Dave Dyson

1. Community
2. Zendesk Suite Q&A
3. End user Access to Resource Center materials without creating a Zendesk account

Hi Wendy,  You may be able to make use of Single Sign-On (aka Remote Authentication) so that when your users sign in to your software, they're also authenticated into your Zendesk instance as end-u...

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• Dave Dyson
• Erstellt 29. August 2023 00:55
• 0 Stimmen

1. Support
2. ...
3. Ticket management
4. Editing brands

Hi Julia DiGregorio - To change the name of your Help Center, you'll need to go to your Guide Admin page and then follow these instructions: Updating the help center name

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• Dave Dyson
• Erstellt 29. August 2023 00:47
• 0 Stimmen

1. Community
2. Zendesk Suite Q&A
3. Meaning of "unreplied" tickets?

Hi there - "Unreplied tickets" are tickets that have not yet received a public agent response, so internal comments won't count as an agent reply. For more details, see the definitions of Unreplied...

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• Dave Dyson
• Erstellt 16. August 2023 00:28
• 0 Stimmen

1. Community
2. Zendesk Suite Q&A
3. Sorting unassigned tickets with Priority and time

Hi Wasim, Once you've determined the criteria of the tickets you want to see in your View, I'd suggest scrolling to the bottom of the View editing screen, and make the following choices: Under "Gr...

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• Dave Dyson
• Erstellt 10. August 2023 17:45
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1. Community
2. Zendesk Suite Q&A
3. Blank Guide article showing up in Zendesk Explore report

I'm not sure what would be causing this, but it might be helpful in troubleshooting if you added the "Article URL" attribute to the report so that shows up as a column.

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• Dave Dyson
• Erstellt 27. Juli 2023 21:49
• 1 Stimme

1. Community
2. Zendesk Suite Q&A
3. Comments metrics

Hey Charlie! Here's how the Zendesk Glossary defines "comments": When a ticket request is submitted it contains a subject and a description. All follow-up communication on the ticket is containe...

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• Dave Dyson
• Erstellt 27. Juli 2023 21:42
• 0 Stimmen

1. Community
2. Zendesk Suite Q&A
3. User guide?

HI Eduardo, The featured articles on that page (those highlighted with ★) would be a good place to start. Alternately, the free Omnichannel Agent Learning Path at training.zendesk.com could be a mo...

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• Dave Dyson
• Erstellt 1. Juli 2023 01:10
• 0 Stimmen

1. Community
2. Zendesk Suite Q&A
3. Embed product function comparison tables into Guide articles

Hi there! The Guide editor provides the ability to add table to Help Center articles -- this should get you started: Adding and formatting tables in help center articles

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• Dave Dyson
• Erstellt 9. Juni 2023 18:14
• 0 Stimmen

1. Community
2. Zendesk Suite Q&A
3. Way to create trigger to email assignee when ticket solved by requester?

Glad I could help!

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• Dave Dyson
• Erstellt 5. Juni 2023 19:58
• 0 Stimmen

1. Community
2. Zendesk Suite Q&A
3. Way to create trigger to email assignee when ticket solved by requester?

Hey Jake! The third condition, Requester is (current user), should ensure that this trigger fires only when the requester is the one who solved the ticket.

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• Dave Dyson
• Erstellt 3. Juni 2023 22:52
• 0 Stimmen