It's time for February's Community Roundup!
The Zendesk Community is a busy place, so we've gathered up the month's best posts and discussions to make sure you don't miss anything!
Posts that need some love:
Here are some great questions from our users that could use a little more attention from our amazing community. If you have any suggestions feel free to jump in :)
- How do you report to your quality team? - Frédéric
Frédéric is looking for tips on how to bridge the gap between Customer Satisfaction and QA team. Have any ideas you can share with him?
- Analytics and Reporting Tips Please - Toby Metcalf
If you use Zendesk Communities, how do you report on user activity? Toby is looking for help with Google Analytics or suggestions of other ways to measure what's happening in his community.
- Trend Monitoring - John Carter
John is looking for suggestions on how to detect trends, such as an influx in password reset tickets as a part of this ongoing conversation around operational dashboards.
- Criteria to compare Zendesk views to Google Analytics - Pedro Rodrigues
Pedro is looking for recommendations from other users who use both Google Analytics and Zendesk's native reporting.
- Feature Request Management? - Michael
Do you use Zendesk Communities to collect product feedback? Michael is looking for advice on how to track and manage feature requests in his community. Or, if you don't have any ideas, funny memes also welcome.
Tips & Tricks
Tips & Tricks are custom workarounds or pieces of code shared by our Community Members. Here are new tips and great answers posted in the community this past month:
- Tip: Displaying Subsection list on Category page - Amy Gracer
For those currently using the Flexible Hierarchies EAP, Amy provides some helpful custom code that can be used to display a list of Subsections on your Category page.
- Calculate automations when posts are made via API - Christopher Rehn, Amy Dee, and Daniel Cooper
Zendesk Insights expert Amy Dee and Community Moderator Daniel Cooper offered up some tips on how to track replies submitted by manual agents vs. automatic agents in Insights in response to a question from Christopher.
- Holidays made multilingual with Dynamic Content - Louise Dissing
Louise provides a solution for inserting the correct holiday translation using dynamic content and liquid markup.
- How to migrate tickets and related data from CSV to Zendesk and How to migrate Knowledge Base articles from CSV to Zendesk - HDM Contact
Zendesk Partner HDM Contact has an app to help you with data migration, and wrote up a couple of helpful tips with details of how to do it.
- Problems and Incident counts with Google Apps Script - integration template & guide - Justin
Justin has created a script using Google Sheets to grab a list of currently unsolved problem tickets and the associated incident tickets, which he shares in this helpful community tip.
- Improve escalation workflows using macros - Brett Bowser (Community Manager)
I've created a community tip of my own to help improve your internal escalation process within Support using macros. Look for more tips coming from the community team!
Tips written by our members are the most viewed posts in the community!
If you've figured out a handy workflow, helpful Insights recipe, developed some custom code or have a unique solution you'd like to share, you can write a tip today! In addition to helping your fellow community members, you'll also get a thank-you gift from the Zendesk Community Team, and your tip will be featured in that month's community roundup.
Our moderator team is growing, and we're accepting applications for new Zendesk Community Moderators
Our Community Moderators are an elite squad of Zendesk customers who volunteer their time to help other Zendesk users be the best that they can be. We're always looking for more helpful people to join the team and now you can apply for consideration, or nominate someone you think is awesome! Just follow this link:
Find out more about the benefits of the Zendesk Community Moderator Program here: