Jorge Moreno

Hi,

Would there be a way by any chance to use to Chat widget to prompt surveys to gather feedback about the page they are in? We have an early stage platform and would love to be able to automatically prompt small feedback forms when they land on some of the pages. Is there any app or way to build this? I would really be happy with something as simple as a feedback textbox alone, I don't even need users to rate the page, or give thumbs up/down. It's just to feed straight back to the product team.

Hi, good idea, I have three things I wanted to ask/suggest:

- Is it possible to prefill using a macro, any way to apply a macro using url?
- If not possible, how do I go about prefilling the description field with several paragraphs and bulletpoints?
- Any chance that you can add pre-filling functionality to ticket form settings instead? This is a good start but a bit messy for complex settings and it would be perfect to have pre filling as an action on the conditions of the form instead.

This, it would help a lot avoid manual errors right now on our processes

Hi!

We are looking into creating a report that would show the attributes grouped in custom brackets:

Tickets resolved within 3 days
Tickets resolved within 3 to 5 days

and so on, is there a way to define this? When I try a custom grouped metric I am given a defined set of brackets (1 to 5 hours, 1 to 7 days), but I don't see the option to create custom ones.

Thanks Austin! I had thought of both, but trying to avoid automating based on manual work, any typo would cause the trigger to fail in this case, which is why I mentioned macros as another option. It is for a highly sensitive project (complaint handling) and failure to comply in this case can have serious consequences, so we need to make sure that the pipeline is pretty solid and escalable.

Hi all,

Haven't been able to read through all the comments, so I'll ask myself:

Is there a way to populate fields like form and custom fields when creating a child ticket? IF I want to send a ticket to another team, I would like to be able to populate them correctly, so they fall under the right views and the receiving team doesn't need to manually edit them every time, is this possible? I don't even see the option to do it through macros.

thanks!!

Hi,

Is there a way to track SLA's after a ticket is escalated (assigned to a particular group)? We escalate complaints after solving some incidents, and we want to be able to set SLAs (first reply and resolution time) for those tickets from the moment the escalation happens.

Thanks!

Ok tags or custom field filtering was important in this case. So, it seems like I can easily add the unsolved tickets that include a particular tag at the end of the month, when the report is generated, let me know if this looks like that:
I create this metric:

IF (INCLUDES_ANY([Ticket tags], "tag_name") AND [Ticket status - Unsorted] != "Closed" AND [Ticket status - Unsorted]!= "Solved")
THEN [Ticket ID]
ENDIF

And then just COUNT this metric.

We'll just have to look up the data on the report from the previous month. so if at the end of August report I need to know how many unsolved tickets we had when the month started, we'll just look at the end of July report. I was looking for a way to have that in the end of August report instead, but it's not worth the headache. Thanks!!

Forgot to add: the moment the ticket is is tagged, it is also escalated, so any of those two actions would work to start counting

Hi,

I would like to be able to capture the "time between the moment a ticket receives a particular tag until the first public reply, so I can have a query showing how many tickets fell under the different SLA segments we use for those tickets. Is this possible? I don't need to use Zendesk Support SLAs (I don't think I can use that metric for them either way), but we need it on our Explore dashboard for reporting.

Thanks!