Jacob J Christensen
I'm the administrator of Zendesk at TOP-TOY, a major toy retail company in the Nordics. We use Zendesk (and Zopim) primarily for customer service, but also as an internal knowledge centre for store-to-HQ communication (via Web widget & HC).
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Jacob J Christensen hat einen Kommentar hinterlassen
Good and important point right there 👆 about the difference between counting Calendar and Business Hours.
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Jacob J Christensen hat einen Kommentar hinterlassen
Hi Uriel, Sure, you can clone your current automation and make a change to the number of hours since updated and the message sent. Let me know if you need more details.
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Jacob J Christensen hat einen Kommentar hinterlassen
Hi Nir, The logic is that each filter added to a report deals with the data left over from the previous filtering - from top to bottom, and if you change the order of your filters you could get dif...
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Jacob J Christensen hat einen Kommentar hinterlassen
Hi Uriel, If you have set up Business Hours to fit your agents' schedule and applied it to your tickets, you should be able to use that as a condition for your automation: I think that will work ...
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Jacob J Christensen hat einen Kommentar hinterlassen
Hi Nicole, I'm not sure if multi-select fields are supported as placeholders, I'm curious if the one for custom drop-down fields will work - have you tried that? {{ticket.ticket_field_option_title_...
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Jacob J Christensen hat einen Kommentar hinterlassen
Hi Janiece, so glad you found this helpful! That seems like a good idea if you want all the details in the Slack notification, but as you say it could also get quite long. Did you try to enable the...
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Jacob J Christensen hat einen Kommentar hinterlassen
Hi Belinda, For adding text to your footer I would recommend using Dynamic Content as detailed in this article. The footer code you mention should work. A possible reason why you aren't seeing it i...
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Jacob J Christensen hat einen Kommentar hinterlassen
Hi Eric, I just did a test where I created an alternate article template with the sidebar part commented me out, like so: {{!--<div class="article-container" id="article-container...
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Jacob J Christensen hat einen Kommentar hinterlassen
Glad you made it work!
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Jacob J Christensen hat einen Kommentar hinterlassen
Hi there Fabio! I believe you should be able to use chat placeholders with triggers, but not with shortcuts. Hi @visitor_name, welcome back! What's the weather like today in @visitor_country_name? ...