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bill cicchetti

已加入2021年4月15日

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最后活动2025年2月04日

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bill cicchetti 进行了评论,

评论Jira integration

查看评论 · 已于 2025年2月04日 发布 · bill cicchetti

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评论Building reports

Rena Towles : One thing to keep in mind with reporting on users and/or orgs.  If the user never submitted or requested a ticket they will NOT show on the report.  Its been a sore spot for me since we started using ZD in 2015.  Upper mgmt wants a report with all the orgs paid modules (set via check boxes on the org form) but if they org has not opened a ticket it wont show.  Very frustrating and hard to explain to mgmt.    

I would maybe start with just:

 

and then try to add aggregates/filters as you go to see how granular you can make the report.

查看评论 · 已于 2025年1月13日 发布 · bill cicchetti

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评论Building reports

Rena Towles Could you provide screenshots of the report metrics and attributes? It would be helpful to see how you are creating the report

查看评论 · 已于 2025年1月10日 发布 · bill cicchetti

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评论Building reports

In the filter options is there a date restriction?   If so check that since ZD auto-inserts a date range filter (of I think 30 days) in many reports

查看评论 · 已于 2025年1月06日 发布 · bill cicchetti

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社区评论 Feedback - Ticketing system (Support)

We have a few department-specific instances of Zendesk and not being able to set up the integration across multiple instances really hasn't been welcomed by open arms to say the least.

查看评论 · 已于 2024年11月25日 发布 · bill cicchetti

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评论Creating dashboards

I know there is a limit of 10 tabs per dashboard when using the migration tool.  Is there a limit of 10 tabs in the new dashboards?

查看评论 · 已于 2024年11月14日 发布 · bill cicchetti

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评论Global security and user access

Our support team is also still seeing this message

查看评论 · 已于 2024年10月25日 发布 · bill cicchetti

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评论Team members and groups

Is there a reason Light Agents cannot expand the list of CC'd users on a ticket?  If there are more CC'd users than what fits on the screen the “+ <#> more” option is not available.  This isn't a case of a  Light agent trying to update a ticket, only to see who is CC's on the ticket.

查看评论 · 已于 2024年10月07日 发布 · bill cicchetti

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社区评论 Feedback - Reporting and analytics (Explore)

Has this been put on the roadmap?  Reviewed? 

We lost this reporting capability when we moved from Insights to Explore.  This information is vital for holding agents accountable and for managers to take proactive measures for stale tickets. Upper management is getting very frustrated with this lack of reporting capability.

查看评论 · 已于 2024年9月26日 发布 · bill cicchetti

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评论Ticket management

Interested to know if changing the priority of a ticket affects the SLA stats

查看评论 · 已于 2024年9月24日 发布 · bill cicchetti

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