Mayra

Walter Bellante this is a quick fix that can only work for some of the people who use the dashboard; the person would need access to edit the dashboard so that they could go in Edit > then click in the report > then click on Edit on report builder > then go to the page of the report (if the person doesn't have access to Zendesk and only access the dashboard through a shared link, this won't work and we will need to be regularly sending the reports to them).

The old model had the option to apply the filters and then instantly download the tables.

The fact that we are not able to download individual reports/tables in this new dashboard is a big deal breaker :/ My team wants to keep using the old version until this issue is fixed.

Within the new version of the dashboards, we can't download individual reports. This impacts us heavily since we often need to download tables to share with other teams and to do in-depth analysis.

So far, the team has been using the old version of the dashboards, but for new reports (that I'm not adding there), they need to find the reports aside from the dashboard to download, which makes the new dashboard kind of useless for this purpose (which is one of the main purposes we have some dashboards).

Hello,

I can't see the export options, the only option I have is to export the entire dash and I need to export individual reports.

I have a question regarding the capacity:

I'm creating a rule for premium service, and for that we want agents to take only 5 tickets (tickets here being considered talk + messaging + email) at a time. So, let's say that, one of the agents are currently on a call, he can get 4 other tickets (messaging or email) but will only receive a new ticket (could also be a call) after the current call is done. Is there a way to do that?

Hi, everyone,

I'm trying to create a calculated attribute that would show me how many tickets were created in the last 2 days (today + yesterday) and another one for tickets created more than 2 days ago.

Could you help me? I've created different reports for each but it would be better if we had it all in the same table.

In some of the tickets from our team, agents leave an internal note to let us know they are working on that ticket. How can we have this view on Explore, considering that it only looks at public replies as first message?

These transcriptions are giving me very little information. I need to know the rest of the conversation (meaning the ticket where the client talked to the agent) so I can know what the client wanted in order to improve our bot. Is there a way to do it?

Hi, Cristian,

We use Messaging, which is in the Support dataset.

We want to create a trigger that whenever our agents call a client and the client doesn't answer the ticket will be automatically closed.

The current scenario is that, sometimes, we try to reach the client multiple times, and every time they don't answer, a new ticket is created and we need to merge it with the original ticket. It would be great if Zendesk could integrate the call into the same support ticket but, if not, then the best practice would be to automatically close the unanswered (by the client).