Amitai Koren Lawrence

Agree.
Amazing that 3 years passed and this is still an open issue

Hi,

As part of my routine, I'm sending a weekly digest to the team.

I was very surprised to find out, that the time settings in Explore - Zendesk Guide - Search tab have no impact on the last section of the report page "Search queries and top clicked articles".

According to the support agent, " The Report is by default excluding the time filter, which means it always shows the top clicks regardless of date".

I though that having a time filter option at the top of the page means it actually has impact on the content of the page.

Apparently, this option is available only with the more expensive suite.

Thank you for the quick reply!

When clicking on "merge ticket", I'm getting a list of suggested options.

However, to merge, I need to type the ticket number (or copy/paste it) to the Merge field.

Why isn't the ticket number a button that will just merge the tickets together?

As an Admin, I expect that when a ticket is opened, all the fields that have default values will be filled with the default value. This is regardless to who opened the ticket (user or agent) and regardless to the medium (web widget, email, form, etc...)

After chatting with one of your agents, she directed me to two articles:

1. https://support.zendesk.com/hc/en-us/articles/4408838961562-About-custom-field-types

2. https://support.zendesk.com/hc/en-us/articles/4408883152794

According to these articles, a field with a default value will be filled only if it was opened by a customer using web form, or an agent opening a new ticket from the system.

Can you please handle this quickly? Most of my tickets are opened via the web widget and default values needs to be selected manually, which is very frustrating and a waste of time