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 activity2219
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Last activity
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Following9 users
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Followed by15 users
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Posts
Votes on activity by Jacob J Christensen-
How to show article labels as tags on articles
Wes Drury did all the work on this, I'm merely writing up a how-to for Swag rewards ;-) Would you like to have your article labels visible to end users as tags*? Sure you do, why else would you be ...
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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...
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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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Push notifications from Zendesk to Slack
The official Zendesk-Slack integration is very powerful, offering out-of-the-box two-way communication in a stylish way, but sometimes you just want a simple notification setup. I hope this guide i...
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How to report on agent updates in Explore (when Agents have been downgraded to End users)?
The issue The standard recommended approach when an agent leaves your Zendesk, is to downgrade them to the End-user role and suspend that user. This has an impact on historical data in Explore, ho...
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Notify Slack when a new post has been added to a community topic (using Zapier)
So you want to notify your team in Slack whenever there's a new community post in your Help Center. This tip shows you one way of achieving this using: A Zendesk user that has subscribed to the to...
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Proposal for a simple multilingual content creation workflow
Background We do Customer Service for our online and physical store customers in 4 countries - Denmark, Sweden, Norway and Finland. We want to take advantage of self-service options using Help Cent...
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Ability for agents to change the title of a chat (while chatting)
AnsweredWith many concurrent chats running it can be hard to navigate conversations that are all similarly named...Chat with Sam, Chat with Jane. ...and even more important when following up on tickets aft...
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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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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...