Gentry Geissler

Hi all! 

I checked with a couple of those on our Product team and they've stated they have attachment control on the roadmap for development. However, it's not something that I can give an exact ETA for, unfortunately.

Security is very important to Zendesk, and I personally think this will also be a great feature to be added when it gets here!

Alexandra, you mentioned also wanting to remove attachments that have been added to a ticket, and that gave me a thought. If you haven't heard of this before, our Ticket Redaction App allows for removal of attachments once they've hit your account. If you have any further GDPR questions make sure you contact privacy@zendesk.com!

I hope that helps.

Hi Chen,

Thanks for your question! Can you clarify you were looking for a query that showed both AVG and MED tickets created per hour? If so I made a metric using Totals Result Manipulations to show both Median and Average:

Metric: Count(Tickets), Columns: Ticket created - Day of week, Rows: Ticket created - Hour.

Under result manipulation > Totals > Advanced > Add New Total (Attribute:All Columns, Aggregator: AVG) > Add New Total (Attribute:All Columns, Aggregator: MED).

Hopefully I got the right idea here, but please let us know if you have any other questions!

Hi Jason,

Thanks for that question! It looks like you'll need to use custom metrics under the Ticket Updates dataset to get that data. Basically, we're looking for the satisfaction field value to change from something to good or bad. There are some caveats if ratings changed a lot on the same ticket, because it could potentially return more than one entry per ticket if a user changed their mind on satisfaction. See the screenshot below.

I hope that helps!

Hi Uriel,

I think I may have the recipe you need! Take a look at our document on Reporting on Full Resolution Time

I hope that helps.