Jacob the Moderator
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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Total activity856
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Last activity
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Member since
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Following8 users
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Followed by3 users
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Votes253
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Activity overview
Latest activity by Jacob the Moderator-
Jacob the Moderator commented,
Nova Dawn Admins can no longer assume the role of another admin user. What is the justification for this change?We pay for a dedicated system user (admin) for various integrations to work indepen...
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Jacob the Moderator commented,
Glad I could help Justin Brooks! And welcome to the community! This is a great place to seek help should you need that when implementing, optimizing, or otherwise making changes to your Zendesk ins...
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Jacob the Moderator commented,
Hi Alejandro Planos Gonzalez I haven't used this much, mostly just to investigate concrete SLA issues. Group SLAs are separate from other SLAs, so that may be why they are not coming up when sidelo...
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Jacob the Moderator commented,
Hi Alejandro, You should be able to sideload that info. https://developer.zendesk.com/documentation/ticketing/using-the-zendesk-api/side_loading/#supported-endpoints
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Jacob the Moderator commented,
Hi Justin, Schedules allow you to define your opening hours, and triggers have conditions to detect if a ticket is received within or outside of those hours. This allows you to send targeted respo...
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Jacob the Moderator commented,
Danilo. It just occurred to me if all you want to accomplish is to prevent the "external" text from going out to the requester, you can fix that in the notification trigger. By default, it may us...
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Jacob the Moderator commented,
Bless you Kolten! I was talking with my team about this issue not more than a few hours ago 🙏
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Jacob the Moderator commented,
Hey Anders Bergenholtz You could create a ZIS flow that performs the request towards ServiceNow and parses the request response for the SN ticket ID, and have the value recorded in a custom ticket ...
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Jacob the Moderator commented,
Note to self: Refresh page before adding a reply 😊
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Jacob the Moderator commented,
Hi Danilo Moretti 👋 If you look at the first ticket event on one of those tickets, you should see any change to the subject that is being made. It is possible that this is not something a Zendesk...