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  • Friday, July 16, 2021 11:00 AM | Scott Tran (Administrator)

    Hi all!


    Read our next weekly overview of the most interesting questions and answers from our #zendesk Slack channel (June 28 - July 4). 

    Hi! Do you happen to know how search results are currently ranked in help center?

    Have you seen this – About Help Center end user search? https://support.zendesk.com/hc/en-us/articles/211317328-About-Help-Center-end-user-search

     - Dave Dyson, Sr. Customer Service Evangelist at Zendesk


    If I have multiple brands within my zendesk instance and I am attempting to create the submit a ticket flow for the second brand, is there a specific place that shows the different ticket forms for each brand?

    Working on something similar now. You’d need to build a separate help center for each brand/form. Otherwise, you’d need to build the form somewhere else and connect it using Zendesk’s API. For example, you can build the form in WordPress and use their integration to send the results directly to Zendesk Support.

     - Hosam Hassan, Certified Zendesk Expert & SupportOps Consultant


    Does anyone have a good resource about advanced searches for tickets? What syntax is accepted? I'm not able to find much that's helpful when searching their help docs. .. I have yet to discern how I can search for two non-consecutive words, e.g., "hamburger" and "fries".

    If you include two or more terms when you search, the default behavior is AND -- so if you entered hambuger fries, you'd get results that include both hamburger and fries, in any order and not having to be sequential.On the other hand, entering "hamburger fries" (including the quotes) would only return results that contain the phrase hamburger fries.

     - Dave Dyson, Sr. Customer Service Evangelist at Zendesk

  • Wednesday, June 16, 2021 11:25 AM | Scott Tran (Administrator)

    This post provides a weekly overview of the most interesting questions and answers from our #zendesk Slack channel (May 31 - June 6). 

    Does Talk have a "listen in" feature so that I can have my new agent listen to live calls while he's doing some training?

    It does! you have to access it from the admin interface though. https://support.zendesk.com/hc/en-us/articles/115003934787-Monitoring-calls-with-the-Live-calls-dashboard

    – Roxanne Gordon, CS/CX @ Desktop Metal


    Is it possible to make a View with conditions from organisation fields other than ticket fields?

    Hi Jay, there isn’t. You can build a trigger that tags any ticket with a specific value and then create views based on tags.

    –  Hosam Hassan, Certified Zendesk Expert & SupportOps Consultant

    Yeah, View conditions can’t use org data directly, but triggers can, so you can apply ticket tags or change ticket fields or whatever via a trigger, based on org data/conditions. For some drop-down or multi-select org fields, we have identical ticket fields (the option values/tags do need to be different, FYI) that get set with triggers to always match the org field’s value(s).

    – Josh Keller, Sr. TechOps Manager, Customer Ops @ Udemy

    you could also have the Org field set a tag, which then gets inherited to the ticket, i think

    – Jacob Lee,  Support Engineering Manager @ Humio


    I have a question about Zendesk Explore. Is it possible to report on Next Reply Time? I know Explore has a default metric called “Requester Wait Time” but it is not what I’m looking for as it includes the time the ticket was in Open, New and On-Hold statuses.

    Yes, the best way to get it is to use SLAs. I would suggest to set them up just for collecting analytics and without requiring by agents to follow them.You need to use SLA metric completion time metric and filter it by SLA metric=Next Reply Time. Business hours not available here. 

    Another non-ideal workaround (when SLA dataset is not available) would be to calculate it via Requester Wait Time / Agent Replies. It gives you an average but not exact NRT too.

    – Andrei Kamarouski, Zendesk Expert & Pythia AI CEO


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