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 activity660
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Last activity
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Member since
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Following5 users
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Followed by2 users
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Activity overview
Latest activity by Jacob Christensen-
Jacob Christensen commented,
Hey Shane. In one of the earlier comments I gave an example of how this could work using a user text field and a placeholder. https://support.zendesk.com/hc/en-us/community/posts/4409515187866/com...
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Jacob Christensen commented,
Hey Richard 👋 If the metric you would like formatted in a time format is recorded in seconds, then you should be able to use the Duration display format.Hope that helps you out.
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Jacob Christensen commented,
Hey CJ, I know this isn't exactly what your request is asking, but it does seem relevant, so if you haven't already seen the update, here it is. https://support.zendesk.com/hc/en-us/articles/52857...
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Jacob Christensen commented,
Glad you liked it CJ Johnson! I saw your question a while back when I was trying to work this out for myself, and I decided to share my experience. Hope you and others join in with best practices a...
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Jacob Christensen commented,
Came by this article looking for something else, just want to mention that requester phone numbers are now available in Explore.
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Jacob Christensen created a post,
Dealing with SLA blind spots
Background We use first- and next-reply-time targets in our SLA policies, however, there are certain scenarios where intuitively you would expect to be covered by one of these targets, but you are ...
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Jacob Christensen commented,
What Dan R. said! These are both golden improvements! 🥇
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Jacob Christensen commented,
Hi Karen Hynes 👋 Has the ability to report on agent availability time been released? I haven't seen a release note on this, but am very eager to have this capability as it is something our agents a...
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Jacob Christensen commented,
Hi Brandon, If your plan allows, you could create a bot to greet visitors on your messaging channel, and direct them to outcomes of your choosing, using flow builder. https://support.zendesk.com/hc...
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Jacob Christensen commented,
Eric Ypsilantis This is awesome! It was the missing step for me