Chandra Robrock
I'm Chandra & I lead a global team of Technical Support Specialists at FullStory. I've been using Zendesk for many years and have personally experienced how helpful the software can be for providing superior support. In my downtime, I serve as a Zendesk Community Moderator to help others find incredible value with the product.
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Allen Lai | Head of CX, Otter.ai Happy to help see if I can help! Mind sharing a screenshot of the exact Explore query you've setup?
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Actually, you know what... I just remembered a nuance with this feature that tripped me up in the past. For context, we leave a lot of internal notes & have found this feature to be helpful for the...
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While I'm not sure if Zendesk provides the ability to turn this feature off (I don't think they do but haven't looked into it myself), I do know that our team has had it since we moved over to Agen...
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Zac Interesting! If the customer is listed as an End User in Zendesk, the ticket should automatically move back to an Open status when they write back in. Mind double checking the following? 1. Tha...
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Hi Kelsey Davis - Apologies for the delayed response! I missed your previous post until just now. I can confirm that nothing has changed & the code appears to still be working on my end, even when ...
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Do you want this to fire for newly created tickets as well as existing tickets that the customer has simply added a new comment to? If so, I’d recommend removing the “Ticket is Updated” condition ...
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Apologies - my screenshots were showing how you can use it for Agents & require specific fields upon solve. However, the feature does also allow you to add conditional logic for end users as well. ...
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Hi Gwyn Mabo - You can definitely setup certain fields to be mandatory in one ticket form but not the other. I actually use the Conditional Ticket Fields feature for that exact use case at my own c...
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Hi Alex Lazar - The SLA would be reflecting the ticket that was remaining after the merge. For that reason, I train my agents to always merge the newer ticket into the older ticket whenever possibl...
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Hi 이지윤 - Based on what you've described, it sounds like you'll want to remove the dropdown option that just says "account_related." So, instead of: account_relatedaccount_related::account_recovery...