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Madison Hoffman
Joined Apr 14, 2021
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Last activity Dec 16, 2024
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Latest activity by Madison Hoffman
Madison Hoffman commented,
Hey Laurel! You might want to check out this guidance: https://support.zendesk.com/hc/en-us/articles/4408838514202-How-can-I-alter-the-date-format-in-datatips
View comment · Posted Dec 16, 2024 · Madison Hoffman
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Madison Hoffman created an article,
We've heard feedback from many users in the Zendesk help center (support.zendesk.com) that you would like to have easier access to more video content to guide you in configuring, using, troubleshooting, and reporting on Zendesk.
What does this mean?
Starting December 4, you'll now see videos included in help center search results, and you'll be able to browse and search videos exclusively within our video library.
Select Video when searching to scope your results to include video. Note that videos are included in search results by default, among articles and Community discussions.
You can also find the video library by clicking the Video category from the home page or from the Knowledge base navigation bar:
What do I need to do?
If you prefer to learn from video, check out the video library or individual videos in search results. We'd love to hear your thoughts about our video offerings in this community discussion. For general assistance with your Zendesk products, contact Zendesk Customer Support.
Edited Dec 03, 2024 · Madison Hoffman
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Madison Hoffman created an article,
As Zendesk continues merging operations with Ultimate.ai, content from Ultimate’s Knowledge Base (support.ultimate.ai) will be available exclusively via Zendesk’s Help Center (support.zendesk.com) after November 20, 2024.
What does this mean?
Information about getting started with Ultimate, using Ultimate tools, and other topics like FAQs, advice, troubleshooting, and best practices for Ultimate will all live on support.zendesk.com rather than support.ultimate.ai.
What do I need to do?
Zendesk’s Help Center content is publicly accessible, so you won't need to log in to read articles or Community discussions, but you’ll need to log in to comment, up or downvote content, and to participate in Zendesk’s community discussions. Here’s how to sign up for free access. Access to Ultimate’s legacy Knowledge Base will be discontinued after November 20, 2024.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
Edited Nov 15, 2024 · Madison Hoffman
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Madison Hoffman commented,
Hey Steve Coleman , thank you for flagging that! I'll make sure the information is passed along to the support agent who assisted you and cascaded through other support managers. I also took this opportunity to capture a new article based on these findings (https://support.zendesk.com/hc/en-us/articles/7821308469274-Generative-replies-are-not-generating-answers) so that this information is easier for everyone to find in the future. Thanks for your patience and understanding!
View comment · Posted Aug 15, 2024 · Madison Hoffman
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Madison Hoffman created an article,
What’s changed
When you have a complex or non-urgent question or issue, we now recommend using our web form to contact Zendesk Customer Support.
To access the form
- Sign in to our Help Center at support.zendesk.com/hc/
- Select Submit a request from your profile menu:
- Select the appropriate form for your question or issue, and fill in the fields with your details
- Zendesk Customer Support will review your new request and reply through email
- Read and reply to our updates through your inbox, or view and manage the request in the Help Center under My activities > Requests:
Continue to use our messaging widget for live conversational support when you have an urgent issue or a simple, but time-sensitive question. This widget is available in your Zendesk account under Profile menu > Get help, or here in the Zendesk Help Center, in the lower right corner.
We still recommend interacting with Z Bot as a step in your journey seeking knowledge or help from Zendesk. Z Bot is trained and managed by real Zendesk experts and can provide personalized answers to common questions, generate answers from our articles, and even take action on your account for some common tasks.
Background on this change
In 2021, Zendesk decided to go “all in” on messaging and centralize intake of new requests through our messaging widget, leveraging Sunshine Conversations and Ultimate.ai in addition to messaging. This approach has allowed us to do a few things very reliably:
- Provide personalized, curated self-serve answers and automations through our chatbot
- Provide access to specific teams or channels for those with elevated entitlements
- Identify and authenticate the person submitting a request
- Prevent unauthorized or spammy contacts to our support teams
- Triage new requests to the appropriate Zendesk team
- Give agents visibility into each submitter’s journey prior to submission
While we feel confident that these capabilities have helped us streamline our business processes and serve you better in many scenarios, we’ve heard from customers in surveys, interviews, and focus groups that our messaging-forward approach wasn’t hitting the mark. Here’s what you told us:
- You need a more real-time conversational experience for urgent, simple, or time-sensitive questions
- You need more real estate and asynchronous email replies for complex and simple, non-urgent questions
- You don’t always want to interact with a chatbot in order to submit your question
Why change this now?
We wanted to be early adopters of messaging to experience any potential pitfalls or “aha moments” firsthand. We did, and we’ve confidently learned that for our use case, messaging is the best channel for live conversations. We see the addition of the ticket form as an opportunity to improve your asynchronous experience and provide choice in how you contact us. We’ve appreciated getting to read and hear your feedback, and think it’s never too early or too late to change for the better to meet your expectations.
If you have feedback or questions related to this announcement, visit our Community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
Edited Jul 12, 2024 · Madison Hoffman
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Madison Hoffman commented,
Hey Kyle! Did you see this tip from the community? https://support.zendesk.com/hc/en-us/community/posts/4409515169946-Requiring-a-ticket-attachment-if-a-particular-dropdown-option-is-selected
View comment · Posted Mar 20, 2024 · Madison Hoffman
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Madison Hoffman commented,
Hi Sara! Just to clarify, the changes we're announcing here only apply to this specific Help Center, support.zendesk.com. No changes will impact your own Help Center or how your agents & end users find/use information there.
View comment · Posted Mar 18, 2024 · Madison Hoffman
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Madison Hoffman commented,
Wilson Ho, unfortunately I don't think anything in this tutorial would cover that use case. In method 3, you specify unique URLs to redirect. But looking at the bigger picture, I would question the UX of automatically redirecting a broken link to point to your home page. As an end user that could be a confusing experience. Would it maybe be better to customize the error state template to make it easy to get back to the home page instead? Could you share a little more about your use case?
David Morton, I'll ask the Guide team to look into this!
View comment · Posted Dec 08, 2023 · Madison Hoffman
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Madison Hoffman commented,
Hi Bulent Yazici, I'm sorry to hear you haven't heard back! I'll find your ticket with your account manager along. Our Bot is in place in part to make sure your issue gets routed to the right team but I promise we're not trying to prevent you from reaching a person. Once your ticket is with a person the bot no longer has control of the conversation.
View comment · Posted Nov 01, 2023 · Madison Hoffman
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Madison Hoffman commented,
Hey Lesley, I can't replicate this. Sorry if this sounds like a silly question, but just to confirm did you make additional changes after hitting Save? In my account, I can see that the Save button is only greyed out until I make additional changes to the article that need to be saved.
View comment · Posted Oct 25, 2023 · Madison Hoffman
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