Zendesk automation/integration notifier

I have so far been unsuccessful at trying to remove sorting. I accidentally selected a metric, because it makes it look like you're supposed to pick one. But I didn't want to sort on a metric, I only wanted to sort on an attribute. But now I'm stuck with both a metric and an attribute selected, and can't deselect the metric. 

This UI is riddled with problems. Explore has sucked up an absurd amount of my 2021. So far my experience with Explore is by far the worst I've had with any Zendesk product, and one of the worst SaaS products I've ever used.

The lack of this is causing us lots of frustration and wasted work. 

I'm having a similar issue to Jon – my average hourly counts are too high. 

I think the problem with the metric @... mentioned is that it doesn't account for zeros. For example, if I want to know the average number of tickets submitted at 1am last week, and the data looks like this:
M: 0
T: 0
W: 1
T: 0
F: 0
Sa: 0
Su: 0

The true average is 1/7, or .14, but the default "daily average" metric will tell me the average is 1,  because the ticket count is 1, and the count of values for created date is also 1, because there is only one ticket with a. value to count. The denominator needs to include the dates that have no tickets, but it doesn't. I don't know how to create a metric that includes the days with no data. It seems like a pretty simple ask. I need help.

Craig, did you ever find a solution to this? We have the exact same need, and I'm pretty surprised there isn't something out there. 

The new CCs and Followers feature is great, but has one major downside: when a ticket is reopened because a CC'd end-user replies, that update does not reset the "next reply time" SLA clock. 

With the new feature, if a CC hits "reply" instead of "reply all" (so not including the requester), that reply becomes a private comment. See this article. 

The problem is, we order our queue by the "next SLA breach," based on the "next reply time" SLA. This is what we use to approximate a "first in, first out" workflow (which Zendesk doesn't support natively). But now, tickets reopened by a private comment from a CC get no SLA time. This means they get stuck at the bottom of our queue. 

When a customer gets an SLA guarantee, they don't have the expectation that it only applies when the initial requester of the ticket is the one doing the replying. Customers frequently collaborate on tickets with colleagues, or even themselves at different email addresses. Regardless of who replies, they should get the SLA.

My improvement request is that the SLA clock should start any time any end-user replies to a ticket, regardless of if they're the requester or not. 

This would be really useful for us too. We're trying to prioritize first replies, but we can't distinguish new tickets from ongoing ones once they've been assigned to agents. 

The lack of decent code block options is a major disappointment for my team as well. We need to be able to share code snippets to our advanced users, and more frequently in our internal guides. 

Messing around with the source code editor has been very difficult with no line numbering, tabbing, etc. I try to stay out of there whenever possible. But for now, I'll just need to settle for using

 I think.