Barb

Hi Pedro,

I am so sorry for the late response. I wanted to thank you for the clarification, this helped us adjust our reports/numbers. 

Happy new year!

Barb.-

Hi all,

We are trying to measure Tickets and Chats for our environment. We are running different queries to gather data (based on whether we need additional details, or just a simple count), however, we are noticing a difference when counting chats VS counting chat tickets. 

Here's an example: 
Query 1:  Chats - D_Count , basic default query. sorted by channels (Chat, API, Mobile/Mobile SDK) 
IF ([Chat type - Unsorted]!="Offline Message")
THEN [Chat ID]
ENDIF     
Results in 224 chats on a given period 

Query 2: Tickets - D_Count , basic default query, sorted by channels (Chat, API, Mobile/Mobile SDK) 
[Ticket ID]
Results in 233 chat tickets on the same given period 

We are trying to understand where is the difference coming from - Any hints greatly appreciated.
  
Thanks!

Hi, thank you for your response! 

I too would like to know more about why cannot I, as an admin, administer my own access. This is hindering my ability to do my job.  Would these security reasons explain why wouldn't Zendesk add an "Admin of admins" , or a "Senior Admin" role?  I think this could be a good compromise. 

My other admins are contractors, so I cannot easily get them to do this for me, as they may not even be online and are outside my line of command. And as covered, the account owner is not a support tech, is a company vice-president, so it is not the ideal person to change my chat access. 

Thank you! 

Hi all,

Request: Please  consider adding  a new role, an admin of admins that is NOT the account owner.  So they can make changes to admin roles. 

Business reason: 
Starting today (not sure when did it really start, but this wasn't a problem say last month), in order to enable a chat license/change the role, I need to do this from an admin section: 
But as you can see, despite being an admin, my chat role (that I just enabled so I could go in an build a trigger for the team) is grayed out, I cannot switch it to Admin. 
I contacted Support and they informed me that due to  new changes to security, this change can only be done by the account owner now.
In our case, the account owner manages billing , he is not available to change things back and forth for us. 
So, today, I have found myself unable to make the needed changes for team due to this restriction. 

Please consider adding this additional role for companies where the billing person/account owner is not a technician/operations mgr working directly on Zendesk. 

Thank you!! 

+1, I am trying to set up notifications for received tickets while using multiple email addresses, and I am finding it almost impossible to prevent sending 2 notifications .