Jacob J Christensen
Currently Senior Platform & Automation Consultant at Jabra. I have worked as a Solution Consultant at Cloudhuset A/S, helping clients create the best possible customer experience with Zendesk. Previously I have worked as the administrator of the Zendesk account at TOP-TOY, a major toy retail company in the Nordics. We used Zendesk (and Zopim) primarily for Customer Service, but also as an internal knowledge center for store-to-HQ communication (via Web widget & HC).
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Total activity2217
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Last activity
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Following9 users
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Followed by15 users
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Recent activity by Jacob J Christensen-
Personal or department limited shortcuts (feature request)
CompletedWe operate on 8 sites with 5 different languages, being able to limit the availability of shortcuts based on Department would really be helpful in providing a fast, clean and smooth agent workflow....
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Auto-solving Zendesk tickets created from Zopim chats
This setup is our way of minimizing the administrative handling of tickets by Zopim agents, but I'm not completely happy with it, would love it if someone had better ideas or suggestions for improv...
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Setting up Zopim in its own window (for Chrome on Windows)
It might be a good idea to have the Zopim Dashboard displayed away from Zendesk. This way you can better multitask and switch between windows (ALT + TAB) instead of switching inside the Zendesk ...
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Option to offer an in-cue requester the opportunity to chat with alternative Department
AnsweredWe (will be) offering Zopim chat across 4 languages/countries and have segmented our agents into Departments for each country. We expect the load to be very uneven between countries and would like ...
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Make it more explicit what brand (site) customer is chatting from
AnsweredWe operate two brands per language, both brands are within the same market/industry, so it is not uncommon for end-users (customers) to be present on both of our brand sites. Zopim tags tickets wit...
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Reporting on End user devices in Zendesk/GoodData
Zopim does a good job of identifying the type of device visitors use, I wanted to capture this data to report on it in Zendesk/GoodData. The way I did it was to Create triggers in Zopim that would...
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How to control chat availability on different sites using departments
Credit for this solution goes to Ramin Shokrizadeh. The use case My use case involves sites in different countries, but the solution could work equally well if you need to control online/offline st...
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Clean up Widget customization UI (and expand features)
AnsweredI'm sure that for users who use only the Zopim Widget everything makes perfect sense, but we're using the Zendesk Web Widget and things get a little confusing at times. Some settings apply to bot...
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Ability to set chat as offline/Online based on Department affiliantion
AnsweredWe want to offer online chat in four different countries, but these countries have differing holidays. So on some days Country A will be staffed and ready to chat, but countries B, C and D are un-s...
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Operational Dashboards: How do you monitor your Zendesk real-time?
I'm thinking of setting up Dashboards (like Geckoboard, Leftronic or BIME) this year, and would like to hear (and see) what experience you may have in this area. Some ideas and questions I'm ponder...