Richard Dawson

It would be great if the answer bot suggested articles as well.  Otherwise it doesn't really work to be able to search articles in the help center and not the bot.

Tod,

This updates the group on the ticket.  I want to update the group on the organization record when the organization is created which needs to happen before the ticket is created.

Is there a way to automatically assign a group to a new organization?  We are using Zapier to create new organizations and we have multiple brands so I'd like to be able to automatically add a group to the organizations.  I was thinking maybe with webhooks but wasn't sure how that would work.  Any suggestions?

Lauren Ward  were you able to figure out the formula?  I'm looking to report the same metrics.  Would you be willing to share the formula?

Is there a way that I can create a report similar to this but I want to show each ticket and which article is linked to it so I can see which tickets we don't have good articles for?

How would you write this if you wanted to group your First reply time by the week of the year.  I want to see the reply time for the tickets updated each week so if a ticket gets opened on a Friday night.  We won't respond to it until Monday which is the following week.  Otherwise, when I report the week's response times it will change later on that day and it will make my reporting look in accurate.

Erika,

The article doesn't solve my issue.  I want to add a field that is on the organization to the user record as well.

How would you go about putting and organization field on a user record?