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Christopher Stock

가입한 날짜: 2021년 4월 15일

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마지막 활동: 2024년 1월 18일

Zendesk LuminaryCommunity Moderator

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댓글How to customize the theme of the help center

Hey Paolo Votta, the community button won't appear if you do not have the community activated on your help center. But you can see it when you're in development mode.

You can also remove the code from the header.hbs file, you're looking for {{link 'community'}}

댓글 보기 · 2023년 7월 05일에 게시됨 · Christopher Stock

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커뮤니티 댓글 Feedback - Help Center (Guide)

I really need this too!

댓글 보기 · 2023년 6월 07일에 게시됨 · Christopher Stock

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커뮤니티 댓글 Q&A - Tickets and email

You wouldn't actually be making any updates to the ticket itself though, only associated data, so I'm not sure why the trigger would be invoked.

댓글 보기 · 2023년 4월 25일에 게시됨 · Christopher Stock

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커뮤니티 댓글 Q&A - Tickets and email

Hey mfg, let me see if I understand your questions:

1. If you update the organization of a user will the updated organization be reflected on existing tickets, or only tickets created after the update?

- The change will be applied to all tickets where the updated user is the requester.

 

2. If you bulk update users, will the tickets those users are requesters for re-open?

- No, I don't think this will happen. Do you have automations/triggers that re-open tickets when the Requester or Organization is 'Changed'?

댓글 보기 · 2023년 4월 25일에 게시됨 · Christopher Stock

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커뮤니티 댓글 Q&A - Reporting and analytics

Hey Thomas, I've had another look at this and managed to get something working.

Using the 'Support - Tickets' dataset, this is the custom metric I created:

IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") AND DATE_DIFF(NOW(), [Ticket updated - Timestamp], "nb_of_days") > 7 THEN [Ticket ID] ENDIF

I've called it 'Unsolved tickets - not updated in last 7 days'.

You can then add this metric to a report alongside the standard 'Unsolved tickets' metric and create a 'Result metric calculation':

COUNT(Unsolved tickets - not updated in last 7 days)/COUNT(Unsolved tickets)

To give you the percentage.

Is that what you're after?

댓글 보기 · 2023년 4월 25일에 게시됨 · Christopher Stock

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커뮤니티 댓글 Q&A - Reporting and analytics

Hi Thomas Koch, is it specifically 'Solved' tickets that haven't been updated that you are interested in? Your queries all use the 'Ticket solved - Date' attribute.

One approach you could try is using the new DATE_LAST function to create an attribute that gives the timestamp of the latest update to a ticket, then filter to only show tickets where that timestamp is more than 7 days ago.

댓글 보기 · 2023년 4월 24일에 게시됨 · Christopher Stock

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댓글Using themes and customizing your Help Center

Hey Timo Boezeman, it's added as a element. There are no css classes, but you can style the element directly.

댓글 보기 · 2023년 2월 02일에 게시됨 · Christopher Stock

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커뮤니티 댓글 Q&A - Reporting and analytics

I'm really not sure on this one. Is it that you're missing values in 'List level one' and 'List level two'?

 

댓글 보기 · 2023년 1월 30일에 게시됨 · Christopher Stock

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커뮤니티 댓글 Q&A - Reporting and analytics

Hey Nick. What do you mean by 'truncated'? I can't see a scroll bar anymore. What are you expecting to see that you can't see?

댓글 보기 · 2023년 1월 30일에 게시됨 · Christopher Stock

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커뮤니티 댓글 Q&A - Reporting and analytics

Glad I could help Nick. You should be able to adjust the width on the report so that there's no horizontal scroll. If the default dashboard size isn't wide enough you can make it bigger by going to the 'Dashboard' tab and selecting 'Dashboard width':

댓글 보기 · 2023년 1월 30일에 게시됨 · Christopher Stock

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