Brandon Tidd

1. Community
2. Support Q&A
3. what is the common industry practice on changing subject lines of email threads ?

Hi lucia -  Apologies for sending you down the wrong rabbit hole!  The field I was looking at was actually referring to requester "Title."  You are correct that this is not available as a standard ...

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• Brandon Tidd
• Erstellt 9. April 2021 21:14
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1. Community
2. Support Q&A
3. what is the common industry practice on changing subject lines of email threads ?

Hi lucia -  If you wanted to overwrite the existing subject with a standardized one, the Action item you're looking for is actually ticket "Title" which translates to the subject of the email. Brandon

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• Brandon Tidd
• Erstellt 7. April 2021 20:50
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1. Community
2. Support Q&A
3. what is the common industry practice on changing subject lines of email threads ?

Hi Bhargav Channa Reddy -  I think it largely depends on your industry and customer's expectations, as well as your intake method.  If your customers are filling out a form that's dropping a generi...

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• Brandon Tidd
• Erstellt 7. April 2021 15:31
• 0 Stimmen

1. Community
2. Talk Q&A
3. Verifying customers over the phone

Hi Taylor Wilson - It might be somewhat of a shortcut, but you could try just sending the user a public reply with an Agent generated sequence (ie pick a random 4 digit # or phrase), and then have ...

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• Brandon Tidd
• Erstellt 17. März 2021 15:54
• 0 Stimmen

1. Community
2. Chat Q&A
3. How to Integrate zendesk on a Blog website?

Hi Amelia Belli & Justin searls! Zendesk is a customer service ticketing platform that allows you to connect with your customers where they are, with capabilities to connect via email, phone, chat,...

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• Brandon Tidd
• Erstellt 16. März 2021 17:25
• 0 Stimmen

1. Support
2. ...
3. Business rules
4. How can I route tickets to groups based on the support address they are received at?

Hi Grant - I believe Trigger customization would require upgrade to at least the Team plan. Hope this helps! Brandon

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• Brandon Tidd
• Erstellt 11. März 2021 15:00
• 0 Stimmen

1. Community
2. Support Q&A
3. Re-doing Ticket Forms and Ticket Fields

HI Laura, Congrats on tackling a little Spring cleaning of your instance!  The good news is that, short of aggressively deleting it, your historical data will be preserved automatically.  Deactivat...

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• Brandon Tidd
• Erstellt 11. März 2021 14:57
• 1 Stimme

1. Community
2. Support Q&A
3. Ticket "Assignee WAS" Assigned filter

Hi Lucas Martins Lousada - I can get you part of the way there using the Ticket Updates Dataset. In this case, we're looking for tickets that match the filter criteria of being updated during a spe...

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• Brandon Tidd
• Erstellt 8. März 2021 15:47
• 0 Stimmen

1. Support
2. ...
3. Email
4. Which support address are email replies sent from?

Hey Andrew Paterson - Since external targets are run off of Triggers, which are executed on Ticket submission, I'm not sure that it's possible to have this update in the system UI.  That said, if y...

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• Brandon Tidd
• Erstellt 8. März 2021 14:36
• 0 Stimmen

1. Explore
2. ...
3. Explore basics
4. Why do I see "Download failed" when exporting a query in Explore?

Hi Yin, Yue, One solution might be to do quarterly data exported to Excel, and then combine the datasets. Hope this helps! Brandon Tidd

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• Brandon Tidd
• Erstellt 6. März 2021 02:05
• 0 Stimmen