Erik Cerbulis

I have a custom ticket status in use.  Is it possible to create a timestamp for this custom status and then report on it?Ultimately, I am looking for something like [CustomStatus - Timestamp] - [Ticket Created - Timestamp] to get a duration value.  For one of my SLA reports, if the time between creation and this status is < 5 minutes, the ticket does not need to be included.  

Not sure if this has progressed or if you are still looking for beta testers but I would be willing to test this.  Having to review tickets to ensure the org record is correct is a needlessly time-consuming function but it has to be done for QC and ensuring statistics are correct.

Is there a way to create a ticket form condition based off of an organizational value?  For example, we have a field called state in the org record.  I want to create a form condition that says if the value is TX on the org record, then show these additional form fields. 

OR..is there a way to create a custom field value called state on the form (probably needs to be named different) that gets set based on the org record value?  If so, then creating a condition to show additional fields if the value on the form is TX (as an example). 

I looked at lookup relationship but I don't want to have the users have to look it up; I just want it to populate automatically.  

TIA

Awesome!  Thank you so much for the quick assist.  

I am trying to create a report that can be run on Mondays to show all tickets created the previous Saturday and Sunday.  Is there a way to create a custom date filter that I can just select from the list to provide the this or is it possible to set a custom filter of (Today - 2 days) to (Today - 1 day) rather than having to manually select the date range?

What will trigger the need for you to merge an org? 

• When there are two orgs with slightly different names but each have ticket history associated to them.  If they are in a closed status there is nothing you can do.  

How often do you encounter the need to merge organizations?

• We encounter a need as we find issues.  We have had Zendesk for a few years and onboarded a lot of customers.  So initially there are going to be several but going forward, it would be a way to keep the database healthy.  

How do you currently merge Organizations in the absence of the Organization Merge feature?

• If there is no history on one, we can manually update/combine information and keep one and delete the other.  Otherwise, if both have history, we have to retain both and update the org name for one record to indicate 'Do Not Use'.  

What challenges do you face when trying to merge an org? 

• Ticket history needs to be associated to 'keep' org record.
• Does information on each need to be merged or update?  Which information should be retained vs. overwritten?  Example - contact person for org.  

When dealing with multiple issues simultaneously, it is easier to remember the issue (ticket title), not the person.  Trying to have to correlate a name to an issue slows down our workflow.  I would definitely like to see this changed or at the very least, let us decide if we (organization) would like to see the name versus the ticket title.  

I am looking for a way to build a view that shows tickets where I am the cc on (versus the assignee of).  Is there any way to do this or has anyone come up with a workaround for this?

Thanks Dan!  

Is there a way to search on an org field?  I need to validate if the region/state field is populated on all org records as I have triggers enabled based on the value of this field.  I just need to validate that there are none that are blank.