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 activity713
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Last activity
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Member since
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Following6 users
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Followed by2 users
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Activity overview
Latest activity by Jacob Christensen-
Jacob Christensen commented,
Hi MO 👋 It sounds like what you want is to use the Explore Group feature to combine multiple Ticket Group values into one or a few. You can explore this from this article: Organizing values by grou...
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Jacob Christensen commented,
Thanks Scott! Looking forward to the rollout. Do you mean that Group ownership time resets when a ticket is moved to a new group?And, does it pause and/or stop on ticket status change?
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Jacob Christensen commented,
Hi Scott Allison Scott Allison Very interesting! Could you please elaborate a bit on the new metric "Group ownership time"? What conditions activate and satisfy such a target? I would also like to ...
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Jacob Christensen commented,
Hi Judd Higgins Not a Marketplace app, but a combination of native Zendesk features should allow you to add a cool-down period to satisfaction surveys. I've done something similar where every ticke...
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Jacob Christensen commented,
While this is may not the solution everyone wants, I just want to mention that Zendesk Integration Services should be able to let you hook into events that triggers and automations can't, and perfo...
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Jacob Christensen commented,
Francisco I think you now have more options to achieve your objective with this new release:Announcing webhooks for help center and community events. I haven't tried it myself, but Thomas (internal...
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Jacob Christensen commented,
Hi there, You can use liquid markup to present different text output, including links, to different users based on their locale, language, group etc. https://support.zendesk.com/hc/en-us/articles/...
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Jacob Christensen commented,
Hi Serge, I'm not sure I'm understanding exactly what you're looking for, if you would like to include hyperlinked text as help text for a field on your web form. I believe this tip instructs you ...
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Jacob Christensen commented,
Hi Ryan, I always create a custom channel field and use triggers to the values, this way I can have more granularity on the sources using the API to create tickets, and use this for routing and re...
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Jacob Christensen commented,
Hey Yosef Cohen - I just wanted to take a moment to applaud you! You created an app that solves a major pain point that many Zendesk users struggle with. And doing it for the cost of nothing! You a...