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John DiGregorio

Entrou em 08 de mar. de 2022

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Última atividade em 25 de jun. de 2023

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John DiGregorio comentou,

Comentário na comunidade Feedback - Reporting and analytics (Explore)

@bctsupport did you ever get publishing the reports to the community to work?   I have been wanting to do this but can't find a quick or easy way to do it

Exibir comentário · Publicado 25 de jun. de 2023 · John DiGregorio

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John DiGregorio comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Has anyone found a marketplace app or written code to export tickets?   I really don't think creating a dashboard and scheduling it for every customer is the right approach.  There is currently a design flaw with dashboards that if you change an underlying report you need to refresh every dashboard that uses it.   Also, you can only scheduled dashboards on the enterprise plan which is a 50% uplift on maintenance, and creates it's own admistrative nightmare of adding users and removing users.  Although I think the ladder has been corrected with org tags.   I have used SalesForce and other products and this is core functionality on their community.   What would be nice is if you could chart the data as well.   

Exibir comentário · Publicado 16 de jun. de 2023 · John DiGregorio

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John DiGregorio comentou,

ComentárioUsing Built by Zendesk apps

Gabriel Manlapig I have been working with support for two weeks on the issue and they still can't tell me how to set the tag on Open Tickets.   It works fine for solved, on-hold and pending but won't update the Open tickets.   I have tried creating different triggers but the only time it works is if I edit the ticket - which I would like automated.

Exibir comentário · Publicado 30 de mai. de 2023 · John DiGregorio

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John DiGregorio comentou,

ComentárioPerforming calculations

Lea Møller Baun - add a filter for Last Updated

Exibir comentário · Publicado 24 de mai. de 2023 · John DiGregorio

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John DiGregorio comentou,

Comentário na comunidade Feedback - Apps and integrations (Platform)

@Binh Du did you ever figure out how to include open tickets

Exibir comentário · Publicado 18 de mai. de 2023 · John DiGregorio

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John DiGregorio comentou,

ComentárioUsing Built by Zendesk apps

How can I include open tickets?   Currently it only shows Pending and on Hold.  I want all statuses assisgned to the user to get the tag

 

Exibir comentário · Publicado 18 de mai. de 2023 · John DiGregorio

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John DiGregorio comentou,

ComentárioExplore recipes

Dane I have been using this report for a while now and noticed last week that I am off by a few records on numerous customers.   I have tweaked my report and found there have been 72 cases open that have 0 value for created.  The problem appears to have started in November and resolved itself in December.   Can you please help me understand what happened.  I looked at the history on the ticket and they all look fine.   Again, they show up fine on regular ticket reports but not the history report

 

Exibir comentário · Publicado 02 de mai. de 2023 · John DiGregorio

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John DiGregorio comentou,

Comentário na comunidade Q&A - Users, groups, and organizations

Is there any update for this?  I just added 15 fields only to find out it is showing the requestors organization and not the ticket organization.   Creating triggers only works when new or when the ticket is updated, which means it will also require automation.   So basically 30 to 40 hours worth of configuration.  This should be out of the box functionality - very disappointing

 

Exibir comentário · Publicado 25 de abr. de 2023 · John DiGregorio

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John DiGregorio comentou,

ComentárioTicket management

One of the issues with private tickets is if a person accidentally adds a public comment the ticket will show on the community.   To make things simple I created a new brand called "hidden ticket".  If the user doesn't have access to the brand they will never see the ticket.   To prevent them from getting emails, I updated all of my notifications to exclude this brand.  I hope this helps someone else

Exibir comentário · Publicado 18 de abr. de 2023 · John DiGregorio

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John DiGregorio comentou,

ComentárioEnd users and organizations

Liz W did you ever get an answer for this.   I have wasted 4 hours today trying to get this to work and can't.    It is frustrating that the name is required but then it goes on to say a unique_id can be used.   The only thing I have found with testing is if I have two accounts all with the same information on the csv except for the external id it will match the right one.   However, you can't have two companies in Zendesk with the same name so what good does it do

 

Exibir comentário · Publicado 17 de mar. de 2023 · John DiGregorio

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