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Stephen Fusco

Joined Apr 14, 2021

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Last activity Jul 23, 2024

Zendesk Digital Resources Team

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ACTIVITY OVERVIEW

Latest activity by Stephen Fusco

Stephen Fusco created an article,

ArticleHelp with support and ticketing

Available on all Suite plansAvailable on all Support plans

You can schedule a ticket to automatically reopen by combining several Zendesk features. This workflow allows your agents to put a ticket into the On-hold status and utilize the Due date field on the ticket to specify when it should be reopened.

Workflow overview

  1. Agent applies a macro that adds a tag, sets the ticket status to On-hold, and changes ticket type to Task
  2. Agent selects the date that they want the ticket to reopen from the Due date field
  3. Agent submits ticket
  4. Automation runs on the selected date and changes the ticket status back to Open

To achieve this workflow, set up the following:

Step 1: Add an On-hold status

By default, the On-hold status is not active on your account. If you have not done so already, navigate to Admin Center to add an On-hold ticket status.

Step 2: Create a macro for your agents

A macro helps your agents adhere to the workflow and ensure that ticket properties are set accurately. The most important aspect of the macro will be adding a tag that the automation will use to identify the tickets it needs to run on. This differentiates it from other Task tickets in your account where you do not need the automation to run. You can use whatever tag makes sense for your business. In this example, we use the tag schedule_reopen.

To create the macro

  1. Navigate to Admin Center, and add a macro
  2. Add a Macro name and Description
  3. Under Actions, select:
    • Type | Task
    • Ticket status | On-hold
    • Add tags | enter a custom tag
  4. Click Create

scheduled_reopen_macro_actions.png

Step 3: Create the automation

The final step in achieving this workflow is to create an automation. It uses the Due date field, tag, and ticket status created in the previous steps to identify the tickets it needs to run on.

To create the automation

  1. Navigate to Admin Center, and add an automation
  2. Add an Automation title
  3. Under Meet all the following conditions, select:
    • Ticket: Status category | Is | On-hold
    • Ticket: Type | Is | Task
    • Ticket: Tags | Contains at least one of the following | enter the tag you used in step 2
    • Ticket: Hours since due date | (calendar) Great than |
  4. Click Create automation 

Create an automation to schedule a ticket to reopen at a specific time.png

Contributed by community member Ahmed Zaid.
For the original conversation, see this post: How to snooze a ticket.

Edited Feb 19, 2025 · Stephen Fusco

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Stephen Fusco created an article,

ArticleHelp with settings and billing

Question

What does VAT or GST number mean on the payments page in Admin Center?

Answer

Some countries require their businesses to register for Value Added Tax (VAT), also known as Goods and Services Tax (GST) in certain countries. The VAT or GST number is a unique identifier issued by the country's tax authority for collection of the tax.

Registration requirements vary by country but Zendesk is required to collect VAT or GST numbers for businesses based in the following countries:

  • Singapore
  • India
  • Chile
  • Colombia
  • Norway
  • Switzerland
  • Turkey
  • Brazil

You can update your VAT/GST number on the payments page in Admin Center. This value must correspond to your shipping address rather than the billing address. By entering your VAT number on the Payments page, you are agreeing to take on the tax requirements for your purchase.

If you are based in one of these countries and do not provide your VAT or GST number, then Zendesk will levy VAT or GST on your purchases.

For more information, see this article: Managing payments.

Edited Nov 19, 2024 · Stephen Fusco

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Stephen Fusco created an article,

ArticleHelp with help center

Question

How can I separate an internal help center for my agents while maintaining a public-facing help center for my customers?

Answer

Utilize user segments to divide a help center among various groups. User segments are used to distinguish whether an article is internal only or available to your customers.

The pre-built Agents and managers user segment can facilitate the creation of internal documentation. Adopt a consistent naming convention for easy identification of internal documents by agents. A common method is appending the term "Internal" to agent-specific documentation. Group internal documents into separate sections within the help center for better content management.

For additional information on user segments, consult the article: Creating user segments for Guide user permissions.

Edited Dec 04, 2023 · Stephen Fusco

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Stephen Fusco created an article,

ArticleHelp with support and ticketing

Question

Is it possible to view or edit other users' personal macros?

Answer

Only admins can view and edit personal macros made by other users. These macros can be accessed and edited by using the macros API endpoint. Admins can also see macros created by other agents in Admin Center, where they can clone them and make them available for all agents to use.

For more information on macros, see these articles:

Edited Sep 15, 2023 · Stephen Fusco

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Stephen Fusco created an article,

ArticleHelp with reporting and analytics

Question

Can I create a report that shows me the number of tickets created after a customer first searches for an answer in the help center?

Answer

No, there are no Explore attributes or metrics that can isolate if specific tickets were created after performing a search in your help center. The search term and the ticket connect through the help_center_data cookie, which stores the user's search term to check whether a ticket was created after that search term.

However, you can use the Tickets created / search ratio to understand submissions from your help center more generally. This metric is available within the Guide - Search dataset.

ticket to search ratio in Explore

A report of this data is also available as part of your default Guide dashboard under the Search tab. Open the Guide dashboard in Explore, click Search, and scroll down to the bottom of the dashboard page to view the report.

Ticket to search ratio report in Guide dashboard

This metric takes the number of tickets created from your help center and divides it by the number of searches on your help center. A high ticket to search ratio indicates that your customers are not performing as many searches prior to submitting their tickets. A low ticket to search ratio indicates that your customers are searching and not submitting as many tickets afterward.

For more information about the ticket to search ratio, see this article: Analyzing your help center search results with Explore.

Edited Jan 24, 2025 · Stephen Fusco

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Stephen Fusco created an article,

ArticleHelp with reporting and analytics

Question

Is it possible to create a report about a specific user

Answer

Yes, you can filter most reports by a specific user attribute. Not all datasets contain the same user attributes but most contain at least one property that can be used to create a report on a specific user. Once you have identified the attribute you want to use, you can filter it to a specific person. Use the metrics and attribute reference articles to find a user attribute that will work for your report.

For more information on filtering your reports, see these articles: Filtering a report.

Edited Jan 24, 2024 · Stephen Fusco

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Stephen Fusco created an article,

ArticleHelp with reporting and analytics

Question

Is there a report that shows the contact reasons of my customers?

Answer

There is no prebuilt report to categorize your tickets into themes or contact reasons. However, you can use custom fields to categorize your tickets manually. Use a drop-down field, for example:

example of a custom about field on a ticket form

With Explore, you can also track these fields over time in a custom report.

Alternatively, use the intelligent triage feature. Artificial intelligence models will predict and automatically set an Intent to your tickets. The Intent field can be reported on in Explore in the same way that a custom field would be reported on and you can use the intelligent triage dataset and prebuilt dashboard. Intelligent triage is part of the Advanced AI add-on. For more information on intelligent triage, see the article: Automatically triaging tickets based on intent, language, and sentiment.

Another option is to use Content Cues and analyze your tickets to identify themes automatically.

Edited Oct 08, 2024 · Stephen Fusco

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Stephen Fusco created an article,

ArticleHelp with reporting and analytics

Issue symptoms

When I use the drill in function on my report, I receive the following error: An error occurred. Contact Zendesk Customer Support (error code 5).

image of the error code 5 when using drill in function

Resolution steps

This error indicates that something went wrong when trying to execute a function in Explore. Clear your cache and cookies to rule out browser issues. If the issue does not resolve, contact Zendesk Customer Support.

Edited Aug 09, 2024 · Stephen Fusco

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Stephen Fusco created an article,

ArticleHelp with voice

Question

In Explore I see two metrics, Calls and Completed calls, how are they different?

Answer

The Calls metric shows you all calls received by your account regardless of completion status. This includes calls that connected to an agent, calls that were never answered, and calls that were abandoned in the queue, in a voicemail, or in the IVR. 

The Completed calls metric only shows calls that successfully connected with an agent. 

For more information, see these articles: Metrics and attribute reference for Zendesk Talk

Edited Jun 05, 2023 · Stephen Fusco

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Stephen Fusco created an article,

ArticleHelp with bots and automation

Question

I only want my customers to interact with autoreply. Can I use Zendesk Chat without needing to have my agents respond?

Answer

Yes, you can configure the Web Widget (Classic) to be self-service only. With this configuration, your customers would only interact autoreply and would not be given the option to chat.

To configure an autoreply only widget

In Admin Center, click () Channels in the sidebar, then select Classic > Web Widget.

autoreply with articles

Toggle off Chat and toggle on Autoreply with articles

This configuration removes Chat with an agent as an escalation path in auto-reply. If you still want your customers to be able to submit support requests from the widget toggle on Contact form in your widget settings:

Contact form

Note: AI agents are available on a trial basis and also allow you to use AI-powered bots.

For more information on configuring autoreply in your widget, see the article: Enabling article recommendations in Web Widget (Classic).

Edited Dec 30, 2024 · Stephen Fusco

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