Catch-all

The Goal One of the first things you might notice when transitioning from Insights to Explore is how the data is divided into so-called datasets containing different data. In this example, I am going to show you how to define what dataset to select using the "Daily ticket activity for the last 30 days" report from Insights as an example. The datasets in Explore are divided by product. As this tip is about a Support report, that is what I will be focusing on. For more information about datasets for other products, check out the links at the bottom. Prerequisites Zendesk Explore Professional Choosing the right dataset Before starting the migration of a report from Insights to Explore, it is important to determine what dataset the report should be created in as you would have to start from scratch if you select the wrong one. Zendesk Support data is divided into four different datasets: Tickets

Hi, We get tickets where user sends email to multiple support address but that creates ticket only for one group. Is there a way where an email if sent to multiple support addresses should create duplicate tickets for all the groups? I found a link where someone has raised the same question but it is still unanswered. https://support.zendesk.com/hc/en-us/community/posts/360033621374-Multiple-Tickets-from-Email-with-Multiple-Support-Addresses?page=1#community_comment_360010162114 Thanks, Toa

I recently come across an issue with Zendesk Support product. When DELETE button (keyCode 46) is pressed on the empty line (CRLF) during ticket note editing, a scroll event is emitted and the view goes to the bottom of the internal note.  Steps to reproduce: 1. Open a support ticket and fill in the note with text having empty lines long enough to have a scroll bar 2. Place the caret on the blank line and press DELETE As a result, a scroll event is emitted and the view goes to the bottom of the note. However, the cursor caret stays where it was.  I took some time to debug the issue and the execution flow was done in the foll

Hello, I use Chat v2 SDK for Android, because I need a feature attach file pdf, but when enter the chat activity, I get an error like this : Stack trace: java.lang.NoSuchMethodError: No direct method <init>(Ljava/lang/String;Ljava/lang/Boolean;Lzendesk/messaging/AttachmentSettings;)V in class Lzendesk/messaging/Update$State$UpdateInputFieldState; or its super classes (declaration of 'zendesk.messaging.Update$State$UpdateInputFieldState' appears in /data/app/com.myapp.android-1/base.apk:classes5.dex)at zendesk.chat.TextField.getInputFieldState(TextField.java:111)at zendesk.chat.Form.getNextInputFieldState(Form.java:117)at zendesk.chat.ChatFormDriver.updateWithMessagingItems(ChatFormDriver.java:237)at zendesk.chat.ChatFormDriver.next(ChatFormDriver.java:213)at zendesk.chat.ChatFormDriver.drivePreChatFor

I am creating tickets using  this. While in most of the cases, the requester column is filled by `request.requester.name` or `request.requester.email`, but in some zendesk integrations requester details are filled with agent (one who gives oauth access).Could someone please point out the possible reason for this issue?

Happy Friday all,  Now that I've got your attention :) (sorry) , it would be quite interesting and useful if we could share one or two our most favorite features in Explore. I'm just thinking there potentially might be useful functionality/features that not everyone is aware of.  Mine are: 1. Dashboards Excel export(although there is a minor issue with it atm)  2. Dashboards Bookmarks - saved us tons of time   

It was suggested that I add here a use case for the option to create combine datasets from the default options.  Here is what I was looking for:  Is there a recipe for comparing satisfaction scores to achieved/breached SLA tickets? In other words, are the CSAT scores different for tickets that achieved vs breached their SLA (first reply time in business hours)? 

Hello, So, I've set up my triggers in Zendesk to automatically set groups for certain tickets, and in some cases, assign tickets to particular Agents, depending on skill. I have also installed the Out of Office App, to allow agents/admins to set themselves as unavailable when necessary. Using the out of office app in triggers, will prevent tickets being assigned to the agent who is out of office. However, I have backup agents and I cannot get these triggers to work correctly for me and I'm hoping the Zendesk community can help me with this. So, for "Group A", I have Agent 1, Agent 2 and Agent 3 who can deal with the ticket. The trigger is set to auto assign to Agent 1. When Agent 1 is unavailable, the trigger will not fire but it won't fire to assign the ticket to Agent 2, or if Agent 2 is unavailable, to Agent 3.  I have watched the tutorial on triggers, and I have utilised this to successfully set up my first round of triggers, but I cannot get the

I'm looking to create report(s) that calculates the total number of days since an update has been made to individual tickets.  One report will be generic ie  Time since ANY update was done. Id like to be able also have report calculating the amt of time since the assignee update the ticket with a comment and last time the requester updated the ticket. For the first report (any update) I tried creating a custom metric DATE_DIFF(TODAY(),[Ticket updated - Timestamp],"nb_of_days")  and used SUM. The values returned were not accurate: Oddly enough if I used AVG with the metric (instead of SUM) I received accurate values. Which doesn't make sense   Any ideas?

I have an assigned agent and the metric is Reopens. Some tickets are reopened and then reassigned to another agent, to which agent will this metric fall to? Agent A solves ticket. It reopens. Agent B picks up ticket. It will not reopen. Whom will get the metric Reopen ticket?

Hi there, Whilst working on Explore > Queries > Dashboard, I find that Zendesk is not able to produce a Tile in the dashboard that shows multiple stats (queries), for example : The 90 is 'To date' and 34 is 'Created last month' stats with its % and OR more stats to show comparative stats.The way the data population and manipulation is advancing, I think this should be introduced and include in Zendesk as a new feature.Hope to see this in the future. Happy Zendesking.

I was creating a report which returns the number of created tickets for a specific month by using the predefined metric "Tickets Created"(Zendesk: Ticket Updates dataset). However,  the returned total count is incorrect.  Upon further checking, I've noticed that there are tickets which never had a NULL status (Status' Previous Value = NULL; Basis of the predefined metric). Attaching a screenshot below for reference. I appreciate any inputs on this concern. EDIT: There is a bug wherein the previous value is not stored in its corresponding "Changes - Field Name" (Status for this case)

Hello,   I'm trying to use the "Incremental Export" feature of the Talk API. We're already using it for the Support API and it works great !    In the documentation, it is said that the authentication is similar to Support, the user i'm trying to authenticate with has access to the tool in the Agent Dashboard. What am I doing wrong ?   Thanks in advance for your help,

Buenos días, He conseguido cambiar la tipografía y color del texto en las respuestas de los tickets siguiendo uno de los manuales de la comunidad, pero si respondo el ticket con una macro esta no cambia al formato y mantiene una predeterminada. ¿Cómo puedo cambiar para que se cambie el formato igual que en la plantilla de correo HTML?   Muchas gracias

Hello, I would like that as soon as a ticket status changes from e.g. "solved" to "closed", a follow up ticket is automatically created. I have already tried to work here with emails that are sent to the employee as soon as the ticket status changes, so that this email is then automatically forwarded to the Zendesk Support email address, but this does not create a new ticket. It seems that the generation of the ticket is then blocked. Can you help me please? Thanks a lot in advance!  

When i typing message, cursor jumping to start of sentence when i use word with hook over the letter. For Example word "ň"  Using Safari Chrome is ok.  Any help?

"Was this article helpful" - Is there a report to show which articles were most helpful? I want to be able to use this to promote articles that have been the most helpful and make them visible  on our customer facing KB.  Similar to FAQ but using the 'helpful' option and listening to the customer.   

Hey All,       I was wondering if there is a way to see the headers of the email sent out by Side Conversations. We are having some issues where side conversations are not being delivered. Some of these are for obvious reasons, but some of them have no apparent reason. This issue is exacerbated by the fact that there are no bounce backs in Side Conversations if a message is not deliverable. This leaves my agents in a state of flux, not knowing if the email has been delivered. If I could get the headers, then maybe I could come up with  a workaround to help my agents have a better understanding of their side conversations.   Thanks,        Jason

I have a Zendesk app, where the HTML basically is just a div around an IFrame. My problem is that events like click and scroll seemingly randomly are being captured by the iframe container and not the contents. Of course this means that when you click something on the app, the iframe contents don't receive the click, so nothing happens. It happens pretty infrequently, and nothing I am doing seems to be triggering it, and then it stops seemingly randomly as well. Sometimes it happens when the app is "doing stuff", sometimes when the code is totally idle. I have no way to consistently reproduce other than just refreshing my app like 15 times. I have tried to reproduce this outside of Zendesk by just creating a standalone app with an iframe containing my apps iframe, to see if it's just something weird with nested iframes and everything works fine. The issue seems to only happen in Zendesk. The issue also only seems to happen in cromium based browsers(edge, chrome), or at least