Marco

Hi Tom, 
 
I'm sorry to hear about your experience with Explore. As mentioned by our product team above, we are continuously working on improving Explore, though I completely understand that it takes some getting used to. I would suggest checking this article here, as we also have recipes for commonly made Talk reports: https://support.zendesk.com/hc/en-us/articles/4409149172890-Explore-recipes-reference#h_b93f6418-b27c-4d53-a32b-acdf46eaa70f
 
If there's a specific report that I can help you with building, feel free to let me know! However, we also have some helpful articles that you can take a look at. 
 
https://support.zendesk.com/hc/en-us/articles/4408824320794-Getting-started-with-Explore-Walkthrough
https://support.zendesk.com/hc/en-us/articles/4408827693594-Metrics-and-attributes-for-Zendesk-Support

Hi CJ,
 
Thanks for the example here. I've been looking into the formula that you provided and it looks like this is working as designed.

IF [Comment present]=TRUE
AND [Comment public]=TRUE
AND [Priority Escalation] = "P0 Escalation"
AND [Updater role] != "End-user"
AND [Changes - Field name] != "Priority Escalation"
AND DATE_FIRST_FIX([Update - Timestamp],[Update ticket ID],[Comment present],[Comment public], [Updater role],[Priority Escalation],[Updater role],[Changes - Field name])=[Update - Timestamp]
THEN [Update - Timestamp] ENDIF

Not all of your DATE_FIRST_FIX parameters are only single possible values. Namely, this formula is looking to see if the Updater role is not end user. Then you are looking at the first dates of Updater roles. This will show the first update for an updater role of both admin and agent, hence some tickets have two values. 
 
Hope this clarifies it for you. 

Hi Alex, 
 
Good question! For this, you will need to create a custom metric which would look something like IF (INCLUDES_ALL([Ticket tags], "united_states","italy")) THEN [Ticket ID] ENDIF. You may check this article here for more information: https://support.zendesk.com/hc/en-us/articles/4408838151450-Reporting-with-tags#topic_q5d_dms_jkb
 
Hope this helps! Cheers! 

Hi Amy, thanks for your comment here. This would not be an option at the moment, unfortunately. I would suggest posting this as a feature request for our product team to review and possibly be in the roadmap for future improvements. Cheers! 

Hi CJ, thanks for the update here and for checking it on your end. Can I have more information on the formula that you're using so that I can try replicating it on my test account? That would give me something to work with on troubleshooting this, see if there's anything I can do to help you out. :) 

Hi Ulises, thanks for your question. There would be no way to create a report with Explore at the moment just with the user and their number. But I would suggest posting this as a feature request: https://support.zendesk.com/hc/en-us/community/topics/1260801325209--Feedback-Reporting-and-analytics-Explore-
 
You may also want to look into exporting a list of users. Though a full User XML export will export only primary numbers. You may check this article here for more information. https://support.zendesk.com/hc/en-us/articles/4408882924570-How-do-I-export-a-list-of-users-
 
Hope this helps! Cheers! 

Hi Casey, thanks for posting here! Just to confirm, it's not working for both keyboard and your mouse? If it is working on your keyboard but not on your mouse, I'm guessing that you're using Synapse to configure the mapping on the buttons. Did anything change there? I unfortunately would not be able to help if it's working on your keyboard but not on your mouse, as that would sound like an issue on the mapping side of the mouse itself. 

Hi Vamshi, there's no native functionality in Zendesk yet to merge organizations, hence also no way to un-merge them. You may refer to this community post here as well asking for this feature to be added. https://support.zendesk.com/hc/en-us/community/posts/4409222756762-Ability-to-merge-organizations
 
With this, I'm not entirely sure what you mean, unless there is a third party app that you are using to achieve this. Nevertheless, we would not have any native functionalities to un-merge organizations at the moment. 
 
Feel free to let me know if I missed something here for clarification. Cheers! 

Hi Sophia, 
 
Thanks for your post here. It's great that you tested this out first, and I would just like to check if you have already checked this article here as well? Sometimes, it's just a setting that was missed that's causing this. https://support.zendesk.com/hc/en-us/articles/4408821145754-Troubleshooting-guide-Why-is-the-widget-not-showing-on-my-website-#:~:text=Check%20that%20the%20necessary%20channels%20are%20enabled&text=If%20you%20use%20the%20Web,you%20want%20to%20be%20active.
 
Kindly look into this and see if there's anything that was missed. Thanks! 

Hi Anthony! Good question, you may want to look into using the Answer Bot for emails. As mentioned in this article, "When enabled and configured for email notifications, Answer Bot uses its Article Recommendations feature to respond to support tickets by sending an automated email that lists potentially relevant knowledge base articles.". I think this is what you're looking for. https://support.zendesk.com/hc/en-us/articles/4408833721498-Using-Article-Recommendations-in-email-notifications
 
Cheers!