Adar Earon

Thank You Brandon

Hi,

I am wondering if anyone here has any experience with WeChat (Tencent) and Zendesk. I want to find a way to bring WeChat group messages into Zendesk. I am familiar with having WeChat as a channel, but this is not what I am after. It requires the requester to open a ticket from the WeChat page/site. I am looking for a way for requesters to use WeChat to "text" us (similar to the WhatsApp use case). Does anyone have any knowledge or experience doing this? It seems to be the main method of communication in China.

Something has changed with the trigger search lately (since the filters moved to the right of the admin screen), resulting in a new limitation—a regression in this very needed tool—to be able to pick an organization name from a very long list. I opened a ticket with the support team and received the unacceptable answer that this is expected behavior in accounts where there's a large number of organizations. It is expected that dropdown options wouldn't automatically populate if you have over 100 organizations in your account.

We have thousands of organizations as we are a large enterprise company, and so far, I felt that Zendesk is a good solution for a company of our size. Now, I am less sure. I understand the need to limit the number of options populated in a dropdown, but 100 is a very low number. I think that the Zendesk product/dev team did not think this through and just came up with an arbitrary number that does not fit users' needs.

Something had changed with the trigger search lately (since the filters moved to the right of the admin screen), and as a result, there is a new limitation - a regression in this very needed tool -  to be able to pick up an organization name from a very long list.
I opened a ticket with the support team and received the unacceptable answer that this is expected behavior in accounts where there's a large number of organizations. It is  expected that dropdown options wouldn't automatically populate if you have over 100 organizations in your account.
We have thousands of organizations as we are a large enterprise company, and so far, I felt that Zendesk is a good solution for a company of our size.Now, i am less sure... 
Please fix it. 
If this is a real limitation, I would expect this to be documented in this article. 

Hi, 
Anyone has a suggestion on how to do tag the third ticket from the same requester or organization?  
I am trying re-route the load between the diffrent groups  and send every third a ticket to group X (we have requesters/org  that send few tickets a day). 
Happy to hear any idea! thanks 

Thank you very much CJ! This is very helpful. 

A follow-up question - how do I filter out the rows with NULL? 
I am not able to filter it by the "metric filter" as it is not a matric. 
Any suggestions? 

I have a custom metric that COUNT the number of comments for a specific agent on a ticket's topic (custom field)
I need to filter out when the count is 1 (and leave 0 and >1). 

How do I go about it? 

I try creating a metric attribute true/false based on that custom metric (if custom metric = 1 True/else false) but for some reason, everything is FALSE.

This is the metric;
IF ([Comment present] = TRUE AND [Updater role] != "End-user" AND [Updater name] = "agent name" AND [Ticket Type] = "spam"
)   
THEN [Update ID]  
ENDIF"

Is there a way to easily remove all 1 forum a column