Filtering public comments by "Ticket group" vs "Update ticket group"


3 ๋Œ“๊ธ€

  • Hillary Latham
    Community Moderator

    I would encourage you to make the change.ย  Zendesk's dashboard is just an example of what you can do using common scenarios.ย  Many of us have different workflows and design custom queries and dashboards.

    Sounds like you understand the attributes correctly, so I would just make a copy of the query and make the change you need.

  • Hannah Voice

    Thank you @...! ๐Ÿ™Œ

  • James McCoy

    It doesn't sound like "Update ticket group" is the correct field either.ย 

    Hannah says their business wants to see which groupย sent the comments. Well Update ticket group only works if the comment was sent on a ticket that did not have the group changed as part of that comment. If the comment were sent AND the group were changed, it would not appear there.

    It sounds like there needs to be an 'Updater Group' field.ย 


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