
Graeme Carmichael
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Graeme Carmichael의 활동에 대한 투표 수-
Views: Best Practice
Views are the primary way of managing tickets in Zendesk. The tickets displayed in a view respect an agent's ticket privilege, so agents only see the ticket that they are authorised to process. Wh...
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CC Customer On All Organisation Requests
We are going to create a trigger to automatically CC a customer on all tickets created for an organisation. The CC address is held in a custom organisation field. You can use one trigger to notify ...
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Allow Customers To Opt Out Of Satisfaction Questionaires
Zendesk’s Satisfaction feature allows customers to rate individual tickets after they have been solved. By default, the satisfaction email is sent by an automation. If you have customers that send...
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Backlog Average Metrics
Historical Backlog The Backlog Dataset is a little different from other parts of Insights. Using the Backlog normally you report values on a specific event day- for example the last day of the mont...
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Restricting Satisfaction Surveys by Date
Introduction Customers with many tickets can become overwhelmed with satisfaction surveys. This frustrates the customer and can lead to invalid satisfaction metrics. This guide will show how to sup...
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Missing \ Zero Column Values
답변함How do you ensure that zero or missing column values are always displayed. In the example below, July is missing because it has no data.
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Trigger recipe: Set priority based on keywords in incoming tickets
You can create a trigger that looks for key words or phrases in incoming tickets, then adds a custom tag and sets priority. This enables you to give urgent tickets attention first (for example, a c...
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Hiding An Agent's Identity
Administrators should follow a few steps to hide agent identities from customers. Disable personal email replies Remove photo from email template Remove personal agent signatures Use Agent Alias (...
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[Explore tip] Last Refresh Timestamp
Last refresh v last ticket updated The last time a dataset was refreshed is not available directly. But we can estimate that by the latest ticket update timestamp. You can then create a query to di...
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Order Columns on Query Results
Due to the limited screen space given to 'rows', it is really hard to change the display order of attributes. You can just about nudge a column up or down one position but it really should be made...