Jacob Christensen
I am passionate about creating the best possible digital user experiences, finding meaningful insights into user behavior, and leveraging that to shape and support business goals. I have been creating exceptional customer experiences within the service and support space using Zendesk products for 10+ years. I have worked in several international companies, and also in a couple of startups. https://www.linkedin.com/in/jjohst/
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Total activity554
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Last activity
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Member since
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Following4 users
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Followed by1 user
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Activity overview
Latest activity by Jacob Christensen-
Jacob Christensen commented,
Hi Allen, that is very interesting, I've wanted to do the same multiple times in the past, but have not had the necessary support from the organization. Apart from the technical best practices, I w...
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Jacob Christensen commented,
Glad you got it working! 👍
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Jacob Christensen commented,
Hi Ashwin Raju,This sounds very interesting, I don't yet see it in my account, so I don't have a good feel for what is possible here. Could you maybe outline some sample use cases to concretize thi...
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Jacob Christensen commented,
Hi Alex, I believe something like the below should work for your example: {{ticket.ticket_field_ | split:" -" | first }} Hope that helps.
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Jacob Christensen commented,
Hi Bill, I did a write up a while back for a workaround for this issue, I don't recall if it is for the same dataset as you're looking at, but hope you find out helpful. https://support.zendesk.co...
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Jacob Christensen commented,
Bob Novak This is brilliant! Very useful, thanks so much!
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Jacob Christensen commented,
Hi Alberto, sorry for not being clear, I was speaking about your stated goal of having agents aware of upcoming targets before they breach. I don't believe Explore real-time dashboards would be ab...
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Jacob Christensen commented,
Hi Alberto, You may want to consider adding the "next SLA breach" column to your agents' views and have them sorted by this as well. This should let the SLAs you've set dictate the order tickets sh...
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Jacob Christensen commented,
Hi Bilal, I agree completely! We have a conversation going on this over here: https://support.zendesk.com/hc/en-us/community/posts/4408867933978-Reddit-Integration-for-Zendesk Feel free to join us...
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Jacob Christensen commented,
Hi Haley, Great question! Triggers run sequentially, so you can take advantage of this by having a trigger above the one that sends out the auto-response, this new trigger should target the tickets...