David Sarnowski

Enrico Monte I recommend you reach out to the Zenplates team (https://www.zenplates.co/patterns). They are doing some really interesting work along these lines that might be helpful for you.

Admin, there is an existing attribute named Full Resolution Time Brackets. You can duplicate that attribute and then edit the brackets to show timeframes you want to use.

Anastassia Solomatina, this could be a great use case for Side Conversation tickets. This would allow you to create a dedicated ticket with the feedback that can be assigned to the Product team. Side conversation tickets are linked back to the parent they came from so the Product team could easily navigate back to the original ticket that included the feedback (although agents can copy original ticket comments to the Side Conversation child ticket.

Taking this approach would let you start to report on important questions like:

• What percentage of our tickets include feedback?
• Does a particular segment of our customer base provide feedback more than others (and should we be proactively reach out to segments that are not being represented)?

Mark Leci is spot on asking for more details about the goals to help frame the overall approach though.

Kaycee, you might want to check out this community post that speaks to an approach that might meet your needs.

Nikki, you will not make this change with the sort options. After you create you ordered set, it creates a new attribute. It looks like you named this custom attribute "obvious order". When you are working with your query, you will want to look for "obvious order" in the attirbutes or either Rows or Columns.

Nikki by default, Zendesk will order values in an attribute alphabetically/nurmerically. You could use an ordered set to arrange the values in the order that you want.

AMU Cx Lead, you could look at using the repeat pattern as described here. If you use the advanced option on the date filter, you can scope your results to last month and then apply a repeating pattern for each year you want to go back to.

Andrew, there are couple of things. First, I noticed you are working on Solved ticket date, but you are counting all tickets. You might want to use the Solved Tickets metric instead. Your query should work either way, but might keep things tidy.

You can modify your sort order by either clicking Sort at the bottom of the query or using Result Manipulation section. If you use the first two options (A-Z, Z-A) it will sort on the first column. If you use Advanced, it will allow you select which column you want.

Glad to hear this is not happening on your home machine. Since this sounds like it might be localized to your work computer, it might be worth having your IT team take a peek and see if they see anything that jumps out to them. We definitely recommend testing in the Incognito browser so you have a clear cache when you try things out.

Kelsey H, we won an award for the most startling and unnerving sound ever. Sorry for the lost years! Your account administrator has provided Zendesk with account assumption access and I tested with your account and was not able to replicate the issue. There are three things that would be great if could try:

1. Can you confirm you are clicking the Save button after changing your sound settings? I know that seems silly, but I have been bitten by that before.
   
   
2. Can you try logging into Zendesk in an Incognito window in your browser?
   
   
3. If neither of those work, can you try this from a different computer?

If you are still getting the alarm after trying these, let us know and we can open a ticket to explore this further.