Tammas

Hello again, could I get some assistance with the above? 

I am trying to make a query that filters by the inclusion of two tags. Above the example is "IF (INCLUDES_ALL([Ticket tags], "united_states","italy")) THEN True ELSE False ENDIF". I used this base formula, modified it to have my tags and it saves fine. However I cannot use this as a filter. Only as a Metric. It does not show up as an option in the Calculated Attributes in my Filters. How can I fix this? 

Can I have an automation run based on a closed ticket + X amount of time, but have that automation do a thing to the Requester of the ticket rather than the closed ticket itself?

Basically, I only want to send a CES survey to users every 6 months. So we set a profile checkbox once we send a survey and after 6 months i want to unset that checkbox so we can re-survey them again.  

Will this work if automations wont run against a closed ticket?

I would like to reinstate a user who was previously marked as a spammer. How do I do this?

Hi there, 

Any update on this feature? Something like this so if agents close their laptops or miss x number of calls in a row they are automatically made 'offline' is so important. 

Has there been any progress made on implementing this feature?

We use ZD for 2 way ticketing and it is making calculating FRT accurately hard. Can someone help me devise a query to cover our 2 scenarios? 

1: Ticket submitted by End User which we reply to (this is easy to track in Explore) 

2: We send an outbound ticket to a User and mark it Solved or Pending (depending on the scenario). User replies back to that ticket some amount of time after that (could be days or weeks). We then reply back to the Users Reply. -- This scenario confuses the FRT report as it tracks Ticket creation time to the Reply time whereas we just want to know how long after the User emails us it takes us to get back to them. 

Thanks for your help!

Tam