
• 0 vote

1. Communauté
2. Explore Q&A
3. Time filter: filter widget by unsolved tickets

Hi Ali Layton, unsolved tickets isn't an available metric on the Support: Tickets [default] data set, so you won't be able to filter on it. If you want to see unsolved tickets created within a spec...

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• Chris Stock
• Création 8 avril 2020 13:35
• 0 vote

1. Communauté
2. Support Q&A
3. End-users Profiles

Hi Tanya, The users endpoint is https://[YOUR SUBDOMAIN].zendesk.com/api/v2/users.json - if you're able to use one of the client libraries, or build your own script, this is the cleanest way to exp...

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• Chris Stock
• Création 7 avril 2020 06:56
• 0 vote

1. Communauté
2. Support Q&A
3. End-users Profiles

Hi Tanya Escapa, Q1: There are a couple of different ways to do this, they're outlined in this article - https://support.zendesk.com/hc/en-us/articles/224736828-How-can-I-export-a-list-of-users- Q2...

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• Chris Stock
• Création 2 avril 2020 07:00
• 0 vote