Dan Cooper

1. Community
2. Support - Troubleshooting and Q&A
3. Looking for a way to track high-priority tickets visually in the ZD support agent

You could do this with a custom field that is added as a column.  If you had a trigger like what is shown below, it could set the custom field and if your view is set to show that field, it would g...

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• Dan Cooper
• Erstellt 23. Januar 2020 00:02
• 0 Stimmen

1. Community
2. Zendesk Guide EAP - Hand-picked users in User Segments
3. What is the Hand-picked users in User Segments EAP and how do I use it?

Will this include the ability to modify individual users via the update user segment API as well? 

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• Dan Cooper
• Erstellt 22. Januar 2020 21:44
• 0 Stimmen

1. Community
2. Support - Troubleshooting and Q&A
3. Macro, Trigger, Automation etc - Important notes about customers

Here are a few ways that I've solved for this (one of them is API, but you can get some of the benefits without it).  Add a user and/or organization field for Important Notes. Install the User Dat...

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• Dan Cooper
• Erstellt 22. Januar 2020 00:29
• 0 Stimmen

1. Community
2. Support - Troubleshooting and Q&A
3. Automation does not find nearly as many "satisfaction offered" tickets as view

According to the Using CSAT article, "Ratings can be changed until the ticket is closed".  You would want to make sure that this automation doesn't fire for Closed tickets unless you are using a su...

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• Dan Cooper
• Erstellt 16. Januar 2020 23:00
• 0 Stimmen

1. Community
2. Support - Troubleshooting and Q&A
3. Grant Key Users the right to edit all requests within their Org.

I had my wires crossed on where the Can comment drop-down was. Apologies for the misdirect here.  You can give someone visibility with the suggestion above, but you'd have to make them a CC on all ...

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• Dan Cooper
• Erstellt 16. Januar 2020 22:31
• 0 Stimmen

1. Community
2. Support - Troubleshooting and Q&A
3. Grant Key Users the right to edit all requests within their Org.

Hi Wolf, You should be able to set this on the user profile for the customer in Zendesk today.  There may be settings that aren't exposed depending on the plan you have with Zendesk but you can get...

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• Dan Cooper
• Erstellt 16. Januar 2020 18:10
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1. Community
2. Support - User Tips & Tricks
3. Job title for zendesk editor

I've had a few titles related to my work with Zendesk, previously "Senior Technical Consultant" and currently "Support Systems Analyst".  Both are pretty generic, but considering that my roles have...

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• Dan Cooper
• Erstellt 14. Januar 2020 20:33
• 1 Stimme

1. Community
2. Support - Product Feedback & Discussion
3. Update when I "take it"

Hi Barrett Brewington, Take it is a simple tool that helps in most cases, but may not work for all use cases.  If you are trying to solve for agent collision, Zendesk will show you if another agent...

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• Dan Cooper
• Erstellt 13. Januar 2020 22:10
• 0 Stimmen

1. Community
2. Support - Troubleshooting and Q&A
3. Some Agents Get Demoted to End Users

I can't speak to Azure AD sync, but I ran into a similar scenario recently with another identity provider.  We had rules established that would grant agent permissions based on employee metadata, b...

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• Dan Cooper
• Erstellt 13. Januar 2020 16:42
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1. Community
2. Support - Product Feedback & Discussion
3. Automatically Adding Users to Organizations based on a matching Ticket Field or Tag

You can use the Organization Memberships API (https://developer.zendesk.com/rest_api/docs/support/organization_memberships#create-membership) to crest a link between a user and an organization. If ...

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• Dan Cooper
• Erstellt 11. Dezember 2019 17:50
• 0 Stimmen