
Aimee Spanier
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Recent activity by Aimee Spanier-
Using skills-based routing
Fastpath: Admin Center > Objects and rules > Business rules > Skills With skills-based routing, you can set up "skills" and associate each one with individual agents. Fo...
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Welcome to messaging
Welcome to messaging Get ready to automate! Use these resources to guide you to success with messaging, which allows you to converse with customers via Web Widget, mobile apps, and social messa...
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Routing options for incoming tickets
One of the best ways to increase agent efficiency and streamline your support tasks is to use routing options to manage your ticket workflows. Routing options provide a power set of tools to make...
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Setting up notification routing for live chat
Note: This article applies to accounts using Zendesk Chat. If you are using messaging, see Setting up notifcation routing for messaging. If you are using messaging with omnichannel, see Enabling...
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Enabling Google Analytics for your help center
You can use Google Analytics to track your help center traffic. Google Analytics is only available for your help center if you are on a Guide Professional or Guide Enterprise plan and have convert...
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Guidelines for reviewing suspended tickets
Review your queue of suspended tickets on a regular basis. Follow review guidelines like the ones suggested below. The guidelines vary depending on how your instance of Zendesk Support is ...
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Causes for ticket suspension
The Suspended Tickets view displays messages describing the cause of suspension for each suspended email. The following table lists the possible descriptions in the view and what each one...
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Setting up suspended ticket notifications
In addition to the Suspended Tickets view, you can set up a suspended tickets notification email that is sent to specific email addresses. In the Suspended Ticket Notifications section of the Tic...
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Showing user profile photos in HTML emails
You can display user profile photos in your HTML emails. You can also display your company logo next to ticket comments, by using it as your profile photo. However, you should be aware of the cost...
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Adding or removing ticket links in emails
Your email notifications can provide a link back to the ticket being discussed: This type of link is defined in a trigger or automation, not in the template itself. For example, most of th...