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Graeme Carmichael

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    Graeme Carmichael님이 에 댓글을 입력함

    Wendell You cannot automate the export of a view as a CSV file. You would need to use Explore, Zendesk's reporting tool to do that. See this article on scheduling dashboards.  

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    Graeme Carmichael님이 에 댓글을 입력함

    Zak There certainly used to be a systems generated automation created for satisfaction- called 'Request customer satisfaction rating (System Automation)'. You can then refine this version to your o...

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    Amos 1 That is correct. Regardless of when the survey was sent, the customer cannot rate the ticket once it becomes closed. 2. Yes the customer will only have 24 hours to participate in the survey....

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    It is good practice to allow recipients to unsubscribe from automated emails and was also a feature of Insights.

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    Alejandro Most of the placeholders are detailed in this very article. For help with the liquid language, I normally just google ' liquid markup' and some text about what I am trying to do and norma...

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    Graeme Carmichael님이 에 댓글을 입력함

    Donald Rather counter intuitive but you can get the first comment of a ticket with: {{ticket.comments.last}} Or you can use {{ticket.description}}​  Which will give some additional information on t...

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    bo_zhang   >, if our agent solves the ticket on Oct. 22, and the automation of satisfaction survey we set is 72 hours since solved, normally the survey should be sent on Oct. 25. Correct > if the c...

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    Graeme Carmichael님이 에 댓글을 입력함

    bo_zhang The condition 'hours since solved' works on the last solved time. So the customer will not receive a satisfaction survey when you are still in communication.  This is why, as in your examp...

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    Graeme Carmichael님이 에 댓글을 입력함

    It may be that your Zendesk displaying only the ticket subject and description and not the ticket ID has the new Zendesk Agent Workspace activated. That is controlled under Settings>Agents>Agent Wo...

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    Graeme Carmichael님이 에 댓글을 입력함

    Rawan You may need to look at Dashboard Sharing using Explore. You can only share dashboards with end users if you have an Explore Enterprise or Explore Professional Legacy plan. Once the user reac...