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Jacob J Christensen

Currently Senior Platform & Automation Consultant at Jabra. I have worked as a Solution Consultant at Cloudhuset A/S, helping clients create the best possible customer experience with Zendesk. Previously I have worked as the administrator of the Zendesk account at TOP-TOY, a major toy retail company in the Nordics. We used Zendesk (and Zopim) primarily for Customer Service, but also as an internal knowledge center for store-to-HQ communication (via Web widget & HC).

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Neueste Aktivität von Jacob J Christensen
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    Jacob J Christensen hat einen Kommentar hinterlassen

    1. Support
    2. ...
    3. Channels
    4. Using the Google Play integration

    Hi Qin Peng, You can create a custom field, or simply add tags, and have a trigger for each star reverie add that field value (or tag). You can use a condition for the subject containing the star ...

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    Jacob J Christensen hat einen Kommentar hinterlassen

    1. Support
    2. ...
    3. Extending Zendesk Support
    4. Creating a webhook

    Thanks Jacquelyn. I get that the webhook specific logging is captured in the webhook activity logs, but since a trigger is firing on a ticket event, I would expect to see that action logged on said...

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    Jacob J Christensen hat einen Kommentar hinterlassen

    1. Support
    2. ...
    3. Extending Zendesk Support
    4. Creating a webhook

    Very exciting stuff! Testing this I was expecting to see an event in the ticket event log, for tickets where a trigger ran a webhook action, but it isn't. Is this deliberate?

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    Jacob J Christensen hat einen Kommentar hinterlassen

    1. Community
    2. Support Q&A
    3. Inquiry about Auto hyperlink on tickets

    Hi Judy, Sorry I missed your last reply. I don't believe that is possible. If you paste formatted text into the ticket composer, it will show with that formatting (including hyperlinks), even if ri...

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    Jacob J Christensen hat einen Kommentar hinterlassen

    1. Community
    2. Support Q&A
    3. Channel information in a ticket

    Hi Renaud, Zendesk natively records which channel a ticket is created from, however, it doesn't do it in a very granular way.  The Ticket Channel field can report on the following channels: You ma...

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    Jacob J Christensen hat einen Kommentar hinterlassen

    1. Community
    2. Support Q&A
    3. Data on Widget Usage

    Hi Laura, You are correct, "Ticket Channel" doesn't allow you to report as granularly as you may want, especially "Web" which contains both webform (Guide), ticket form (Support), and Web widget. T...

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    Jacob J Christensen hat einen Kommentar hinterlassen

    1. Community
    2. Explore Q&A
    3. Need Report for hour by brand per month/week?

    You would want to add a date based filter, either on the report, or you can add the report to a dashboard and add filters there. https://support.zendesk.com/hc/en-us/articles/360034902733-Best-prac...

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    Jacob J Christensen hat einen Kommentar hinterlassen

    1. Community
    2. Explore Q&A
    3. Need Report for hour by brand per month/week?

    Looks like the last thing you need is to select a table visualization. On the right-most side, you have a column chart icon at the top, click that and select the table visualization.

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    Jacob J Christensen hat einen Kommentar hinterlassen

    1. Community
    2. Explore Q&A
    3. Need Report for hour by brand per month/week?

    Great! You will need to define the metric you want https://support.zendesk.com/hc/en-us/articles/360022186134-Time-Tracking-app-metrics-you-need-to-be-measuring#ariaid-title7 You can find general ...

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    Jacob J Christensen hat einen Kommentar hinterlassen

    1. Community
    2. Support Q&A
    3. Inquiry about Auto hyperlink on tickets

    Hi Judy, I'm sorry, but you may need to reach out to support for complete clarity on this. An agent should be able to unlink any hyperlink in the editor, but the email client on the requesters' end...