Dan Cooper
I've been a Zendesk admin since 2013. I started as a leader needing a ticket solution and found myself loving being a system admin. I got Zendesk certified, became a Zendesk community moderator, and found myself propelled into a the tech sector based on my work with Zendesk. Over the years I've learned tons of tips and tricks, built several internal Zendesk apps, and have built and maintained ~20 Zendesk instances. Glad to be here!
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Total activity444
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Last activity
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Activity overview
Latest activity by Dan Cooper-
Dan Cooper commented,
It's great to see some progress on getting data out of Explore. Are there plans to include Guide datasets as part of the beta? We currently use API access to pull much of our data into BigQuery, ...
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Dan Cooper commented,
Nice! Will there be an option to pin an article via the app framework or API?
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Dan Cooper commented,
Sarah Seiwert it looks like Ronald was able to answer your question about how to use dynamic content. It's not a necessary step, but it helps clean up the errors and allows you to reuse the same d...
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Dan Cooper commented,
Scott Allison it's great to see this finally come out and I hope it sets the stage for some quick enhancements in this space. We really want first and next reply time metric for groups. Currently ...
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Dan Cooper commented,
What works well today with the SLA feature? The concept for setting them up is very clean. It's great that Zendesk business rules largely follow the same patterns for how they are setup and confi...
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Dan Cooper commented,
Katarzyna Karpinska we introduced a rule where the content of the articles is not sent out in an email for the restricted articles. Instead, customers receive a notification and link to the new ar...
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Dan Cooper commented,
If you take this portion and put it into a dynamic content block you can fix the error that will show up on the action telling you that your JSON is broken. {% for comment in ticket.public_comment...
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Dan Cooper commented,
I like the simple proposal by CJ Johnson above to roll the assignee to the same user in their default group. It's probably the default that Zendesk should apply here over selecting a potentially u...
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Dan Cooper commented,
Column sorting changes seem to be a regular point of friction with a lot of Zendesk's most recent UX changes. I assume it has to do with the transition from offset to cursor based pagination which...
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Dan Cooper commented,
Thanks for clarifying, It looks like we have this one now.