It's time for May'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!
Meet our newest Community Manager!
Welcome Devan La Spisa to the Zendesk Community Team:
My name is Devan, and I’m happy to be a part of the Zendesk Community team as your newest Community Engagement Specialist. I’ve been involved with software development and community support for over two years formally within the AAA Game Development industry. During that time, I had the opportunity to support major titles such as League of Legends, Halo, and Destiny 2 with my last tenure being at Bungie Studios.
I’m an unabashed foodie who loves to cook and has slowly been working through the Binging with Babish cookbook, and I’ll be trying Beef Wellington this month for the first time. My favorite food is deep dish pizza from Chicago, and my favorite special treat is handmade strawberry milkshakes I make from scratch. I’m also lactose intolerant, and I’m forever grateful for Lactaid, which saves me from my dairy-based lifestyle.
I’m looking forward to getting to know many of you in the Zendesk community and help facilitate some new conversations in the next few weeks. I hope to drive the idea that at the end of the day this is your community and you are just as essential as us when it comes to making it the best it can be. Can’t wait to see what topics everyone comes up with and really excited to be here!
Have questions about Triggers?
We know that triggers are one of the features of Zendesk Support that drive a lot of questions for users. So, we've decided to focus some special conversations, community events, and content around triggers this month to help you out!
Here's what's happening:
Need a trigger recipe, or have a trigger that isn't working as expected? Post to the Support Triggers Megathread and our team of Trigger aficionados will get you an answer as fast as they can. Questions with broad appeal may even be turned into official knowledge base articles.
Have an in-depth question about how Triggers can be applied to your workflow? Want to figure out how to better manage your Triggers? Post your question to the ask the expert thread, and upvote other questions you'd like to see answers to. Later this month, we'll have an expert answer the top voted questions in a video tutorial.
Do you have a Trigger workflow or recipe that works well for you? Share it as a community tip and get a Zendesk t-shirt, as well as having your tip featured in next month's community roundup.
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 :)
- Best practices for recording greetings - Danie Feld
Danie is accepting tips that will improve the quality of their phone greetings before uploading them.
- Best Practices for Forwarding Emails - Nathan Alvarez
Nathan is looking into alternative workflows/best practices on forwarding emails when using the Support product.
- Creating tickets for triggered emails that send to my clients - Hannah Pobar
Hannah would like triggered/automated emails to generate a ticket within Zendesk Support. How can Hannah go about generating tickets as soon as the email is sent to the recipient outside of Support with the recipient as the requester.
- Text Expander software recos? - Andrew Liu
Andrew is looking for recommendations on text expansion software that can be integrated with Zendesk.
- Amazon Connect functionality - Aaron Griffiths
Aaron would like to implement Amazon Connect into their businesses call centre via Zendesk. Any recommendations/consultation is greatly appreciated!
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:
- Push notifications from Zendesk to Slack - Jacob J Christensen
Jacob provides an alternative method for integrating Zendesk Support with Slack using Triggers and HTTP targets.
- Allow email target responses to thread into existing ticket - Brett Bowser
Your friendly neighborhood Community Manager recently wrote a step-by-step process which will allow for your email target responses to thread into an existing ticket. This can be done with a few edits to your triggers and email targets!
- Notify Slack when a new post has been added to a community topic (using Zapier) - Jacob J Christensen
Jacob has written another amazing tip on how to notify your Slack team when a new Community Post is created.
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: