Ofer Rozen

Having the option for end users read only access, i.e ability to login to Zendesk Portal, but not open support tickets, is extremely important for us. I ask that this option be added to Zendesk

Our admin center is defined that end users need to be defined in order to have access to Zendesk. Is it possible to define certain end users to have access to Zendesk Portal only (i.e Documentation, videos, etc..) without the option to open a support ticket?

Thanks for this Pedro. I did want to display the tickets per customer organization , not specific requestor, and your suggestion was what I was looking for. Thanks a lot.

I created a report that shows number of tickets created per customer in previous month.

The idea is to show the customers who opened to most tickets, however I need to manually select the customers in the requester organization name, which means I need to know in advance who are the customers I want to display. 

Is there a way to create the report that automatically shows the customers that opened the most tickets (and the number of tickets). For example the 5 customers that opened the most tickets?

Hello, 

I created a report of created and solved tickets since January of a specific customer and added a total (sum) of both metrics. The chart currently shows that bars with all created and solved in the last months but I just want to show to the results of the total created and solved. How to do I just show the total results?

The user registration email is valid for 24 hours.

Is it possible to extend the email validity period? If so, how?

Hi Jacob, 

I created per your recommendation ( see screenshot) and the tests were successful. 

Thank you for your help.

Hi Jacob, 

I'm not sure I understand the comment "Any tickets that already have a priority set" will not be changed. I did a test and a ticket that opened with normal priority using the trigger I was able to change its priority to high.

Can you clarify what you meant?

Thanks Jacob.

So the trigger is:

Condition: Ticker is created

Action: Priority is normal

This means that a ticket will always be created with Priority normal, and so the normal SLA counter will apply.

But what if the issue for which the ticket has been created is of higher (or lower) severity?

We wanted our end users to open tickets by sending an email. Of course with an email the user does not have a "priority" field as exists in a form. The agent receiving this ticket would then define a priority, and the SLA policies will start to kick in.

When the SLA counter didn't work, I contacted support , and was very disappointed to hear that if an agent fills in the priority in the received ticket, the SLA will not work. For SLAs to work the user must fill the ticket priority which basically means this forces us to have our end users open tickets through a Zendesk form and leaves out the email option. I really wish Zendesk will change that , SLAs should work when an agent fills in the priority himself.

Has anyone encountered this problem as well?