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Jon Daniels

Joined Apr 16, 2021

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Last activity Feb 17, 2025

Zendesk Customer Care

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ACTIVITY OVERVIEW

Latest activity by Jon Daniels

Jon Daniels commented,

CommentHow to fix access issues

Greg Rawlins I am contacting you directly to help troubleshoot this agent's login. Talk to you there!

View comment · Posted Jun 05, 2024 · Jon Daniels

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Jon Daniels commented,

CommentExplore recipes

Hi Sarthak Sahu this is unrelated to the article you are posting on, but reporting on the resolution time is much easier to do with the Full Resolution Time metric in the Support - Tickets dataset, outlined here:

Explore recipe: Reporting on full resolution time

 

Full resolution time is defined as the time between when a ticket is created to when it is solved for the last time, which is what it looks like you are going for.

If you run into any issues building this, just message us from within Support! (Click your avatar in the upper right, then choose “Get Help”) - we'll be happy to help you brainstorm.

View comment · Posted Jun 05, 2024 · Jon Daniels

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Jon Daniels commented,

CommentUsing AI agents for messaging

Anthony Woodley we have a video tutorial/demo of the Bot Builder here! https://www.youtube.com/watch?v=RIb1BOno6uA 

 

Hope this helps you get introduced to the platform, and our article About the bot builder should help get you more detailed information once you have the intro!

View comment · Posted May 30, 2024 · Jon Daniels

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Jon Daniels commented,

Community comment Q&A - Help center and community

Hi Lil! We addressed this a bit in your ticket regarding this, and with our investigation together it seems it was related to custom code in the theme itself.
Please follow up on our ticket if your team continues to run into issues with this, especially if it persists in the default Copenhagen theme - while we can't help with custom code directly, we will be happy to help you ensure the underlying functionality at the very least!

View comment · Posted Nov 16, 2023 · Jon Daniels

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Jon Daniels commented,

Community comment Feedback - Reporting and analytics (Explore)

To add a bit of clarification from our prior conversation - you're looking to export the list of reports that is visible in Explore (along with the updated at, user who created, etc).

I agree this would be very useful, so thank you for sharing your feedback here!

View comment · Posted Jun 05, 2023 · Jon Daniels

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Jon Daniels commented,

Community comment Developer - Zendesk APIs

Hi Sara!

I would first start with this article to get some of the basics of what you can do: What are my ticket export options?

For accounts on any plan, utilize the API. To export tickets in bulk, use the API end-point of the incremental ticket events with comment_events in side-load.

There is more detail on how to use the incremental export endpoint here: Using the Incremental Exports API.

The supported side-loads for Tickets are as follows:
brands, custom_statuses, users, groups, organizations, last_audits, metric_sets, dates, sharing_agreements, comment_count, incident_counts, ticket_forms, metric_events (single ticket), slas (single ticket)

Hope this helps your team get started on this process! While we can't assist with custom code or scripting that would be required for this, we'll do our best to address any issues you run into as you query these endpoints - reach out to us in-product any time!

View comment · Posted May 09, 2023 · Jon Daniels

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Jon Daniels commented,

Community comment Feedback - Voice (Talk)

Thanks for the clarification, Lloyd! Talk only looks at the agent availability when the call routes to the group - if the agent is in a call, the agent is in a call (regardless of the group the call came through), and the call should immediately route to the next available agent with the most time since the last answered call.

If you have any examples where you are seeing different behavior, please start a direct conversation with us from within Zendesk (from the "get help" option under your avatar in Zendesk), and we can help you investigate your routing on specific call IDs/Ticket numbers in detail!

View comment · Posted Apr 28, 2023 · Jon Daniels

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Jon Daniels commented,

Community comment Feedback - Voice (Talk)

For your first question, this should go to the agents that answered calls the longest ago - If possible, please reach out to us from within Zendesk directly and share any call examples that you are saying were routed to the first agent (Rep A) but should have been routed to agents (Rep B & C) - with some examples, we can look at the call routing on the back-end and find out exactly why calls were routed where they were (and what specific state the other agents were in when the call came in and was routed to the agent you don't think it should have been routed to).
Also, you'll want to make sure your Maximum Queue wait time is long enough to give these other agents a chance to answer (if it's too short, the call can go to voicemail before other agents have a chance to answer)


As for your second group question, once the call is routed to that secondary group, all the system is looking at is the availability of the agents in that group - it's not performing any logic on the group itself, only the agents within it and their availability.

Looking forward to helping you troubleshoot this in detail directly!

View comment · Posted Apr 24, 2023 · Jon Daniels

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Jon Daniels commented,

Community comment Feedback - Voice (Talk)

Can you clarify your question or issue further? If you have calls set to route to multiple groups, agents in the first group will be routed the call in a round robin fashion, after which the next group will be routed the call (until your Maximum queue wait time value is met and the call routes to voicemail or ends if you have voicemail off).

View comment · Edited Apr 19, 2023 · Jon Daniels

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Jon Daniels commented,

Community comment Feedback - Reporting and analytics (Explore)

This is a good idea, Andy!

Currently the closest feature that's built-in (for Enterprise Guide and Suite Enterprise) is this "review article" feature in Guide, where articles can be set to remind the author on a set periodic time that an review and/or update is needed:
Setting reminders to review and verify articles

I agree that the feature you're requesting is very useful, so I'm hoping we can build something like this into Explore going forward.

View comment · Posted Mar 03, 2023 · Jon Daniels

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