Amie Brennan

1. Explore
2. ...
3. Building reports
4. Metrics and attributes for Zendesk Support

hey Rob Stack I think this guide needs to be updated to include the new AI attributes e.g Sentiment etc. :)

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• Amie Brennan
• Erstellt 29. November 2023 00:09
• 1 Stimme

1. Apps and integrations
2. Apps and integrations advice and troubleshooting
3. Does Zendesk Support integrate with Azure Active Directory SSO?

hey Zendesk Team,  Looks like all documentation on the Zendesk Side that references Microsoft Azure will need to be updated in light of Microsoft changing its name. This will also mean the ZD UI ne...

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• Amie Brennan
• Erstellt 22. November 2023 10:30
• 0 Stimmen

1. Community
2. Zendesk Suite Q&A
3. Outbound SMS during IVR journey?

Hey Jerry, Everything you described above is totally achiveable with Zendesk Talk. Effectivly when the customer calls your client's number and goes through their IVR - that IVR is just going to for...

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• Amie Brennan
• Erstellt 20. November 2023 12:46
• 0 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. Macro: Ability to Change Text Color/Highlight Color

+1 for this feature request.  The lack of this ability inside the WYSIWYG editor for macro creation (and other parts of Zendesk) means the WYSIWYG editor is not consistent across the entire Zendesk...

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• Amie Brennan
• Erstellt 20. November 2023 10:06
• 0 Stimmen

1. Community
2. Feedback - Voice (Talk)
3. Ability to see option pressed on an IVR

hey Rohan Gupta Is there any update on when the ability to report on IVR keypress will become available?  As a Zendesk Partner, I've got quite a few customers asking for this feature - without it, ...

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• Amie Brennan
• Erstellt 7. November 2023 23:37
• 0 Stimmen

1. Community
2. Zendesk Suite Q&A
3. Trigger

Hey Carmen,  You'd need to look at creating a trigger like the below: When the customer sends in the first request upon ticket creation, that would be classed as the first response. If the customer...

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• Amie Brennan
• Erstellt 29. Oktober 2023 05:49
• 0 Stimmen

1. Community
2. Zendesk Suite Q&A
3. Add a native functionality to add public comments on a parent ticket from side conversations

Hey Daria You can already do this. Check out the doc here: Creating side conversations Look for the subtitle: Adding ticket comments to a side conversation This should help you with what you're loo...

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• Amie Brennan
• Erstellt 25. Oktober 2023 01:55
• 0 Stimmen

1. Community
2. Feedback - Admin Center
3. Extracting Implementations as Excel

Hey, you should look at using Salto.io for this. They have a free version that can allow you to extract a copy of your ZD configuration. :)

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• Amie Brennan
• Erstellt 19. Oktober 2023 12:25
• 0 Stimmen

1. Community
2. Zendesk Support EAP - Customizable CSAT
3. What is the Customizable CSAT EAP? 

Hey Tetiana Gron Is there any update as to when my 2 accounts will be added to this EAP? I'm a ZD implementation partner and very keen to try this out on behalf of some of my customers who'd also l...

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• Amie Brennan
• Erstellt 19. Oktober 2023 01:46
• 0 Stimmen