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ZZ Graeme Carmichael's Avatar

ZZ Graeme Carmichael

Data ingresso 15 apr 2021

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Ultima attività 15 feb 2025

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ZZ Graeme Carmichael ha commentato,

Commento nella community Q&A - Help center and community

Visualizza commento · Data ultimo post: 16 giu 2023 · ZZ Graeme Carmichael

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Commento nella community Q&A - Reporting and analytics

In Explore, use the Support Backlog History dataset.

Metrics

  • Sum Tickets

Rows

  • Backlog Recorded date

Filter

  • Status = Pending
  • Backlog recorded date, for example, the last week

The Backlog History dataset takes a snapshot of your account at the end of each day. That is best place to see the total pending tickets each day and how they move from day to day.

 

Visualizza commento · Data ultimo post: 26 mag 2023 · ZZ Graeme Carmichael

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Commento nella community Q&A - Help center and community

Paola

It may be a limit of your plan.

You can use the image gallery and content blocks to re-use text and images.in many articles. But it is an Enterprise feature.

Details are here.

Visualizza commento · Data ultimo post: 30 mar 2023 · ZZ Graeme Carmichael

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Commento nella community Q&A - Help center and community

Gwyn

I do not believe there is an easy way to do this. While you can search for tickets with attachments, that does not apply to articles.

Even using the API to do this, you would first have to get all your article IDs then check each article to see if there is an attachment. If you have access to a developer, they could speed up the process for you. But it does not look easy using the standard tools.

Visualizza commento · Data ultimo post: 03 mar 2023 · ZZ Graeme Carmichael

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Commento nella community Q&A - Reporting and analytics

Jake

Sorry I missed your reply.

You cannot exclude items from the backlog. But perhaps you can use the ON HOLD ticket status to identify bugs? Then you can filter to exclude on hold items.

Visualizza commento · Data ultimo post: 24 gen 2023 · ZZ Graeme Carmichael

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Commento nella community Q&A - Tickets and email

 Alex

I am not sure how well this would work.

But you could try creating triggers based on the requester's time zone. Unfortunately, the requester's domain is not an available option.

Meet ALL conditions:

  • Ticket is created

Meet ANY conditions:

  • Time Zone is London
  • Time Zone is Paris

Action:

  • Assign to group Europe
  •  

Visualizza commento · Data ultimo post: 20 gen 2023 · ZZ Graeme Carmichael

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ZZ Graeme Carmichael ha commentato,

Commento nella community Q&A - Tickets and email

Samuel

Are you using ticket sharing across the two Zendesk domains?

Visualizza commento · Data ultimo post: 20 gen 2023 · ZZ Graeme Carmichael

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Commento nella community Q&A - Reporting and analytics

Siri

I am not sure what is causing the difference.

But you may be better using the Zendesk pre built year to date and month to date metrics. I tested on my account and they produced the same values. Within Metrics, scroll down to the Time Ranges section:

 

Visualizza commento · Data ultimo post: 20 gen 2023 · ZZ Graeme Carmichael

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Commento nella community Q&A - Reporting and analytics

Jake

The backlog dataset contains fewer fields than the support ticket and ticket update datasets. Unfortunately, custom fields are not part of the backlog dataset.  So you cannot splice your backlog data by secondary status. 

Sorry about that. 

Visualizza commento · Data ultimo post: 24 nov 2022 · ZZ Graeme Carmichael

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Commento nella community Feedback - Ticketing system (Support)

Marco

There is no OR operator but searching with the subject:eachWord should work in the same way.  It works for me ;)

 

Visualizza commento · Data ultimo post: 15 nov 2022 · ZZ Graeme Carmichael

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