Zac Garcia

1. Community
2. Tips from users - Zendesk Suite
3. Best practices for managing known issues?

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...

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• Zac Garcia
• Created July 06, 2018 04:40
• 0 votes

1. Community
2. Zendesk on Suite best practices
3. Knowledge Manager Roundtable: How do you measure self-service activity and knowledge base usefulness?

@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 He...

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• Zac Garcia
• Created February 14, 2018 18:44
• 0 votes

1. Community
2. Feedback - Help Center (Guide)
3. Reset the "Did you find this helpful?" rating for revised articles

I also feel the need for this 😉 However, I feel that it should be manual. For example, I may simply update an article to edit punctuation - in those cases, I don't want to reset the helpfulness rat...

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• Zac Garcia
• Created January 18, 2018 23:27
• 2 votes

1. Community
2. Feedback - Ticketing System (Support)
3. SLA based on internal notes

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...

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• Zac Garcia
• Created October 18, 2017 19:58
• 6 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Admin tool request: List of suspended users

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 o...

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• Zac Garcia
• Created October 12, 2017 15:42
• 1 vote

1. Community
2. Tips from users - Zendesk Suite
3. Creating, Flagging, and Publishing with Knowledge Capture Oh My!

This is really helpful, Daniel. Thank you!

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• Zac Garcia
• Created August 15, 2017 03:21
• 0 votes

1. Community
2. Feedback - Help Center (Guide)
3. Help Center Articles containing both internal and external content

It would be awesome if this was supported at the server level. It would really simplify some elements of content management, and be more secure than hiding content with JS (right now, it makes the ...

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• Zac Garcia
• Created June 23, 2017 21:43
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Create a Zendesk view with "mentions"

@Tobias my bad! Try here: https://support.zendesk.com/hc/en-us/community/posts/203425746-Add-cc-field-to-view-filters

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• Zac Garcia
• Created January 20, 2017 20:03
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Create a Zendesk view with "mentions"

Please add your feedback to this feature request! https://support.zendesk.com/hc/en-us/community/posts/115000451988-Create-a-Zendesk-view-with-mentions-. You can also vote if you are interested.

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• Zac Garcia
• Created January 19, 2017 18:27
• 0 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Dashboard "Updates to your tickets" mark checked

Agree. One of the first pieces of feedback from our agents who started on Zendesk was the notifications feed. A way to dismiss or "mark read" would be really helpful to our workflow - otherwise, th...

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• Zac Garcia
• Created July 26, 2016 23:09
• 3 votes