Each month, we host an AMA-style conversation in the Zendesk Community on hot support topics, where we invite a panel of guest experts to answer user questions and share their specialized knowledge.
Zendesk Customer Advocate Jenni Kovachevich is one of our experts for our March 11, 2020 conversation on Support: Troubleshooting your Workflows & Ticket Fields.
Mind telling everyone a little bit about yourself and what you do here at Zendesk?
Jenni: Hello! I’ve been working at Zendesk for a bit over three years now, in Customer Advocacy. As a Customer Advocate, I spend my day answering customer questions and tackling the strangest issues! I get to help out a lot of people across all our different products, so I love it when I can dig in and help with something I haven’t seen before.
For some of our newer users, what would you recommend to those just starting with Zendesk?
Jenni: Make sure to know all the resources available! Since Zendesk has so many features, set up can seem daunting at times. Still, a quick look around our Help Center, our Community, and the “Help” tab within the Admin Tool makes it easy to find either our step by step guides, tips from other customers, or how to contact us to help you out, so you’re not alone when starting!
When you are not crushing it as a star Advocate here at Zendesk, what do you enjoy doing in your free time?
Jenni: Video games certainly take up a lot of that free time! I play story-based games mostly, though I love to watch competitive esports. I also love putting together costumes, and I cosplay characters at conventions and events!
With \orkflows and ticket fields, what is the most common mistake you see first-time users make?
Jenni: Probably turning off Triggers that you want on. Since we provide a handful of triggers by default, a lot of times people getting started will turn all of them off. Though some are very important to workflows they want to set up and are very important for sending out emails to end-users! It’s always best to double-check the actions of each trigger before deactivating.
With ticket fields and forms, a big issue we commonly see is that ticket field updates will require a browser refresh to appear! So if you’ve created a new field or a new field value, but you do see it, make sure to refresh so that update populates!
Are you a dog or cat person and got any cute pet pics we could see?
Jenni: I love both, but dogs especially! No current pets myself, though.
Anything else you’d like to share with our users?
Jenni: We’re here to help! Don’t be shy! If you’re unsure of something, reach out! It’s what we’re here for. :)
Thanks, Jenni, for taking the time to chat with us.
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