Anton Maslov

1. Support
2. ...
3. Workflows
4. Using "Hours since...is" and "Hours since...greater than" in automations

>Using "greater than" requires a nullifying action (watch out for endless loops) This approach is buggy. If the same event happens twice in ticket nullifying action just won't work second time. Her...

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• Anton Maslov
• Erstellt 15. Juli 2020 17:19
• 1 Stimme

1. Community
2. Feedback on Guide
3. Improvements to Rapid Resolve

First, one bag is really dangerous, we had cases when an agent accidentally clicked and ticket got solved while it is not.

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• Anton Maslov
• Erstellt 16. August 2019 21:19
• 1 Stimme

1. Support
2. ...
3. Tickets
4. Can agents submit satisfaction ratings on tickets?

Our use-case is that we also use Zendesk for internal teams projects. @Nicole - Community Manager  - might be a good idea to add a link to corresponding requests into that article, so people who fi...

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• Anton Maslov
• Erstellt 3. Juli 2019 02:33
• 1 Stimme

1. Chat
2. ...
3. Social messaging
4. Setting up your Twitter channel

How to make Twitter channel compliant with GDPR? Any user can mention us, which will create a ticket. And we already like storing their twitter ID without any consent.  

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• Anton Maslov
• Erstellt 14. Mai 2018 21:55
• 0 Stimmen

1. Support
2. ...
3. Tickets
4. How can I remove attachments from tickets?

Redaction App is broken for non-admin users: https://github.com/zendesklabs/ticket_redaction_app/issues/72  

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• Anton Maslov
• Erstellt 13. April 2018 22:48
• 1 Stimme

1. Community
2. Zendesk on Zendesk
3. Knowledge Manager Roundtable: How do you measure self-service activity and knowledge base usefulness?

Hi Rob, in our case, we automatically create tickets for chats and calls, what is kind of similar to your approach. Also "start chat" button is on Zendesk HC page, so basically in Google Analytics,...

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• Anton Maslov
• Bearbeitet 14. Februar 2018 18:47
• 2 Stimmen

1. Community
2. Zendesk on Zendesk
3. Knowledge Manager Roundtable: How do you create knowledge base content?

Hi Mary, I'm afraid I cannot help with CTR, we do not use Answer Bot.

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• Anton Maslov
• Erstellt 28. November 2017 17:35
• 0 Stimmen

1. Community
2. Zendesk on Zendesk
3. Knowledge Manager Roundtable: How do you create knowledge base content?

Hi Mary, All of this is in ZenDesk insights reports and is being calculated automatically. Let me know in what metric are you interested in and I'll try to describe :)

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• Anton Maslov
• Erstellt 27. November 2017 19:58
• 0 Stimmen

1. Community
2. Zendesk on Zendesk
3. Zendesk on Zendesk: How we use the Knowledge Capture app

Sorry, but approach you use to create an article is not the way recommended by KCS. KCS teaches to create articles working with tickets in order: not to lose tacit knowledge not to make it as some...

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• Anton Maslov
• Bearbeitet 3. Oktober 2017 16:36
• 1 Stimme