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Brandon Tidd
Joined Apr 15, 2021
·
Last activity Feb 12, 2025
Full time Zendesk Architect. Cleveland born and raised. Changing the world one megabyte at a time.
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Latest activity by Brandon Tidd
Brandon Tidd commented,
Hey Soleil Tacher Unfortunately, this is not possible - nor do I know of any end-users that are willing to wait on hold for longer than 60 minutes. The best practice here would be for a voicemail to be offered. The only other option (not recommended) would be to overflow to a secondary Talk number, which would ‘reset’ the hold time. That being said, I would encourage you to look at finding ways to perhaps use Zendesk's AI and self-service tooling to reduce the volume of inbound calls, which might alleviate your need to increase the queue wait time. Hope this helps!
View comment · Posted Feb 04, 2025 · Brandon Tidd
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Brandon Tidd commented,
Hey Kévin Arnoult -
Sorry to hear you're having difficulty. You could potentially sniff for that note with a Trigger that adds a tag. There might also be an option to consolidate some of your automations.
I'm also sending this over to Amer at Qvasa to see if this is something they might be able to extract. Hope this helps!
Brandon
View comment · Posted Jan 31, 2025 · Brandon Tidd
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Brandon Tidd commented,
Hey Rich Talbot - nice to see you here! This is not expected behavior as far as I know. I would recommend having Zendesk Advocacy look at the ticket(s) in question to figure out what happened. Yvonne P. the automated_resolution tag should also strip, so you might want to have Advocacy look at that as well. Hope this helps!
View comment · Posted Jan 29, 2025 · Brandon Tidd
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Brandon Tidd commented,
Hey LD SB -
Thanks for reaching out! I can see that you are using dynamic content as placeholders inside of your dropdown. This would require you to first define the dynamic content in the admin center (under the aptly named Dynamic Content section) before adding it to your dropdown field. Once this is completed, there may be a slight delay (~15 mins) before the value is visible in the help center to end-users, but it should be available to agents internally with a simple refresh of your browser. More info is available here: https://support.zendesk.com/hc/en-us/community/posts/6595856382618-Dynamic-content-in-custom-fields
Hope this helps!
Brandon
View comment · Posted Jan 09, 2025 · Brandon Tidd
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Brandon Tidd commented,
Hey Judith Ilagan -
There is a limit, but it's wayyyy more than 4. This sounds like more of an issue with the design of your help center, or maybe something with your field & form configuration. I'd recommend opening a trouble ticket with Zendesk so that they can investigate further. If they can't figure it out - I'd welcome the chance to drop into your instance and help. You can find me at 729Solutions.com. That said, it defintely sounds like a configuration error that Zendesk should be able to help you sort out.
Cheers,
Brandon Tidd
View comment · Posted Jan 08, 2025 · Brandon Tidd
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Brandon Tidd commented,
Hey Jahn
That makes sense. Unfortunately, as a system Zendesk isn't going to fully understand the difference between human vs voicemail responders. That being said, you've got some options.
1) Agent Categorization. Leveraging a checkbox or dropdown to differentiate which tickets fell into one category would be the most straight-forward approach, but would require the agents to answer (and answer truthfully).
2) Evaluate Time On Call. Examining the length of calls may give you a leading indicator as voicemail calls will generally be a bit shorter than human calls, depending on the nature of the content being discussed.
3) Leverage AI. With Advanced AI, Zendesk will transcribe live calls. You could sniff for keywords in the transcriptions such as “Your call has been forwarded to an automatic voicemail system.”
Of all these, I would recommend the first option. Best of luck!
Brandon
View comment · Posted Dec 06, 2024 · Brandon Tidd
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Brandon Tidd commented,
Hey Jahn 👋
Voicemail would refer to an inbound voicemail left for an agent by an end-user.
Outbound calls are considered connected regardless of whether they connect to a human or a voicemail.
Hope this helps!
Brandon
View comment · Posted Dec 03, 2024 · Brandon Tidd
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Brandon Tidd commented,
Somewhat counterintuitively. You'll want to put in a available agent's greeting on the ivr option for five. Step one is to record a voicemail but save it as an available agent greeting. Then go to your ivr and edit extension 5. Where you choose the routing to voicemail. There should be a drop down there that will allow you to play a message in between the key press and the transfer. Hope this helps!
View comment · Posted Nov 21, 2024 · Brandon Tidd
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Brandon Tidd commented,
Hi Yvonne P. -
Without authentication it will be difficult to do anything from within the help center environment, but this should be possible using autoreplies, which is now part of the AI Agents and automated resolutions workflow. Details here: https://support.zendesk.com/hc/en-us/articles/4408833721498-Using-autoreplies-to-recommend-articles-in-email-notifications
Outside of that, there are other, more hacky ways to approach this, including a key string “Solve my request” that is listened for in Triggers, or even building a simple web interface that asks for the ticket ID and then uses the API to force the ticket into a closed status.
Keep in mind that allowing end-users to self-solve might have downstream impacts on your reporting, especially when it comes to agent categorization of requests. Hope this helps!
Brandon
View comment · Posted Nov 13, 2024 · Brandon Tidd
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Brandon Tidd commented,
Hi Eduardo Lima -
Unless you have conflicting data - ie one JIRA instance says jsmith is Johnny and the other says jsmith is Jonathan - then you should be okay. If you need more specific guidance, I'm happy to chat with you further: https://tidycal.com/729solutions/30-minute-scoping-call
Brandon
View comment · Posted Sep 19, 2024 · Brandon Tidd
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