Emil Susort

So if you are on a professional plan and the checkbox Enable Organizations list is not checked (default=on) and you want to re-enable it again for agents and not only admins you are not able to enable it again because you do not have access to custom roles in the professional plan?

In our case it would go to a real time manager, problem manager or customer responsible person. Those people are usually agents or light agents in Zendesk.

Most effective is usually SMS, but as this is not for an urgent matter Email usually works fine.

We handle a lot of tickets every day. If we get a lot of tickets with X category selected within X days we would like to have a notification sent.
Currently there is no way to count number of tickets in a trigger but you can use the api to count number of tickets in a view.
A similar scenario is solved by using Zapier and Slack

Is there a way to add other conditions for end users to be able to mark as solved?
We have an issue where end users are closing our changes that are not completed internally.
Change is not part of the default type field. It would be nice to add a condition for a custom ticket field option or ticket form.

Jacob Bailey

Thank you for your input. Do you have any more info on how the configuration is done in Service now?

Hi Brett,
Let me try to elaborate my question;
We would like to generate reports about a users tickets even after we have deleted the user.

i.e, the user is deleted, some time later we want to see the tickets to that user. Would we be able to create a query in Explore showing all tickets with filters "requester" is "Deleted user A" ?

Are you able to find the deleted users tickets through a explore report ?

Currently there is now way to display tags in one cell. This is confirmed by Zendesk support.

Impact:
When exporting large queries with tags in columns the rows will duplicate for each tag making the export and table in explore much harder to read and analyse 

Is there a way to use this dashboard on a separate display/computer without having to log in to my own user on that computer/display? Some sort of dashboard display user that does not require a license.