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Sara Pearson

Entrou em 07 de dez. de 2021

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Última atividade em 23 de ago. de 2023

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Atividade mais recente por Sara Pearson

Sara Pearson criou uma publicação,

Publicação Q&A - Reporting and analytics

We need a report that will tell us the last update provided by the assignee of the ticket.  Ideally a bar graph that we can group together e.g. 1-5 days since last update by assignee. I dont see any way to report on this right now in Explore.

Publicado 23 de ago. de 2023 · Sara Pearson

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Sara Pearson comentou,

Comentário na comunidade Developer - Zendesk APIs

Exibir comentário · Publicado 09 de mai. de 2023 · Sara Pearson

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Sara Pearson criou uma publicação,

Publicação Developer - Zendesk APIs

Hello,

We are trying to extract all tickets from our Zendesk instance and send to another ticketing platform. I understand that this probably has to be done using the API but I cannot find anything specifically to give to our developer due to the range of things we need from the tickets.

Things we need extracted from the tickets:
Subject
Requester info (name, email, org., requester type)
Assignee
Form
ALL ticket comments (internal, external, call logs)
Ticket events 
Attachments
Category and sub-category
Type
Jira ticket #
2-3 Custom fields

If someone could just point me in the right direction in the documentation please, I would greatly appreciate it.

Thanks.

Editado 09 de mai. de 2023 · Sara Pearson

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Sara Pearson comentou,

ComentárioExplore recipes

@... Yes, I followed the instructions exactly. Thanks!

Exibir comentário · Publicado 08 de set. de 2022 · Sara Pearson

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Sara Pearson comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

@... Is there any update on this? You mentioned over 2 years ago that feedback was being passed on. Thanks!

Exibir comentário · Publicado 07 de set. de 2022 · Sara Pearson

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Sara Pearson comentou,

ComentárioExplore recipes

Eric Gao This report doesnt work. I followed the instructions exactly and I get this error, but I know for a fact there are follow-up tickets..

Exibir comentário · Publicado 07 de set. de 2022 · Sara Pearson

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Sara Pearson criou uma publicação,

Publicação Q&A - Reporting and analytics

I am trying to create a report that shows time between a new ticket created to resolution (solved) for a specific group of people and categories.

I want to calculate this time up to ticket status Solved and exclude time between Solved and Closed as we have a 30-day window between Solved and Closed, causing the numbers to be highly inflated.

Is there a way to do this?




Publicado 25 de jul. de 2022 · Sara Pearson

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Sara Pearson comentou,

ComentárioWorking with articles in the knowledge base

Does the link have to be a direct file link? 

Exibir comentário · Publicado 28 de jun. de 2022 · Sara Pearson

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Sara Pearson criou uma publicação,

Publicação Q&A - AI and automation

We currently have our Level 1 agents assign specific types of tickets to a Level 2 group, and then agents from that specific group are expected to assign the ticket to themselves. 

I am looking for a way to run a trigger if a ticket has been assigned to a Level 2 group but not picked up by a specific Level 2 agent for more than a certain period of time.

 

Publicado 23 de jun. de 2022 · Sara Pearson

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Sara Pearson comentou,

Comentário na comunidade Feedback - Help Center (Guide)

Has this been done? It still says planned expected plan to release was before the end of 2021

Katarzyna Karpinska

Exibir comentário · Publicado 17 de jun. de 2022 · Sara Pearson

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