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Neil Grandez

Zendesk Customer Advocate
  • Total activity
    30
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Activity overview

Latest activity by Neil Grandez
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    Neil Grandez commented,

    Hi Justin, An update was made previously but, it was reverted around 10 days ago as similar concerns was raised by few other customers. If you update the current version of the app that is install...

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    Neil Grandez commented,

    Hi Emily, Sets would be the best choice here as it will enable you to combine two values of the same attribute into one custom attribute which will be saved and can be used as long as the query is...

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    Neil Grandez commented,

    Hi Brian, This is not possible natively and there seems to be no Helpers that can achieve this. You could try and make an API call, like what Lydia mentioned, to pull data from a specific ticket ...

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    Neil Grandez commented,

    Hi Sai, Regarding your follow up : 1) Is same SDK acts two Instances? - as mentioned here No, Support SDK can only be initialized under one brand at a time. 2) Or we need to add one more SDK for ...

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    Neil Grandez commented,

    Hey Sai, Your best option would be to use Multi-brand as this will enable you to have multiple instances in one Zendesk Support account, those multiple new instances will created as Brands. With t...

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    Neil Grandez commented,

    Hey Daniël, Suspending the user is just part of the safety procedure to make sure the agent (former) will not be able to access any data within the Zendesk instance. In your case, it seems the age...

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    Neil Grandez commented,

    Hi, The email notifications sent to agents are from the default triggers in the Support instance. These triggers can either be disabled or reconfigured to suit your workflow. Kindly check out our ...

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    Neil Grandez commented,

    Hi Ken, A good option for your case would be to use multi-brands as this will allow you to have two separate help centers, one for each set of customers. You may take a look at this article to kno...

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    Neil Grandez commented,

    Hi Devon, It seems your concern is regarding the installation of a chat widget from a 3rd party provider. A good first step is to reach out to their support group and ask for assistance on install...

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    Neil Grandez commented,

    Hi, For Support accounts that are on Agent Workspace, the ban visitor feature is not supported as mentioned in the Dashboard Limitation If the Zendesk widget is nested in your Guide help center, y...