Jeremy Flanagan

1. Guide
2. ...
3. Working with Answer Bot (Guide add-on)
4. Best Practices: Preparing to use Answer Bot

+1 We'd love the ability to suggest articles to answer bot in the ticket. Perhaps this could be woven into Knowledge Capture?

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• Jeremy Flanagan
• Erstellt 3. August 2017 16:40
• 3 Stimmen

1. Guide
2. ...
3. Working with knowledge base content
4. Images in emails sent from Help Center subscriptions are broken

+1 I tested to see if it was related to image file extensions (jpg v. png) or user segmentation and content restriction, but no consistency. I got images for one out of 10 articles I tested. This w...

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• Jeremy Flanagan
• Erstellt 26. Juni 2017 20:29
• 0 Stimmen

1. Guide
2. ...
3. Working with Answer Bot (Guide add-on)
4. Best Practices: Preparing to use Answer Bot

How can we use article labels to segment what gets sent to users via Answer Bot? Scenario: We restrict Guide Content through Organizations and tags (based on user field values), and are worried tha...

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• Jeremy Flanagan
• Erstellt 31. Mai 2017 23:39
• 0 Stimmen

1. Community
2. Zendesk on Zendesk
3. Community discussion: How do you assign tickets?

We use a combination of tagging from our internal base through API and triggers to route to the appropriate groups. The trigger order goes from most specific to most general to ensure that sensitiv...

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• Jeremy Flanagan
• Erstellt 26. April 2017 21:58
• 1 Stimme

1. Community
2. Feedback on Support
3. [Closed for comments] Add or Edit Tags on Closed tickets

@Heather R +1 We see this all the time with out custom field for categorizing the reason for the inquiry. It's frustrating to create reports that use tag instead of custom field to make sure the hi...

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• Jeremy Flanagan
• Erstellt 17. März 2017 18:26
• 1 Stimme

1. Support
2. ...
3. Channels
4. Setting up your Twitter channel

Has this flow changed at all? I have 3 twitter accounts in ZD and am unable to find where to change one to primary.  Thanks!

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• Jeremy Flanagan
• Erstellt 13. Februar 2017 20:48
• 0 Stimmen

1. Support
2. ...
3. Email
4. Forwarding your incoming support email to Zendesk using Gmail or G Suite

We use this feature all the time, but up until now, it's only been company sanctioned aliases, through our corporate google account. One of our teams has created a user facing alias as a personal g...

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• Jeremy Flanagan
• Erstellt 7. Februar 2017 22:06
• 2 Stimmen

1. Community
2. Support Q&A
3. CSAT Flow Conundrum

We had something like in place, but the issue was that it seemed unfair for a follow up agent to not get credit for a good rating if the initial agent generated the bad one.    Either we allow reas...

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• Jeremy Flanagan
• Erstellt 9. Januar 2017 22:32
• 0 Stimmen

1. Community
2. Support Q&A
3. CSAT Flow Conundrum

Agreed that what you're suggesting with our numbers is not really sustainable. Admittedly I'm annoyed that there isn't a standard solution to CSAT, even though it's a supported feature, but nonethe...

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• Jeremy Flanagan
• Erstellt 9. Januar 2017 03:40
• 0 Stimmen