Jacob the Moderator
I am passionate about creating the best possible digital user experiences, finding meaningful insights into user behavior, and leveraging that to shape and support business goals. I have been creating exceptional customer experiences within the service and support space using Zendesk products for 10+ years. I have worked in several international companies, and also in a couple of startups. https://www.linkedin.com/in/jjohst/
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Neueste Aktivität von Jacob the Moderator-
How to report on agent updates in Explore (when Agents have been downgraded to End users)?
The issue The standard recommended approach when an agent leaves your Zendesk, is to downgrade them to the End-user role and suspend that user. This has an impact on historical data in Explore, ho...
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Dealing with SLA blind spots
Background We use first- and next-reply-time targets in our SLA policies, however, there are certain scenarios where intuitively you would expect to be covered by one of these targets, but you are ...
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Push notifications from Zendesk to Slack
The official Zendesk-Slack integration is very powerful, offering out-of-the-box two-way communication in a stylish way, but sometimes you just want a simple notification setup. I hope this guide i...
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Proposal for a simple multilingual content creation workflow
Background We do Customer Service for our online and physical store customers in 4 countries - Denmark, Sweden, Norway and Finland. We want to take advantage of self-service options using Help Cent...
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How to show article labels as tags on articles
Wes Drury did all the work on this, I'm merely writing up a how-to for Swag rewards ;-) Would you like to have your article labels visible to end users as tags*? Sure you do, why else would you be ...
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Operational Dashboards: How do you monitor your Zendesk real-time?
I'm thinking of setting up Dashboards (like Geckoboard, Leftronic or BIME) this year, and would like to hear (and see) what experience you may have in this area. Some ideas and questions I'm ponder...