Chris Hardy

Hi.  When we run reports on solved tickets by agent, we noticed a ticket doesn't count if the customer closes it instead of the agent. This has caused issues because some agents put a ticket in pending awaiting confirmation from the customer that the issue is resolved.  If the customer then marks it solved, the agent doesn't get credit for the resolution.

Does anyone have a report that can include tickets assigned to an agent that the agent solves along with those the agent solves?  

Thanks!

Does anyone know if it's possible to prevent user's from signing up for accounts but allow unknown user's email in a support request?  I turned off "anybody can submit tickets" but when I email the support email from an address not associated with an account, no ticket is created.

We'd like to handle help center account creation manually but allow customer's without an account to email in a support request.  

Thanks,

Chris

Hi.  We'd like a list of users who have subscribed to a section.  I can use the API to pull the data, specifically with Postman, but it's not that usable as JSON data.  Does anyone know of a good way to do this?

Thanks!

Awesome. Thanks Jack.  

I got it to work. Unfortunately I'm trying to update primary email address but looks like you can't do that with existing users.  But at least I know how to update users through API now.

Hi.  I'm trying to update users through API using Postman.  I'm using the instructions here https://developer.zendesk.com/api-reference/ticketing/users/users/#update-many-users specifically the batch update part.  I'm updating emails so I'm using the user ids from the user profile web address and the new email.

I'm using the following endpoint: https://{subdomain}.zendesk.com/api/v2/users/update_many.json (I've put the real tenant name in for {subdomain}

Hi.  

We are updating our email domain which means all our team member emails need updated.  Is there a way to do this with the bulk update?  I tried but it created a new user.  As you can imagine, I'd like to avoid to do this manually since we have a good number of team members.

Thanks
Chris

Hi.

We have salesforce integration set up but we are also looking at how to incorporate SF projects.  Has anyone done this before?  Or does anyone know of a way to create projects that orgs can be assigned to? 

Thanks,
Chris

Hi.

I was able to add content to the My Requests page but I also need to add it to the Organization Requests page.  Does anyone know where this is located at?  I'm having trouble finding it. Thanks. 

We'd like the ability to add or remove columns on the list of tickets in the customer view.  This way if a customer would like to see a specific field on all their tickets, they don't have to open each one to see it.

Thanks, Bruce.  Worked perfectly!