Ranking Tips to be written up

12 Comments

  • Giovanna Chethuan

    Hello, Alejandro! Those topics look very interesting! I would love to see all tips but this ones are my preferred ones :) 

    • Automatically remind Agents about tickets
    • Automatically adding an internal ticket note
    • Better email template
    • Schedule Follow Up that reopens ticket with a note
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  • Alejandro Colon

    Giovanna Chethuan

    Your wish is my command. 

    Those have just been moved to the top of the list. 

    My goal is to update this article with links to the articles as I complete them. 

    1
  • Nicole S.
    Zendesk Community Team

    This is awesome, Alejandro! We look forward to more of your tips :) 

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  • Alejandro Colon

    Nicole S.

    Do you have anything on the list that sticks out to you? As in I should write up first?

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    I am worried about the Better Email Template. I started to write it up and it started to become this huge article. I am thinking I am going to have to split that one up. I may split it into "Email Template Tips and Tricks" and "A Better Email Template"

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  • Hillary Latham
    Community Moderator

    This is great - just seeing your list of tips gives me ideas that I never thought of.  I could possibly figure some of these out on my own, but I would vote for:

    Customize Slack Notifications

    Customize what ticket notifications are sent to Slack

    Stop Notifications for Test Tickets

    Ticket Notifications if unassigned for 1 hour

    1
  • Alejandro Colon

    Hillary Latham

    You are spot on.

    I like to think most people can figure out most of these. But, not everyone realizes what is possible and what can be done.

    Personally, I have been trying to convince the Community Team at Zendesk to create a list of the best tips.

    I think the hardest part is finding what can be done. Not so, much figuring out how to do it. In my opinion, that is the easy part as we have access to not only this great community but also the great Nicole S. and her Community Team.

    1
  • Nicole S.
    Zendesk Community Team

    Hey Alejandro - 

    Thanks for the kind words. 

    We're open to helping put together a list of "best" tips, but would want our users to help us determine which are the "best" ones and what qualifies a tip for that list. 

    Typically, what we have done is index them by topic, and then allowed the votes and comments to speak for themselves. Some of the tips we can't really evaluate, as they're customizations we haven't implemented ourselves, so it's hard to say if it's a "best" tip or not. 

    But if any users want to help us identify which ones you think are best for a sort of "hall of fame" list, we'd be happy to compile that and create a pinned post. 

     

     

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  • Nicole S.
    Zendesk Community Team

    As for tips that I would call out, we get questions related to these topics with some frequency: 

    • A Better Email Template | Votes=1 | (First section is already 500+ words)
    • Automatically adding Custom Field Text as an internal ticket note
    • Automatically adding a public ticket response
    • Make a Trigger Based on Custom Field Text
    • Add CSS to Web Widget
    • Where to add Web Widget Code?
    • Split a request using Linked Ticket app
    • How to add to the ticket Subject using a trigger
    • Ticket Notifications if unassigned for 1 hour
    • Reply on ticket creation with fields populated
    • Add a tag based on custom field text
    • SLA for 1 hour unassigned during business hours
    • Internal Note when Trigger/Automation emails requested
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  • Catherine Michalak
    Community Moderator

    This is awesome! and these are the topics of interest for me:

     

    -Everything on Web Widget

    -Internal Note when Trigger/Automation emails requester

    -Notify Assignee Templates for Assignees that do not use Zendesk often

    -Custom Workflow Management with Agents

    -A Better Email Template | Votes=1 | (First section is already 500+ words)

     

    Thank you

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  • Alejandro Colon

    Nicole S.

    I am thinking less of a "best of" and more of a "What's possible" but maybe ranked in order of most popular. 

    I imagine it being one of the first things that people see when first starting to build out their Zendesk Environment. That way they are not limited by their limited experience/knowledge of the product and what it can do.

    Now that I think about it, it could probably be fairly simple to create a section/topic/page that would list all of the articles in a section and list all of the community tips and tricks. This should be possible using the theme template API. I think the sorting would be the hardest part. I will have to give it some thought at some point. 

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    Nicole S.

    Thank you for providing your votes. I have added them to the list. 

    P.S. I need to add a feature request to get an <hr> button added to the comment editor. lol

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    Catherine Michalak

    Thank you for providing your votes. I have added them to the list. 

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  • Dawn Anderson

    Can't wait to read all your current tips!

    Below are the ones I'm interested in :)

    • Email Template Tips and Tricks 
    • Add CSS to Web Widget 
    • Internal Note when Trigger/Automation emails requester 
    • Automatically adding an internal ticket note 
    • Stop Notifications for Test Tickets
    • Automatically adding a public ticket response 
    • Reply on ticket creation with fields populated 
    • Hide Ticket Fields in Web Widget 
    • How to make Web Widget open with Contact Button showing
    • Provide information to End-User on how to use Widget 
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  • Alejandro Colon

    Dawn Anderson

    Thank you for providing your votes. 

    I have added them to the list. 

    Check back occasionally for links to the written up tips. :)

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