Welcome to the Zendesk Community Weekly Digest!
|This digest can help you find the most relevant conversations that happened in the Zendesk Community each week.
You'll see highlighted content related to our support topic of the month, which is Explore Reports & Insights Migration for the month of April. We also round up posts in need of advice from other users and tips and tricks from the Zendesk community.
Join the Community Moderator team!
We're recruiting new Community Moderators. If you've been participating in the community for two months or more and enjoy helping other users, join our team of elite super users! Here's more info about the Zendesk Community Moderator program, and our application/nomination form.
Solutions wanted: posts in need of answers
Conversations in the Zendesk Community cover everything from basic troubleshooting to complex workflows and specific use cases. Certain questions are best answered by you, the user, because you have on-the-ground experience with our products!
Check out the questions below and see if you can offer an answer or provide advice. Join the conversation, share your thoughts, and if you can give a solution, we'll send you a little something as a thank you from us!
What does your support dashboard look like? (Zendesk Explore question)
Matt wants to hear how others are setting up their support dashboards in Explore and thought we could all share our learnings and best practices. Join this conversation to talk about how you've set yours up and learn how others are doing it!
Have you used the Zoho CRM integrated with Zendesk?
Matt is trying to sort out some things related to data tables and elements, and could use some help from anyone familiar with this combination.
Section TOC in category
Robin would like to add a table of content in the category overview so people can more easily navigate between the sections via Guide.
Passing an email to your support address
Andrew is trying to create two different triggers and only have one trigger fire based on if an end-user a) emails directly to our ZD support email address, vs. b) if an end-user first emails me, and then I forward their email to ZD.
New Setup Questions
Adam is looking for advice on migrating to Zendesk, and as part of the migration process. This includes using macros to allow agents to escalate cases to higher-level agents and isolating large amounts of tickets to keep them in a separate bucket while being worked on.
Building a menu using categories and sections
Tyson is trying to build a tabbed menu with the main categories and the sections via Guide. When set up the output would be sub-sections.
Zendesk & JIRA field mapping can't sync
찬호 조 is looking for help troubleshooting syncing Zendesk and their Jira field mapping.
Okta SSO error resolution
Jaye has an issue with Okta producing an error "Invalid Role / Ticket Restriction combination for Zendesk user" for each end user (40k+ errors) and can use assistance troubleshooting.
Tabs in articles or some other option
Lisa is looking for a way to be able to post an article with the option to toggle between web, iOS, and Later for Android.
Zendesk Round Robin App vs. Playlist Ticket Assignment App
Matt is seeking advice from those with any personal experience with the Playlist app vs. the Round Robin app?
All businesses are going through dramatic changes right now. We are all trying to quickly adapt to this new reality.
We now spend all day, every day, at home and talking through our computers. And this change in human interaction is impacting our mental health. This week Nina Levin from Lyra Health shares how to lead teams, customers, and yourself through this emotionally charged time.
This will be an immersive open conversation with live Q&A where you’ll have the chance to share your own strategies and engage with your peers and our speakers
- How Freshly continues to excel at customer service
- How Slack cultivates a culture of connection
- How Box and Upwork adapt to a remote workforce
- How The Groomsman Suit pivoted quickly
Next community AMA
Our next AMA event will be May 13th on Support. More information coming soon!
Recent community events
This month's topic
Each month, we focus our community events and content on a topic we know our users have a lot of questions about.
For the month of April, we focused on Explore Reports & Insights Migration. Here are a few handy articles to get you started:
Each topic in our community exists to facilitate conversations on different aspects of working with Zendesk. To help you find the right spot for your post, we're highlighting a different topic each week:
We a variety of ways to level up your Zendesk knowledge! If you are looking for information on a training session or want to get certified in one of our products we got you covered. Subscribe to this topic to stay up to date on our upcoming opportunities.
Tips from the Community
Here are some of the best tips and tricks submitted by our community members:
Jeremy Heath shared an in-depth guide on how to best utilize Tags and take advantage of this essential part of Zendesk.
Tips are the most highly viewed part of our community. Have you figured out a great workflow, handy customization, or great trigger recipe?
Apps are to Zendesk as peanut butter is to jelly. Here's an app we recommend checking out to extend and maximize your use of Zendesk:
This app empowers you to target a specific list of contacts and prevent support issues at the same time. Send mass outbound emails directly from Zendesk, Streamline your followup workflow & deliver better customer service by reaching out to customers at the right times.
Find a complete directory of apps, partners, themes, and more in the Zendesk Marketplace.
Thanks for stopping by!
If this is your first time checking out our Weekly Digest, posting in the forums, or reading an article in the Help Center, welcome! We're here to help you find solutions to all your Zendesk questions, whether you're setting up your trial account or building an app. Check out the links below to subscribe to future digests and explore what other offerings the Community has waiting for you!