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Destiny

Joined Apr 14, 2021

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Last activity Jan 22, 2025

Zendesk Customer Care

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ACTIVITY OVERVIEW

Latest activity by Destiny

Destiny commented,

Community comment Q&A - AI and automation
Hello Nagarjun,
 
Thank you for reaching out! I recommend checking out this article on optimizing your Help Center content for bots and autoreplies: Optimizing Your Help Center Content. It provides valuable insights on how to configure your bots to effectively deliver Help Center articles.
 
If you need further assistance or encounter any issues during the configuration process, please don’t hesitate to reach out to our team. You can find guidance on how to contact us in this support guide: Contacting Zendesk Customer Support.
 
Looking forward to helping you!

View comment · Posted Jan 22, 2025 · Destiny

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Destiny commented,

Community comment Q&A - Tickets and email
Hello Gerrit, 
 
Thank you for reaching out! I wanted to let you know that our Product team is currently working on rolling out the feature that will allow you to customize the brand signature for side conversations.
 
While I don’t have a specific timeline for when this feature will be available to all users, I recommend keeping an eye on our announcements page for the latest updates directly from the Product team: Announcements Page.
 
Thank you for your patience as we work on this enhancement!

View comment · Posted Jan 21, 2025 · Destiny

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Destiny commented,

Community commentZendesk WFM EAP - Create Combined Workstreams
Hi Monica. 
 
Thank you for reaching out. I recommend contacting us through our support options available here: Contact Zendesk Customer Support. This will allow us to discuss your workstream concerns in detail and explore potential solutions together.

View comment · Posted Jan 16, 2025 · Destiny

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Destiny commented,

Community comment Q&A - Users, groups, and organizations
Hi Nora, 
 
Thank you for reaching out. I recommend contacting us directly so we can check our internal logs regarding this issue. You can find the guide for contacting Zendesk Support here.
 
Thank you, and we look forward to hearing from you.

View comment · Posted Jan 15, 2025 · Destiny

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Destiny commented,

Community commentZendesk WFM EAP - Create Combined Workstreams
Hi Steve,
 
Thank you for bringing this to our attention. I recommend reaching out to us through our Web widget form, following the guidelines outlined in the "Contacting Zendesk Support" guide. This will allow us to better understand your business use case and address your workstream concerns effectively. Additionally, we'll explore options to increase the current limit.
 
Looking forward to assisting you further!

View comment · Posted Jan 13, 2025 · Destiny

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Destiny commented,

Community commentZendesk EAP - Article Multiplacement
Hello Christiane,
 
I hope you’re doing well.
 
I recommend reaching out to our Support team to continue troubleshooting your issue privately. To protect sensitive information, it’s best to communicate through our Support widget or contact center. You can follow this guide for assistance: Contacting Zendesk Customer Support.
 
Additionally, please coordinate with your account admin regarding the account assumption.
 
Thank you, and we look forward to hearing from you soon!

View comment · Posted Jan 10, 2025 · Destiny

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Destiny commented,

Community comment Q&A - Users, groups, and organizations
Hello Christine,
 
Thank you for reaching out regarding the issue with custom fields not being populated during the initial provisioning of end users in Zendesk via Azure Entra ID.
 
Given the situation you've described, I recommend that you first check with Microsoft Support just like what my colleague Mike has suggested. They may be able to provide insights into the provisioning process and confirm if there are any known issues or additional configurations needed on the Azure side.
 
If Microsoft Support can provide logs or any relevant information that could help us understand the issue better, please feel free to share those details with us. We would be happy to assist you further from the Zendesk side once we have that information. You may reach out to us by following this guide Contacting Zendesk Support. Additionally, sharing the timestamps of the requests would be beneficial for our investigation.
 
Thank you and we look forward to hearing from you. 

View comment · Posted Jan 06, 2025 · Destiny

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Destiny commented,

Community comment Q&A - Tickets and email
Hello Geoff, 
 
Thank you for reaching out! I’m glad to hear that your experience with Zendesk has been positive. Regarding your inquiry about adding asset tags (serial numbers of laptops/PCs) to tickets, I’d like to outline a few options available to you:
 
 
  1. You can create custom fields in Zendesk to store asset tags. Here’s how:
  • Create a Custom Field: In the Zendesk Admin Center, navigate to Objects and rules > Tickets > Fields. You can add a new custom field labeled "Asset Tag" where agents can manually input the asset tag when creating or updating tickets.
 
2. If you want to automate the process of pulling in asset tags from Active Directory or another system, consider the following methods:

a. Using the Zendesk API

You can create a script or application that queries Active Directory for user details, including asset tags, and then use the Zendesk API to create tickets, incorporating the asset tag into the custom field.
 

b. Third-Party Integration Tools

If you prefer a no-code or low-code solution, tools like Zapier or Integromat (Make) can connect Zendesk with your Active Directory or other databases. This allows you to automate the process of pulling in asset tags when a ticket is created.
 
3. If asset tags are tied to users, you can create a custom field in user profiles:
  • Create a Custom User Field: In the Admin Center, go to People > User fields. You can add a field for the asset tag and populate it manually or automate it through the API or integration tools.
 
While Zendesk does not directly pull asset tags from Active Directory like your previous system, these options can help you achieve similar functionality. If you need further assistance or have any questions regarding the implementation, we recommend consulting with your developer or considering professional services for more tailored support. Please note that our ability to assist with custom code is limited, and we are unable to provide specific scripts. 
 
Thank you for your understanding, and we appreciate your cooperation.

View comment · Posted Jan 06, 2025 · Destiny

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Destiny commented,

Community comment Feedback - Ticketing system (Support)
Hello Dietmar, 
 
Thanks for reaching out. 
 
The Help Center doesn’t show the specific type or name of forms used for requests for a few reasons:
 
  1. Privacy and Security: Keeping this information hidden helps protect user privacy and prevents misuse.
  2. User Experience: The Help Center wants to make things easier for users by focusing on the issues rather than the forms.
  3. Backend Management: The system handles requests internally without showing these details to users, which helps keep things organized.
  4. Standardization: Many platforms use a standard process for requests to ensure consistency, so specific details may not be shown.
     
If you are encountering issues with the forms, feel free to reach out to us following this guide Contacting Zendesk Customer Support. Thanks

View comment · Posted Jan 03, 2025 · Destiny

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Destiny commented,

Community commentZendesk EAP - Entity detection
Hi Tobias, 
 
Thank you for reaching out! I appreciate your interest in the feature. Unfortunately, it is not available at this time. I recommend keeping an eye on our Product Announcement page, where you can find updates on upcoming releases and features.
 
I apologize for not having more information to share at the moment, and I appreciate your understanding.

View comment · Posted Jan 03, 2025 · Destiny

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