Bruno Monteiro

Scott, the issue at this point is that I need this improvement for my end user, I understand that product evolution is always necessary, but they are targeting their user a lot, and not the end user within this process, which would be the customer of their customers.

We're having this issue too, which didn't occur in Insights, but the response from Zendesk support was to wait for this update to come in some roundmap soon, and follow this post.

I believe you should see what Insights features exist, which customers used and were useful, and bring as a legacy to Explore.

Scoot, of course.

Today we have the need to send various ticket information to our customers, and third parties, to facilitate the understanding of the service that will be performed, we created a trigger that sends a standardized email of this information, and the information we need is the expiration date of the ticket SLA, and today there is only one placeholder in the system, which would bring this information, if the ticket was a task and the due date field, but it is a process that needs to be done manually, and we have a demand of more than 100 tickets per day, moreover, this information is already available in the ticket itself, and what I want would be a placeholder with this information.

We need to have a placeholder with the SLA date, it is very important for personalized emails to the customer, today we only get a placeholder for the task date, but it is not functional, due to the amount of tickets generated