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Zac Garcia
Joined Apr 15, 2021
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Last activity Nov 01, 2021
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Latest activity by Zac Garcia
Zac Garcia commented,
Thanks Kyle - yep I knew that was completely impossible as it currently stands, and would love to see some improvements to the product that allow for it.
View comment · Posted Oct 09, 2019 · Zac Garcia
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Zac Garcia created a post,
We have a large number of agents in our Zendesk, operating across several locations. Frequently, we will need to engage the OOO status using the OOO App on behalf of one of our agents, especially in the case of an unexpected absence when the agent is not present to change their own status. In such cases, the team must send an email to an admin to have this done for the agent.
We would like to make this more efficient, since we do not have an admin at each site, and the sites may operate in different time zones. If we could delegate a team lead with the ability to set agents OOO, without giving them admin status, this would be a perfect approach. Please enhance the OOO functionality in Zendesk to allow for this behavior.
Posted Oct 09, 2019 · Zac Garcia
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Zac Garcia created a post,
Zendesk Support provides the ability to restrict customers from adding attachments, or to enable all attachments:
https://support.zendesk.com/hc/en-us/articles/204265396-Enabling-attachments-in-tickets
However, this is a global setting and there's no granular control. Many businesses would find their security posture greatly enhanced by the ability to filter allowed attachments by type. For example, some businesses might find image and PDF attachments useful, but would need to block certain other document types and ZIP files.
Please consider empowering admins to exercise greater control over what email attachments can be added by end users to a Zendesk Ticket by allowing them to set allowable attachments by type. This is already possible with the Chat service: https://support.zendesk.com/hc/en-us/articles/360022183834-Managing-file-sending-options
Posted May 31, 2019 · Zac Garcia
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Zac Garcia created a post,
Using Guide's video embed feature, it's easy to embed YouTube videos into Guide articles. Unfortunately, if you try to embed a video with a timestamp using YouTube's "Copy URL at current time" feature, Guide will embed the video but won't respect the start time.
To force a specific start / end time, you just need to edit your article a little more. Start by embedding your video using the default feature. Calculate your desired start time (and end time, if needed) in seconds, and hold onto those numbers. For example, you might have a start time of 45 seconds into the video, and an end time of 120 seconds.
Then, go to the code editor:You'll see a snippet that looks like the below block of code:
Note the placeholder for the video code. It's a random set of letters and numbers, like this: o-szhNG0u-g. Now, add a question mark after the video code, then add your start time and end times like so:
iframe src="//www.youtube-nocookie.com/embed/{{video_code_here}}?start=45&end=120"
Make sure the text is inside the quotation mark that closes that part of the code. You can leave off the end parameter if needed. If you do, you can drop the & symbol too. Now you can click "OK" in the code editor to save your changes, and then save your article (don't forget this part!). Go ahead and view the preview or live version, and enjoy sending your customer right to the clip they need!
This tip was made with the help of University of Texas at Austin: https://sites.edb.utexas.edu/wordpress/blog/embedding-a-youtube-video-with-start-and-stop-time/
Posted Oct 19, 2018 · Zac Garcia
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Zac Garcia commented,
Regarding the original request to have a list of suspended users: it's not a view or "list" per se, but the Suspended property is now searchable. Take a look here: https://support.zendesk.com/hc/en-us/articles/360001884568-Announcing-Support-search-property-enhancements
View comment · Posted Aug 22, 2018 · Zac Garcia
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Zac Garcia commented,
Hi all,
We have challenges around this as well (I think every organization managing live service products struggles in this area). We have tried some similar solutions to yours (I love your problem ticket app - we're just using a separate view as our agents aren't on Play Only). We are posting known issues in our Help Center. One area that we've found a little traction is by sending a summary of new known issues in a weekly newsletter. This keeps the Help Center top of mind and pushes updates to the agents, instead of requiring them to go and check the list repeatedly.
-Z
View comment · Posted Jul 06, 2018 · Zac Garcia
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Zac Garcia commented,
@Rob-
I would focus on categorizing your inbound requests (including via phone and chat). Can you tag those interactions in some way? I would then correlate them to the content available in your Help Center- does the Help Center a) contain content that would deflect that type ticket, b) is it understandable to the user, and c) is it served it in such a way that your audience can discover it when they need to?
I would then try to understand the user journey of the people who have called or chatted you. Chat clients often give you visibility into clicks on your site prior to a visitor initiating a chat, and you may be able to get some ad-hoc Q & A done by your agents during a phone support interaction to find out if the requester tried to self serve. Did they have trouble finding what they needed? Did they find an article but deem it unhelpful? What elements do they have in common, and how can you learn from those journeys to better position your help content?
By doing this, you can focus on deflection by contact type. This helps you piecemeal your strategy and keep you from taking on too much at once, and also avoids the pitfall of looking for direct conversions from Help Center -> Tickets (a pitfall you described in your post).
In general it's hard to measure contacts that are deflected away from a non-integrated channel (like phone and potentially chat) because it's hard to tell from your Web audience who was a potential contact in the first place. You can measure with certainty which contacts were deflected from the Web form by Help Center suggestions, and also which contacts were deflected by Answer Bot, because you know for sure they were in the process of contacting you for help. In general, when looking beyond that, I think it's helpful to look at the trends described above, and also correlate your inbound phone and chat contacts with Help Center engagement overall to look for an inverse relationship.
As you notice reduced webforms submitted, you can also check if your top-line calls and chats are increasing - that'll give you an idea of the contacts are deflected or just driving to another channel.
I hope this is helpful!
View comment · Posted Feb 14, 2018 · Zac Garcia
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Zac Garcia commented,
This is also very important to our workflows. The use case is as follows:
- End user sends email to our Zendesk. First Reply Time SLA goal is set.
- Zendesk Agent replies to End User. First Reply Time SLA goal is met and removed.
- Zendesk Agent realizes ticket requires collaboration from a separate team. Zendesk Agent reassigns the ticket to the corresponding Group.
- Ticket appears in View of Unassigned Tickets in the destination Group, but with no SLA goal set.
When tickets are sorted by Next SLA Breach, this creates an opportunity for those tickets to age out in the back page of the View. In the absence of SLA policies that can apply to internal comments, another helpful approach might be to elevate these tickets with no SLA goal to the front of the View, instead of the back, so Agents don't lose visibility.
View comment · Posted Oct 18, 2017 · Zac Garcia
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Zac Garcia commented,
Want to +1 this feature. As we manage onboarding and offboarding, we use Insights to manage lists of agents. Custom Fields import relevant data to Insights, such as whether they are a Light Agent or whether they are Suspended. We occasionally search Zendesk Support with an advanced search to make sure the field values in agent profiles match their actual role, such as using the following search string:
- role:"Light Agent" -tags:light_agent (to find users who are Light Agents that don't have the Light Agent tag from the checkbox)
We are able to follow this process for most field values, but there is no way to check centrally for Suspended agents so we can check a list of offboarded users against an Insights report so we can confirm all have been Suspended.
View comment · Posted Oct 12, 2017 · Zac Garcia
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Zac Garcia commented,
This is really helpful, Daniel. Thank you!
View comment · Posted Aug 15, 2017 · Zac Garcia
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