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Jacob the Moderator
Joined Apr 15, 2021
·
Last activity Feb 10, 2025
My passion is to design and deliver the best digital user experiences, understand user behavior, and use that to drive and align with business objectives. I have over 10 years of experience in creating outstanding customer experiences using Zendesk products in the service and support domain. I have worked in various international companies and also in some startups. https://www.linkedin.com/in/jjohst/
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Latest activity by Jacob the Moderator
Jacob the Moderator commented,
Charles Nadeau This looks like an awesome resource for customizing notification emails! I wish I had this when I last went down that particular rabbit hole! 😁
I want to call out another limitation not mentioned here. There is only a single HTML template, and while you can customize it to support multiple brands, the logic that controls which brand identity to show is only supported for Ticket-related email notifications. If you also have multiple branded Guide / Help Center instances, things like following notifications will not conform to the branding logic.
I wrote a post about this last year when I became aware of this:
Multi-brand support for Guide Email notifications.
View comment · Posted Feb 04, 2025 · Jacob the Moderator
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Jacob the Moderator commented,
Hi Santiago,
If you read my earlier comment, it should guide you in how to prevent notifications from going out. Basically, you want to make sure that the notification trigger is prevented from running under some circumstances -there is no received at is not condition, but you can use a contains none of the following tags condition instead, and have a trigger above your notification trigger set it for the tickets that are received at those addresses you want to exclude.
The requester field is for conditions where someone from your team is the ticket requester, and will not help with targeting support addresses.
I hope this helps.
View comment · Posted Jan 26, 2025 · Jacob the Moderator
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Jacob the Moderator commented,
Hi Joy Daludado
I'm not sure that exact event is available, but webhooks do have some article-related events that could be investigated as a triggering event: Article events.
👆 This event could be used to start a flow (using a Zendesk webhook), but you would need some kind of middleware (Zapier, MS Power Automate or a ZIS flow for example) to take the Webhook response and modify it into a readable message and send that to Slack.
View comment · Posted Nov 13, 2024 · Jacob the Moderator
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Jacob the Moderator commented,
Hi Salman Shaik
You can create users one at a time or import large batches of them, I'll leave a few links below that will tell you how.
https://developer.zendesk.com/api-reference/ticketing/users/users/#create-user
Hope that helps you out!
View comment · Posted Nov 04, 2024 · Jacob the Moderator
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Jacob the Moderator commented,
Hi Rob Stack
I'm reviewing the sandbox creation report for rows where “copied” is "no", and I'm seeing a nameless row where “config_type” is “installations” - how do I find out what this is?
I have tried to look up the “source_config_id" in /api/v2/apps
and /api/services/zis/registry/integrations
but I haven't found a match. Hope you can help me progress here - thanks!
View comment · Posted Sep 24, 2024 · Jacob the Moderator
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Jacob the Moderator commented,
I agree completely! This change offers no value at all and is a major inconvenience.
It is also concerning that this was made unannounced and for no discernable reason.
View comment · Posted Sep 09, 2024 · Jacob the Moderator
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Jacob the Moderator commented,
Thank you Alina Wright !🙏
View comment · Posted Sep 09, 2024 · Jacob the Moderator
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Jacob the Moderator commented,
Hi @...
Does this change allow routing triggers from the production instance to be replicated in the sandbox with using these faux support addresses?
View comment · Posted Aug 12, 2024 · Jacob the Moderator
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Jacob the Moderator commented,
Hi Paul Tarling
I like First Reply Time and Next Reply Time targets for making sure we reply to our requesters in a timely manner, and also hold our agent accountable to this.
I don't so much like Resolution Time for the same reason you mention - a breach doesn't represent a failing on the agent's part, it is not within the agent's control when a ticket is fully resolved.
To your question, you could maybe update your SLA policy to exclude ticket of the Task type, and have another policy capture these - maybe using another metric like Group SLA.
I hope this helps.
View comment · Posted Aug 09, 2024 · Jacob the Moderator
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Jacob the Moderator commented,
The Guide portal access to tickets is meant for a Requester/CC use case, it makes sense to me that they would be able to see the ticket from that context - being the requester would reveal public comments only, so any private notes or private fields would remain hidden. Adding the agent as a follower creates an exception to this it seems.
If you're on an Enterprise plan, you should be able to further configure the Support ticket UI for the agent as requester context:
View comment · Posted Aug 05, 2024 · Jacob the Moderator
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