Catherine Michalak

Hi Ryan,

Thanks for this.

I'm quite new to the coding world and so have some basic questions.

Which of the values in the above code would i need to replace? Do I need to list out all existing country tags?

Our user profiles depending on location would have one of these tags for example (country:netherlands, country:united_kingdom, country:spain, etc). We have users in over a 100 countries.

Thanks

Catherine

Hi there,

Could anyone advise what would be the best way to set up this type of segmentation using user tags?

User role is good, but user locale isn't useful in our case. Tags however capture various user attributes like country, department etc that I'd love to be able to dissect the data by.

For example when we see that users search for "bike scheme" with zero search results but do not know from which location, it's difficult for us to make useful changes to content, to address the issue. Being able to break this down by user tag country would be very helpful.

Thanks

Catherine

This would definitely be useful in excel or other formats of extracted reports. We have teams that do analysis work on huge data dumps outside of explore because it faster, friendlier, etc and it would help them to be able to easily link out and access a ticket via the URL which is already in the excel table just not in a clickable format. 

Hi @...

This is already possible by changing the permissions within the role(s) assigned to agents to allow them to create group level / global macros.

This is really great - very much needed!

Hi @...,

Have you seen this - Content blocks EAP? And more info on how it works once you have it - here: Enabling content blocks.

The articles describes what that will allow you to do - does that partially solve any of the issues you're facing?

@... Thank you!

This is great! Thanks for sharing @.... I do have a question around your last point. 

Is there a specific way in which you've gone about documenting your setup so someone could easily take over. 

I am struggling with a good way to do that as on one hand I don't want to write a doc about each and every trigger and what it does and why it was set up but at the same time I do think some form of documentation would be helpful as sometimes even I myself cannot recall why something was done X years ago.

TIA

Hi all, not sure if this helps but sharing anyway in case someone is looking to have a connection between user field and ticket field working the other way around where user field will populate a ticket field automatically.

An example.

You have a user field "Country" that has an option "Netherlands" with tag "netherlands" and comes through automatically or is added to all your users from the Netherlands.

You can create a custom ticket field "Country" with the same option "Netherlands" and the same tag "netherlands" so when a ticket is created by a user from the Netherlands for example, the ticket field "country" will automatically get populated as "Netherlands".

This solution helped us get better grouping and ticket info in our views which we were not able to achieve with just the regular user/ticket tags.

I doubt that this will work the other way around so that ticket field will update a user field with the same value.

This is perfect! Thanks a lot!