Karen M.

Hello, I have been looking for an answer and couldn't find the a way to do this:

We have an specific e-mail address where some users are texting us and we need to forward it to the proper e-mail to create a Zendesk ticket (that's working and it's not a problem) , the issue is that Im trying to create a query where to list all the tickets that we have received and forwarded as mentioned.

If I search on the Zendesk views (using the magnifying glass) and I can see them all but I'm trying to create a query to have a list, I can't find a formula, metric, attribute, etc to accomplish this.

The e-mail is included in the body of the ticket, it doesn't show up as an asignee or submitter since it comes as a forwarded e-mail and the submitter would be one member of my team.

Hope I could explain myself and hope someone has an idea or workaround for this

This could be what I need, Candie how can I create 2 different groups within the same attribute? Thanks in advance

It filters correctly If I choose one at a time but I need to choose NULL in the other options or the dashboard remains blank.

If I choose more than one client at a time, the dashboard doesn't show any results at all :(

I could create the list as suggested but it doesn't allow me to select more than one at a time, if I do...the dashboard goes blank. Could it be related to this setting in each the group? 

Thanks for the quick response! 

We already have the baseline query and a dashboard but the issue is that we need to filter by requesters. Let's say we have 10 clients, and we receive tickets from 10 different requesters (employees) per client. So every time we need the dashboard to show the tickets from one client or the sum of a couple of them, we need to manually select 10 , 20, 30, 40 names to make it work.

I already created the attribute groups, one per client and each one with the name of their 10 employees. But I don't know how to create a list of those groups we created, so we can add it as a filter to the dashboard.

I need to create a list of attribute groups we have created, each group already contains the 10 names that belong to it, then add that list to the dashboard as a filter, but haven't found how to do so :(

Hi :) I tried but it didn't work for us since it can't be combined with other filters like dates. We would like to add it to a dashboard, as any other filter so they interact with each other. For instance, once we have selected the dates...we would like to see the tickets we received from the clients we have selected within that range of dates.

The dashboard works, all the other filters are working ok but regarding the requesters, we need to manually select 10, 20 or 30 names every time.

Hello Chris,

What happens if you have a couple of groups, and you would like to have filter in a dashboard, using a list of those groups you have created. I haven't been able to do so. 

Hello :) Trying to set a filter in a dashboard, with the name of our clients instead of the 50 names we receive tickets from. Is it possible to create a filter as described below?

Let's say we have 5 clients, and we receive tickets from 10 different people per client so we have made 5 different attribute groups, one per client and each one already include the name of their 10 requesters.

When we want to see results from more than one client, we need to manually choose 20, 30 , 40 or 50 names from the list and we need to shorten the process.

I hope I explained our needs.