Lynn Voie

I need to add explainer text for our agents as to which brand, form, or field that needs to be used/selected.

I am using the URL as you provided: https://focusonenergy.zendesk.com/rules/29006475264909/tickets 

Trigger URL is https://focusonenergy.zendesk.com/admin/objects-rules/rules/triggers/29006475264909

It is returning 41 pages of results and so far none that I have checked use the the trigger anywhere in the ticket.

Any thoughts or suggestions?

I am trying to figure this one out as it shows on my triggers page it has been used 1100 times in 7 days--this really should not be happening.

We need to have a caller suspended so that either they cannot reach us or at least be identified on the incoming call they are suspended--allowing the agent to dismiss the call. Just 'not creating a ticket' does not meet that need. Is there any way to accomplish this?

Is there a way to change the order within the departments field? I would like to move "other question" to the bottom though it seems to only sort A->Z.

We have a scenario where a single agent is a member of two separate groups--English and Spanish. They may not be available and we need to transfer a Spanish call to their VM. As they are the only agent in the Spanish group it is ok to hit VM in this situation. Though, if they are unavailable, no transfer sems possible.

If we take the step of making the agent available through the Talk dashboard they are then also put into rotation for English calls to that group but, will never answer a call. This will skew their performace numbers and cause longer hold times for the English callers.

I tried setting them to 'transfers only' and it fails every time. Is there something I am missing with this feature? 

Is there any way to complete a transfer to an offline agent/group?

Thanks ~Lynn

As a caveat, we do not have enough Spanish callers to justify paying for another agent seat.

1. In the Rows panel, click Add.
2. From the list of attributes, choose Time - Call started > Call - Date and Time - Call started > Call - Hour, then click Apply.

The only selection that is listed under Time - Call started is Call - Timestamp

Am I looking in the wrong place?

adding my vote to make this available as we could really use this

Adding my +1 as this is an issue for us as well.

+1 I am in total agreement with what everyone has stated here. This is really needed for our work flow.

Where can we find the service incidents view that used to be on the admin page?