Oliver Jackson

Yeah, this feature would be highly valued. 100%.

FQ Support Eventually I got a Zendesk rep to assume the agent's profile. Their rep wasn't having the same problems at his end somehow, and I was left with the impression that either he didn't believe that it was happening, or there wasn't sufficient willingness to investigate the problem more deeply.

So basically there isn't a fix, simply because it couldn't be replicated at their end - for months now, we have had to merge the agent's tickets for him. This is the stone-age workaround we have in place sadly.

How can we prevent spam from being submitted via the Offline Form? Is there honestly no way of doing this? It's virtually useless without this functionality because of the sheer volume of junk which comes in. Consequently our data becomes contaminated by the endless stream of spam messages.

Yes please! 

Desperate for this - it would give our interactions a much more personal vibe.

Hello folks, 

One of our agents is unable to merge tickets. He gets the message below:


The tickets however do not meet any of the conditions listed, and in fact, I can merge them successfully, without being shown the above error message.

Is there a setting somewhere I need to change for him? He's an Admin just like all of our other agents, so I'm very confused indeed.

Appreciate any guidance!

Yeah, my legend is unreadable since I have a custom field I need data on, but the text strings are too long for Zendesk Explore. Not good at all. See below:

Anything you can suggest here Zendesk? :-/

Erin O'Callaghan Thank you so much for this - all fixed up now! :) 

Sorry for my delayed response - caught Covid and was off for several days.

Cheers!

Erin O'Callaghan 

Hey Erin! I can't thank you enough for the explanation - so clear and effective. Really appreciate it.

I have one last hurdle however before the finish line: the data doesn't show me a percentage increase/decrease, but instead it appears to show the difference between the two values:


If we look at the example above, tech__reinstall_vcplusplus shows 100%, because it's an exact match, but in reality, I would like to display 0.0%.

With tickets tagged tech__reinstall_or_repair_dotnet, it's showing 94%, when in reality it should show -6%, and the same with auth_issue which should actually say -50% rather than 50%.

Does that make sense? Hope you can help me with this final brainteaser! :) 

Thanks again.

Hi folks, I'm in need of some help if possible please :) 

I would like to create a table which provides with insight on Tickets Solved (by tag) for the last week, and the previous week respectively.

Below is where I have got to so far, but it's not really what I'm looking for:


What I would like is for the first column to display how many tickets tagged in a certain way were Solved Last week (which I think I have achieved), and the second column to display how many tickets (tagged in the same way) were Solved the Previous week (i.e. the week before last). For now, I have simply used another metric. I know that I can create this manually via the date picker, but I was hoping there would be something less manual and more automated to achieve this.

Also, a VERY welcome bonus would be to also have a third column which illustrates the percentage increase/decrease between the second column and the first.

Any help would be enormously appreciated! :) 

Thanks in advance.

I'm trialling Zendesk Chat, but I never see any visitors appear, even though we know we have some (e.g. I asked the whole team to go to the page). Nothing even appears as Clicked when I test this. It only shows when a visitor has been Assigned and Served.

Surely there should be some listed as Idle or Active at least?