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Hubert C

Joined Apr 14, 2021

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Last activity Sep 27, 2024

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ACTIVITY OVERVIEW

Latest activity by Hubert C

Hubert C created an article,

ArticleExplore recipes

Available on Suite Professional plans and aboveAvailable on Explore Professional plans and above

In this Explore recipe, you'll learn how to create a report that shows a log of customer satisfaction rating survey requests sent, split out by requester name and email.

What you'll need

Skill level: Beginner

Time required: 10 minutes

Building your report

  1. In Zendesk Explore, click the reports () icon.
  2. In the Reports library, click New report.
  3. On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
  4. In the Metrics panel, click Add.
  5. From the list of metrics, choose Tickets and then click Apply.
  6. In the Rows panel, add the attributes Requester name and Requester email and click Apply
  7. In the Filters panel, click Add, select Ticket satisfaction rating, and click Apply.
    filter.png
  8. Click the Ticket satisfaction rating filter you just added, select Offered, and click Apply
  9. Give your report a descriptive name and click Save.
The Explore report is now complete. This report shows the number of tickets, split out by requester name and email, where a customer satisfaction rating survey request was sent (but received no response). 
final_report.png
Tip: To report on survey requests that were responded to, update the Ticket satisfaction rating filter to show the Good and/or Bad values, as desired.

Edited Jun 21, 2024 · Hubert C

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Hubert C created an article,

ArticleHelp with objects and rules

In this tutorial, you'll learn how to tag a user using a trigger. You will also find if a tag was added by a trigger.

The workflow includes the steps below.

Using a trigger action, you can't directly add user tags to the profile of a user. As a workaround, create a custom workflow using this action: Requester | Custom user field, which will then add a tag.

Step 1: Create a custom user field

  1. Create a custom user field select the drop-down field type
  2. Add the user field values with tags. This example adds the vip user tag
  3. Click Save

Step 2: Create a trigger

  1. Create a trigger
  2. Add the ticket conditions for your user tag
  3. Under Actions, add Lookup relationships > Requester > Your custom user field | Select the user field value
  4. Click Save
    Action

The trigger adds the vip tag to the user and any subsequent tickets from that user.

Step 3: Verify if a user tag was added by a trigger

Use the below steps to verify if a user tag has been added by a trigger.

  1. Go to Admin Center > People > User fields > Open your user field, and locate the digits right after the Custom field ID at the top of the page

    1.png

  2. Use the URL below and replace fieldID with the user field ID found in point 1, and your Zendesk subdomain instead of yoursubdomain
    https://yoursubdomain.zendesk.com/api/v2/user_fields/fieldID
    In the results, note the numerical value that will appear after "id"

    2.png

  3. Using this URL below, replace yoursubdomain with your actual Zendesk subdomain:
    https://yoursubdomain.zendesk.com/api/v2/triggers/active.json?active=true&page=1
  4. On that page, look for the value ID from point 2 in the trigger list
    The name of the trigger will appear, along with the custom user field value and tag:

    3.png

Edited Jan 03, 2025 · Hubert C

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Hubert C created an article,

ArticleHelp with objects and rules

Issue symptoms

I tried to edit the ticket subject field but the edit does not appear in either the ticket events or the ticket subject itself.

Resolution steps

This issue occurs because of two primary reasons:

  • The subject ticket field is not activated.
  • The field is not set up to be editable by end users.

If either of these is not set up properly, make the corresponding change to ensure that the field is both active and editable for end users. 

activate field for end users

For more information on how to make this change, see this article: Editing and managing your ticket fields.

Edited Aug 21, 2024 · Hubert C

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Hubert C created an article,

ArticleHelp with settings and billing

Question

What is the minimum internet speed requirement for Voice and live chat?

Answer

Zendesk doesn't have a set requirement for minimum speed because there are external factors that can affect the network speed. As a general rule, each agent connected to your network should have a stable network connection of 10Mbps for both upload and download speeds.

If you have concerns about network issues for agents on Talk, access the network test by Twilio on the agent's browser to diagnose potential issues with your network connection. The test specifies your network details which include common issues highlighted in red.

For more information about the Talk network requirement, see the article: Talk network requirements.

For more information about the Chat network requirement, see the article: How do I configure my network for Chat?

Edited Feb 03, 2023 · Hubert C

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Hubert C created an article,

ArticleHelp with email

Issue symptoms

I created a trigger using the Ticket > Received at condition, and it is now firing on all tickets. 

Resolution steps

When you forward incoming emails to your account, Support recognizes these tickets as being received at your Zendesk support email address. This means that any trigger that uses the Ticket > Received at condition fires in the following situations:

  • The email recipient is your Zendesk email address (support@yoursubdomain.zendesk.com).
  • The email recipient is an external email address (support@yoursubdomain.com) that forwards emails to the Zendesk email address of your account.

To prevent the trigger from firing in emails received at a Zendesk support email address, change the trigger to target the external email address only: Ticket > Received at | Is | support@yoursubdomain.com.

For more information, see the article: Trigger conditions and actions reference

Edited Dec 01, 2023 · Hubert C

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Hubert C commented,

Community comment Q&A - Help center and community

Hello Himanshu,

Guide Lite does not include the functionality of submitting and tracking requests in the help center Customer Portal which is essentially ticket forms. 

For more information regarding this functionality, please refer to the article link below.

 

View comment · Posted Sep 07, 2021 · Hubert C

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Hubert C commented,

Community comment Q&A - Tickets and email

Hello Sunita,

I am afraid this is working as design as specified in article Causes for ticket suspension.

Out of office and vacation auto-generated response emails are suspended by our system.

If you would like to turn these emails into tickets, please remove the words 'vacation', 'Out of Office', 'Auto-reply', or any similar terminology from the email subject and headers. Please contact your email provider for details on adjusting email settings. 

 

 

 

View comment · Posted Aug 09, 2021 · Hubert C

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Hubert C commented,

Community comment Q&A - Tickets and email

Hello Jamie, 

I think our side conversation functionality will work for your workflow that you are trying to accomplish.

Please refer to article Using side conversations in tickets and Using side conversation child tickets for more information.

 

 

View comment · Posted Jul 07, 2021 · Hubert C

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Hubert C commented,

CommentSingle sign-on

 Thank you for this information! 

View comment · Posted Mar 19, 2021 · Hubert C

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Hubert C commented,

CommentSingle sign-on

Hello Aggelos!

I understand you've chatted with our colleague regarding this issue and was able to resolve it on your own.  If you have any tips on what you did to resolve it, we'd love to know! 

View comment · Posted Mar 18, 2021 · Hubert C

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