Graeme Carmichael

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  • Views: Best Practice

    Views are the primary way of managing tickets in Zendesk. The tickets displayed in a view respect an agent's ticket privilege, so agents only see the ticket that they are authorised to process. Wh...

  • CC Customer On All Organisation Requests

    We are going to create a trigger to automatically CC a customer on all tickets created for an organisation. The CC address is held in a custom organisation field. You can use one trigger to notify ...

  • Allow Customers To Opt Out Of Satisfaction Questionaires

    Zendesk’s  Satisfaction feature allows customers to rate individual tickets after they have been solved. By default, the satisfaction email is sent by an automation. If you have customers that send...

  • Backlog Average Metrics

    Historical Backlog The Backlog Dataset is a little different from other parts of Insights. Using the Backlog normally you report values on a specific event day- for example the last day of the mont...

  • Restricting Satisfaction Surveys by Date

    Introduction Customers with many tickets can become overwhelmed with satisfaction surveys. This frustrates the customer and can lead to invalid satisfaction metrics. This guide will show how to sup...

  • Missing \ Zero Column Values


    How do you ensure that zero or missing column values are always displayed. In the example below, July is missing because it has no data.    

  • Trigger recipe: Set priority based on keywords in incoming tickets

    You can create a trigger that looks for key words or phrases in incoming tickets, then adds a custom tag and sets priority. This enables you to give urgent tickets attention first (for example, a c...

  • Hiding An Agent's Identity

    Administrators should follow a few steps to hide agent identities from customers. Disable personal email replies Remove photo from email template Remove personal agent signatures Use Agent Alias (...

  • Getting Started: Insights to Explore

    Introduction Moving to Explore is not starting again for Insights users. You are already familiar with the Support product and the relationship between objects. The metrics and attributes within In...

  • [Explore tip] Last Refresh Timestamp

    Last refresh v last ticket updated The last time a dataset was refreshed is not available directly. But we can estimate that by the latest ticket update timestamp. You can then create a query to di...