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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Recent activity by Dan Cooper-
Another option may be to look at the Knowledge Capture app that is in Early Access. Instead of linking tickets, you link knowledge articles to the tickets and you can review reports that show you ...
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@Baruch, the github link in your comment doesn't appear to be working when clicked on, but you can typing in the link works.
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I'm not familiar with the Talk product, but this scenario intrigues me since it's what we do through Avaya today on a large scale. Looking through the help center it looks like you could setup a f...
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Hi Katherine, I have not seen this functionality in Zendesk and I think it would be tough to get a pure read-receipt today for all views of a ticket because a ticket can be viewed in so many ways (...
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I think I have an answer for #1. You could potentially make a macro that uses a custom field to populate a Dynamic Content placeholder with the correct email address. If you look at Step 3 on the...
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I didn't test it in all cases, but just in case: on the creation of the trigger, add a check to only use Auto CC if the custom user field is present. This way you don't wipe out a CC on a ticket i...
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Dustin, I did a few things different than above. Instead of setting Step 1 up as a ticket field, I set it up as a user field. That user field is a text field where I put an email address in. Y...
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I'm trying to accomplish this a slightly different way but haven't been able to get it to work. I would like to Auto CC someone based on a custom user text field that includes an email address. I'...
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I may have missed it in the comments, but has anyone figured out how to set this up to work for a community post? We have taken to using the community to update our customers over articles and wou...
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We tried rolling out a solution to check for the words thank and thanks that would auto-close the ticket. It works, but our first hit was a false positive. I was hoping that I could use regular e...