Aaron Peace

Thanks, Zsa Trias, that appears to have worked. I expected it could be simplified like that somehow.

Is there a way to exclude a tag? we need to compare all tickets with a tag true vs false

my code below has a syntax error

IF (CONTAINS([Ticket tags], "billableticket")) THEN "Billable"
ELIF (CONTAINS([Ticket tags], "billableticket"))IS FALSE THEN "Non-Billable"
ENDIF

I have tried to move the FALSE parameter around but i cant get it to work. There does not seem to be a NOTCONTAIN or EXCLUDES perameter.

HELP:
We need to be able to report on agent time activity across any/all Tickets per day/week/month but the metrics don't seem to work unless a Ticket has been closed. Can you provide a report recipe for this?

example:

Rows= Days of the week (mon, Tues, Weds, Thurs, Fri) (alternatively day/week/month)

Columns= Agents

Data= accumulated total time logged across any/all tickets per day whether the ticket is still open or closed

-------------------------------------------------------------------------------------------------------------------------

UPDATE: I have managed to work out how to report on day/week but the data shown is still incorrect. Is this because some tickets are still open? How can I report on time logged on open Tickets too?

It looks like there is an important section of this article missing.

Quote:

An admin can require 2-factor authentication for all agents and administrators, but the admin can't set it up for them. You'll need to set it up the next time you sign in, as described in Enabling 2-factor authentication below. Even if it's not a requirement, you can still set up 2-factor authentication for your own use.

If you are wanting to force all ZenDesk Agents to set up 2FA when they next log in, the ability to do so is referenced but never elaborated on. Please, find the option following the path below: 

Admin Center > Security: Advanced > Authentication > Require two-factor authentication (2FA): Require all team members to use 2FA when they sign in to Zendesk.

I believe there is a separate article that again goes unreferenced here:
https://support.zendesk.com/hc/en-us/articles/4408826974874

I have discovered this issue after attempting to tidy up our duplicate users who may email from different email addresses. I now find that the system then ignores the from email and just replies back to the primary email with no way of CCing in the secondary emails from a customer profile. this means the customer may be expecting a reply to account B but the reply comes to account A.

the email trail needs to remain intact with the exact email address they sent the request from. without this, the secondary email feature is utterly useless. Our clients do not use the ZenDesk portal, only email.

utterly useless feature, and apparently no way to reverse all the merging i have done or easy way to split a customer.

it's things like this that really put me off of products and I already have a list of things i hate about ZenDesk, I would not recommend to a friend!

fix this, it's stupid!