Hillary Latham

Hey Stephan, in the Ticket updates dataset, there are four attributes dealing with changes to fields.  You can use these to find updates where a specific field was changed.

Thanks Chandra!  We have the issue with SLAs not triggering and now I know why!

@... I agree that the audit log is not useful now that successful logins are listed.  Date range isn't a helpful filter for me - most of the time I'm looking to see who changed a particular record so I can talk to them about it - I have no idea the date the change was made.  Now there are pages of successful log in lines so I can't even reasonably do a browser search on a few pages to find what I'm looking for.

A search on the key words in the items changed field would be very helpful.  Or a search on the user role (including custom roles) could also be helpful - I'm mostly looking for activity that only an admin or someone with extra security could do.  So that activity would narrow down my search.

Yes, another great alternative.  I have done something like this before to show the differences between weeks.  I haven't tried toggle between month and quarter.  If you get something working well, I encourage you to submit a recipe - I think this is a useful type of query.

Apologies - I see I misread your original post.

I don't know of a why to do this date comparison dynamically off the same query.  Does sound like a cool feature to possibly share on the feedback channel (I will vote for it!).

In the meantime, the only thing I could think to do is to make multiple metrics for the previous comparison periods.  There are metrics for "tickets created past 7 days" and "tickets created past 30 days".  They use the "Date range calculated metric" feature - you could make several of your own and have that relative date (week, month, quarter, etc).  You could either make these separate queries that populate "boxes" on your dashboard, but all use the date range selected, or you can add all the metrics to the same query.  I don't see a way to dynamically choose the period.  But you could have several time periods on the dashboard together show them all at once versus changing it based on the user's choice.

Hannah, you can tell individual components on your dashboard to ignore filters.  So when you add this query to a dashboard with a filter, in the query options, choose "Exclude filters" and exclude the dates.  https://support.zendesk.com/hc/en-us/articles/360034902733-Best-practices-for-using-dashboard-filters

From my comment in this article: https://support.zendesk.com/hc/en-us/articles/360022183794?page=1#comment_360002497954

I would like to sort on any table column by clicking on the header.  I can do this for the metrics, but not for the row attributes when I have a table display output.  Once I sort a metric, I'm stuck sorting by metric.   I often write quick queries to answer questions, I don't need to build out a sort option in a report I'm going to keep running.  I just want to sort on the fly - any column, attribute or metric.

Another comment in the above post suggested I set the sort order for the first attribute column in Result Manipulation > Sort.  However, this only works as the default sort.  Once I sort any metric column on the fly, my attribute sort is gone, can I cannot get it back unless I close my query and open it back up.

I'm not sure what the options might be for facebook or twitter (we do not use those options), but we have an email send to the requester via a trigger when a new ticket is created.  Here is what out trigger looks like (you may need additional conditions or triggers for facebook or twitter or depending on how you are using Zendesk:

Agreed.  It would be nice to auto add skills from a user record to a ticket via a trigger.  A trigger action that was Add Skills From current assigned user's record to ticket.

I see how skills were created to route unassigned tickets, but I could see it being useful for following/viewing tickets that have been assigned.

• What is the problem? Customers cannot export their list of tickets (mostly they'd like currently open or recently solved).
• Why is it a problem?  They need a list they can review and distribute easily in a meeting.  All the folks involved with a ticket may not necessarily have Zendesk access.  A simple list makes reviewing open and recently solved issues at a high level meeting simple.  A list also can be customized for quickly added notes before and during the meeting (rather than having to open each ticket up to take notes).
• How do you solve the problem today? Someone either manually re-creates the lists of issues, takes a screenshot, or asks an agent to download the list.
• How would you ideally solve the problem?  Allow an end user to export any list of issues from the Zendesk portal.
• How big is the problem (business impact, frequency of impact, who is impacted).  This impacts customers who have at least 10+ issues going on at any one time or during a major project.  The frequency can be weekly during an ongoing project.