Zaffar Sayed

Hello,
 

I’m trying to create a custom attribute to capture tickets created in the week before the last (i.e., two weeks ago). Could someone please assist me with the formula for this?

Hi Zendeskers,
 

I am stuck with creating a calculated metric and attribute to identify which SLA metric was breached (either 1st, 2nd, or later). I have my SLA breached data, but I want to figure out how to display this information in Explore, showing which specific SLA was breached if a breach occurred. How can I achieve this?

Gorka Cardona-Lauridsen 

I have two questions for editing theme locally, it would be really appreciated if you can address these questions.

1. Does Zendesk have a library of all editable assets outside of CSS and Java Script?
2. Does Zendesk list out what attributes within Zendesk are editable from CSS and Java Script separate from the editable assets?

Hello @...,

I wanted to confirm about Missed call legs.

In ZendeskTalk > Dashboard > Agent Activity Tab
There are call details and I want to know about missed call legs.

Are these call missed when agent is online or offline.? 

Chad Susa (Gravity CX - Zendesk Partner) 

I am trying to add image in Send message section. i added JPG to google drive and it is accessible to anyone with the link still while adding that Image it shows an error.



How to add image can you please suggest.

Chad Susa (Gravity CX - Zendesk Partner) 

Thank you for the response. It is helpful.

Dane 

I am working on Messaging, Bot and Automation. I want to add custom field for my bot, can you please suggest a way to add these custom field for the Bot. I have created custom field and enabled it for end user. However, I can't see those in my custom field of Bot.

Is there a different way to add custom fields for Bot and automation?. I have searched a lot through the documentation and community but did not get a satisfactory answer.

I am simplifying my requirement, I am moving to Bot and Automation and testing bots for messaging. 

Under Admin Centre > Channel > Messaging > Edit Bot > Under responses you get this section as shown in the image.

 

I have created custom field for Number and other details however and I can't find it under the customer details dropdown. There are only 2 predefined sections here Name and Email. Is there a way to add more fields. Please suggest.

 

I created custom field to collect contact number from customer but I can't see that field while creating bot (messaging). Please suggest.

I want to create a Bot, but having trouble in viewing the field.

I have followed the steps shown above and created my custom field, I am using Enterprise version.

Hey can anyone help with trigger for automatically assigning tickets to agent in a view while in Play mode Guided mode enable, Thank you.

Noly Maron Unson 

I have problem setting Zendesk Play Mode in our View.
We are using Enterprise version and we are looking to implement Zendesk play in 1 of our view for testing its functionality.

We want to implement Zendesk Play for a specific view with 3 agents working inside this view and we want them to get ticket assigned automatically once they click on play button, Guided mode is enabled. 

If you can share some some steps how this can be done.

Thank you.