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Kyle Jones
Joined Apr 16, 2021
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Last activity Jun 23, 2022
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Latest activity by Kyle Jones
Kyle Jones commented,
Hey there Luigi,
That's a great question! From my understanding, these emails should also be visible on the Deal page as long as you've connected the contact (email) to the deal itself. When you get to the Import your Data section you should be able to see what will happen to the contacts added to the deal.
Kyle Jones | He/They
Technical Support Engineer
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View comment · Posted Sep 28, 2021 · Kyle Jones
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Kyle Jones commented,
Hey there Andy,
I've created a ticket we can work together in, since I'll need to investigate your account. Normally, we do not assist with custom code within Support, but I would like to see if I can point you in the right direction. I hope members of our community can also jump in with advice here!
Kyle Jones | Technical Support Engineer
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View comment · Posted Jul 20, 2021 · Kyle Jones
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Kyle Jones commented,
Hey there Carmen!
Technically, there is nothing stopping you from embedding your chat widget behind an agent only login, or on a page specifically for your agents. Then you could implement some type of routing that would route all of your agents to the proper agent to agent department. You would ideally set this up to reference a user tag, or the site URL the widget is on and then point it to the department desired. An example routing setup is available here Automatically Route Chats to Departments.
There is nothing that should prevent your agents from using the chat widget, as it should be available to them, you'll just want to ensure routing is correct to ensure the agents are routed to the proper place.
View comment · Posted May 09, 2021 · Kyle Jones
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Kyle Jones commented,
Hello there Amber,
For clarity, is it alway the same requester? If so, you could potentially put that requester's email in the macro for your agents to cut/paste into the requester field to make it easier to find them. Additionally, the side-bar field should auto-fill requesters when you start typing them.
Sadly, I couldn't find any news about this being on a potential road-map, so I can't confirm if this feature is being worked on or looked at. However, any further details about why this would be needed within your work-flow could potentially offer our Product Team a bit more insight.
I hope this helps,
View comment · Posted Mar 04, 2021 · Kyle Jones
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Kyle Jones commented,
Hey there Jorge!
I can definitely see the use-case for this. Unfortunately, our API is limited to the number of roles it can display and will only show "Admin" or "User" judging by our information here: https://developers.getbase.com/docs/rest/reference/users.
Unfortunately, from what I could find in our documentation there wouldn't be a work-around to pull this information.
View comment · Posted Jan 09, 2021 · Kyle Jones
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Kyle Jones commented,
Hey there Zac,
This is a great question. I've done some research on my end and it doesn't look like there's a way you can work-around an admin setting this. I tried to frankenstein a custom role together to see if there was a specific setting that would allow access, but the app's access doesn't appear to be tied to a role attribute listed within our options for customization.
However, I think this is great feedback and I can definitely pass it along on my end. Thank you for bringing this to our attention and I'm very sorry I didn't have better news here.
View comment · Posted Oct 09, 2019 · Kyle Jones
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Kyle Jones commented,
Hey there Ayal,
Unfortunately, at this time there isn't a way to undo or rollback the changes within the Explore once you've published that dashboard. When you add the appropriate changes this should send another email with the appropriate Dashboard, which isn't exactly a solution, but they'll have the updated Dashboard as a newer email.
I'm very sorry for the inconvenience here,
View comment · Posted Sep 03, 2019 · Kyle Jones
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Kyle Jones commented,
Hey there Danny,
That's a very good question. If you weren't adding filters to the queries, there is another way to save the state of your widget without needing to apply the filters every time. This would be via Bookmarks, when you add a bookmark interactive widget, it freezes the current state of filters. Viewers can switch to different bookmarks to see different filter states.
I'd recommend checking out this article here: https://support.zendesk.com/hc/en-us/articles/360022185254-Adding-interactive-dashboard-widgets#topic_kbd_rzg_2v that talks over adding Bookmarks and just how you can set them up.
I hope this helps!
View comment · Posted Aug 03, 2019 · Kyle Jones
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Kyle Jones commented,
Hey There Bill,
These are very good questions, and I'm pretty sure I have a solution for you regarding this! Within Explore we have a metric you can used called "Assigned unsolved tickets" this should pull all open, assigned tickets and if you were to add a filter for the date (I recommend using Ticket Requester Last updated), and Assignee name to your filter.
The Assigned Unsolved Tickets metric is here: ( IF ([Assignee ID] != NULL AND [Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") THEN [Ticket ID] ENDIF ).
For the second question to create a monthly report for your solved tickets you would need to use the date filter "Tickets Solved - Month"; I would recommend using the advanced filter to specify a repeated date range. Please see below;
That would be correct about the backlog feature, this feature will show you a snapshot of unsolved tickets at any given date, you could equally build this within the backlog tickets data set, but that is a bit more rigid and depends heavily on daily syncs. The other downside that I can think of off-hand would be that Backlog metrics can only be filtered or sliced by attributes that exist within the Support: Backlog History. This is because the backlog dataset is isolated and does not connect to other data in Zendesk.
You can Explore both options equally to see what jives best with you, and if you have any additional questions definitely follow-up!
View comment · Posted Jul 06, 2019 · Kyle Jones
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Kyle Jones commented,
Hey there Shirin,
I've created a ticket for you! I believe this is something we'll have to dig into here. Thank you!
View comment · Posted Nov 03, 2018 · Kyle Jones
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