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Brandon Tidd

Full time Zendesk Architect. Cleveland born and raised. Changing the world one megabyte at a time.

Community Moderator
The Humblident Award - 2021
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    Brandon Tidd hat einen Kommentar hinterlassen

    Hey Renee -  Applying the agent replies bracket filter on your report and excluding NULL and 0 should do the trick:

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    Brandon Tidd hat einen Kommentar hinterlassen

    Hey Tony, For #1, I'm suggesting you can filter on the fields themselves vs the tags.  If you're looking to just reformat the tags themselves in the report - something like this could be helpful to...

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    Brandon Tidd hat einen Kommentar hinterlassen

    Hi Tony Jansson -  For #1, you could just filter on the field itself instead of the tags associated with that field. For #2, if you're doing this in a dashboard, you'll want to verify that you're s...

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    Brandon Tidd hat einen Kommentar hinterlassen

    That is a luxury we don't have in the US - you'll have to let us know how it goes!

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    Brandon Tidd hat einen Kommentar hinterlassen

    Hey Emily, Thanks for keeping this post alive!   1) Unfortunately the SMS protocol doesn't support Rich Text Formatting (RTF), which is what's required for clickable links.  You may be able to empl...

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    Brandon Tidd hat einen Kommentar hinterlassen

    Hey Liz, Building on Gabriel's response, you can also track ticket updates through the Update History dataset.  The attributes Ticket ID & Update Channel should give you the data you're looking for...

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    Brandon Tidd hat einen Kommentar hinterlassen

    Hey Dave, I think at this point we may need to spin this up into a ticket to have a member of the Zendesk Support Team get under the hood.  I'll have someone from the Community Team open a ticket o...

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    Brandon Tidd hat einen Kommentar hinterlassen

    Dave Dezellem Thanks for the clarification.  If you have more than one schedule defined, you will need a separate Trigger that associates this schedule with the ticket.  Additionally, since Trigger...

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    Brandon Tidd hat einen Kommentar hinterlassen

    Hi Dave Dezellem Try dropping the within schedule condition - since by definition both of these triggers are looking for tickets that are created not within the scheduled hours.  Everything else lo...

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    Brandon Tidd hat einen Kommentar hinterlassen

    Hello -  I noticed that this error seems to be occurring when more than one phone number is associated with the user profile.  In this scenario, even if the SMS was created on the secondary phone n...