Recent searches
No recent searches

Tod Brown
Joined Apr 14, 2021
·
Last activity Feb 23, 2024
Following
0
Followers
0
Total activity
37
Votes
14
Subscriptions
9
ACTIVITY OVERVIEW
BADGES
ARTICLES
POSTS
COMMUNITY COMMENTS
ARTICLE COMMENTS
ACTIVITY OVERVIEW
Latest activity by Tod Brown
Tod Brown commented,
My name is Tod, and I am with the Zendesk Advocacy Team.
As I understand it, you inquiring about the ability to post new articles to the front of the homepage.
At this time, there's not a native way to accomplish this, however, this could likely be accomplished using a custom script via the API.
This is the Articles endpoint, that you'd need to publish: https://developer.zendesk.com/api-reference/help_center/help-center-api/articles/
Best regards,
Tod
View comment · Posted Oct 17, 2023 · Tod Brown
0
Followers
0
Votes
0
Comments
Tod Brown commented,
Hi Lucas,
My apologies for any confusion I may have caused here.
Regarding that ticket, you would not have access to that ticket, due to not being the Requester. My apologies, as I had been replying to the requester of this post, via the ticket.
However, the solution that was offered was to look at the ACS URL, to see if there is a / at the end of the address.
If there is, remove that.
If that isn't the case, I'd recommend submitting a ticket to Support regarding this matter.
Best regards,
Tod
View comment · Posted Apr 12, 2022 · Tod Brown
0
Followers
0
Votes
0
Comments
Tod Brown commented,
Hi Chad,
This is Tod with the Zendesk Customer Advocacy Team.
It's been too long! I hope you are doing well!!!!!
Regarding the inquiry about the Proactive Tickets and Contextual Workspaces, I have confirmed that it is not possible to load the details for a Contextual Workspace until the ticket already exists.
This is due to the fact that the Workspaces look at ticket conditions to determine which workspace should qualify.
Let me know if you have any questions.
Best regards,
Tod
View comment · Edited Mar 03, 2022 · Tod Brown
0
Followers
1
Vote
0
Comments
Tod Brown commented,
My name is Tod, and I am with the Zendesk Customer Advocacy Team.
I see this ticket was opened, but that you'd actually had this issue resolved on another ticket, #9953237 with Oscar.
As such, I am going to set this ticket to Solved.
Best regards,
Tod
View comment · Posted Jan 21, 2022 · Tod Brown
0
Followers
0
Votes
0
Comments
Tod Brown commented,
My name is Tod, and I am with the Zendesk Customer Advocacy Team.
Regarding the inquiry about the automatic assignment of a group to an organization, you could do this via a trigger if you have brands that you want to use as the variable.
Here's a screenshot I created in my test account, where a ticket is updated, and the brand is Brand-X, the organization is not blank, and the group is not Brand-X. It uses that to change it to Brand-X for the group, in the actions:

This would work, but I'm not sure if it will work with your specific workflow in mind.
Please do not hesitate to use a ticket ID in your account as an example in any elaboration on the wished-for workflow, so we can work on getting you there.
Looking forward to helping you resolve this issue.
Best regards,
Tod
View comment · Posted Jan 03, 2022 · Tod Brown
0
Followers
0
Votes
0
Comments
Tod Brown created an article,
When you deal with a lot of customers, it's very easy for some of the more upset ones to fall through the cracks. More often than not, you can prevent upsetting customers by keeping track of your escalated tickets. This support tip will help you create triggers to escalate your tickets more effectively.
Custom triggers are only available on the Team, Professional, and Enterprise plans.
Creating your group
- In Admin Center, click
People in the sidebar, then select Team > Groups.
- Click Add group.
- Name the group Escalations, then select agents you want to handle escalated tickets.
- When you're finished, click Save.
Creating your triggers
You can manage your escalated tickets with three types of triggers. For more information on creating custom triggers see, Streamlining workflow with ticket updates and triggers.
Escalation triggers
Your first trigger will escalate tickets based on the text your requester uses in their ticket.
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Triggers.
- Click Add trigger.
- Name your trigger.
- Under Meet ALL of the following conditions, click Add condition.
- Select Ticket>Status category>Less than>Solved.
- Click Add condition again, then select Ticket>Tags>Contains none of the following>Escalated_Customer.
Note: It is important to add this trigger so you create a nullifying condition to prevent the trigger from running over and over again.
- Under Meet ANY of the following conditions, click Add condition.
- Select Ticket>Comment Text>Contains at least one of the following words.
You will want to insert common words and phrases found when customers are upset.
- Under Actions, click Add action.
- Select Ticket>Add Tags>Escalated_Customer.
- Click Add action again, then select Ticket>Priority>Urgent.
- Click Add action again, then select Ticket>Group>Escalations.
- Click Create.
Bad CSAT triggers
Your second set of triggers will escalate tickets with poor satisfaction ratings both with and without comments.
Without comments
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Triggers.
- Click Add trigger.
- Name the trigger Bad without comment.
- Under Meet ALL of the following conditions, click Add condition.
- Select Ticket>Status category>Less than>Solved.
- Click Add condition again, then select Ticket>Tags>Contains none of the following>Bad_CSAT_no_comment.
- Click Add condition again, then select Ticket>Satisfaction>is>Bad.
- Under Actions, click Add action.
- Select Ticket>Add tags>Bad_CSAT_no_comment.
- Click Create.
With comments
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Triggers.
- Click Add trigger.
- Name the trigger Bad with comment.
- Under Meet ALL of the following conditions, click Add condition.
- Select Ticket>Status category>Less than>Solved.
- Click Add condition, then select Ticket>Tags>Contains none of the following>Bad_CSAT_with_comment.
- Click Add condition, then select Ticket>Satisfaction>Is>Bad with comment.
- Under Actions, click Add action.
- Select Ticket>Add tags> Bad_CSAT_with_comment.
- Click Create.
Agent touches
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Triggers.
- Click Add trigger
- Under Meet ALL of the following conditions, click Add condition.
- Select Ticket>Status category>Less than>Solved.
- Click Add condition again, then select Ticket>Tags>Contains none of the following>3touch_or_more.
- Click Add condition again, then select Ticket>Agent replies>Greater than>3.
- Under Actions, click Add action.
- Select Ticket>Group>Escalations.
- Click Add action, then select Ticket>Add Tags>3touch_or_more .
- Click Create.
Creating your view
You can now create a view for your Escalations group. Creating a view will enable your agents to easily identify the tickets that need their attention.
- In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Views.
- Click Add view.
- Name the view Escalations.
- In Who has access, select Agents in specific groups, then in Choose which groups have access, select Escalations.
Note: You want to select this group to prevent agents who do not handle escalations from having access to the tickets.
- Under Meet ALL of the following conditions, click Add condition.
- Select Ticket: Tags>Escalated_Customer, 3touch_or_more, Bad_CSAT_no_comment, and Bad_CSAT_with_comment.
- Under Group by select Latest Update.
- Under Order by, select ID.
- Click Save.
This process is going to solve many of your escalations from wasting your time, the customer's time, and everyone's sanity. You can prevent customers from falling through the cracks, by placing an urgent status on them, as well as escalating them to a specific group of agents trained to solve escalated tickets.
Edited Jun 21, 2024 · Tod Brown
9
Followers
21
Votes
4
Comments
Tod Brown created an article,
Issue symptoms
My agents use Microsoft Outlook. Sometimes when they reply in a ticket, their response pulls the entire email chain into their direct response.
Resolution steps
The reason why some responses from your agents pull the entire email chain in their most recent update is due to the default behavior of their mail provider. Outlook includes by default the original message text when a user replies or forwards their message.
To solve this issue, have your agents change the appearance of the original message to Do not include the original message. Have your agents follow the instructions described in this article from Microsoft Support: Change how the original message appears in replies and forwards.
For more information on other common email issues, see the article: Common email channel problems
Edited Jan 24, 2024 · Tod Brown
0
Followers
9
Votes
6
Comments
Tod Brown commented,
Hi Casey,
My name is Tod with Zendesk Customer Advocacy, and I want to apologize for how long it has taken to get back to you on this.
Regarding the feedback here about the Start Date Field for the rules on reviewing the articles, I am adding this as Product Feedback so our Product Team is aware of the request and suggestion here, as well as the scope of the utility it would provide.
Let us know if you have any questions.
Best regards,
Tod
Shift: Sunday - Thursday
View comment · Posted Apr 02, 2021 · Tod Brown
0
Followers
0
Votes
0
Comments
Tod Brown commented,
My name is Tod, and I am with the Zendesk Customer Advocacy Team! In order to add the ticket ID to anything, including the subject, you'd want to use this placeholder(minus any of the spaces): 6434138.
Also, here's our Placeholder Reference Guide link: https://support.zendesk.com/hc/en-us/articles/203662156-Zendesk-Support-placeholders-reference.
Let me know if you have any questions.
Best regards,
Tod
View comment · Posted Mar 15, 2021 · Tod Brown
0
Followers
0
Votes
0
Comments
Tod Brown commented,
Hi Sidd, My name is Tod, and I am with the Zendesk Customer Advocacy Team. First, I'm sorry about the length of time this has taken to get back to you. Regarding the inquiry about the hash value,, we do not measure hash values in Explore. We do, however, have the ability to report on tags, and you could add tags to tickets created in the process you've described if you are using triggers to create these new tickets. By doing that, as per the article Reporting with tags, you could report on the number of tags added to a ticket.
Let me know if you have any questions.
View comment · Posted Mar 15, 2021 · Tod Brown
0
Followers
0
Votes
0
Comments