Brandon Tidd

1. Community
2. Zendesk Suite Q&A
3. Identifying a VIP Organization On The Ticket

Hey Jay McCormack -  I hear you on the flashing letters and sirens (and don't get me started on smart device automations triggered by email notifications). One thing to note, the Ticket Title / Sub...

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• Brandon Tidd
• Created September 23, 2023 05:27
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Best Practices? Communicating Bugs Being Worked on by Programming

Hey Dana Barr -  Agree with everything above.  You might also find the Notification App, built by Zendesk, helpful for rapidly communicating with Agents inside of Zendesk. Brandon

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• Brandon Tidd
• Created September 23, 2023 05:18
• 0 votes

1. Objects and rules
2. ...
3. Business rules
4. Setting your schedule with business hours and holidays

Hey Heather Rommel -  Fancy seeing you here!  Unfortunately, I've not found a way to reorder schedules (I think it's tied to the schedule ID).  That said, AFAIK schedules are not dependent on one a...

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• Brandon Tidd
• Edited September 15, 2023 03:46
• 0 votes

1. Guide
2. ...
3. How to customize the theme of the help center
4. How can I disable the subject and description fields from the request form?

Hey Johnny, Yep that makes sense - though with Conditional Fields, you don't need to use JS to hide the field at all.  First step is to add condition wherein if "A" = 1 then "Request Type" is shown...

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• Brandon Tidd
• Created August 23, 2023 16:06
• 0 votes

1. Guide
2. ...
3. How to customize the theme of the help center
4. How can I disable the subject and description fields from the request form?

Hey Johnny, You might not have to do this through JavaScript at all, actually.This article on conditional fields might point you in the right direction. Hope this helps! Brandon

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• Brandon Tidd
• Created August 23, 2023 04:10
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. What tool do you use for Quality Assurance on tickets? What are the pros and cons?

All of these tips are great!  We've also seen good things coming from csat.ai as of late.  You can also gauge some of this natively in Zendesk Explore by tracking agent-level satisfaction and looki...

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• Brandon Tidd
• Created August 23, 2023 03:20
• 0 votes

1. Support
2. ...
3. Ticket customization
4. Managing your ticket forms

Hey Richard Burns - I've just figured out you are talking about the requests portal - which is not impacted by the conditional fields on the form itself!  My apologies for the confusion. This aweso...

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• Brandon Tidd
• Created August 15, 2023 19:30
• 0 votes

1. Support
2. ...
3. Ticket customization
4. Managing your ticket forms

Hi Richard BurnsYour conditioning looks sound, and it appears everything is working correctly for me:I would suggest testing in an incognito window - you may have a caching issue on your hands. Re:...

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• Brandon Tidd
• Created August 15, 2023 19:25
• 0 votes

1. Support
2. ...
3. Ticket customization
4. Managing your ticket forms

Hmmm - it might be helpful to see a screenshot of your conditions for the form (also, make sure you refresh if you haven't done that yet).  One thing to call out - everything will be visible if it'...

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• Brandon Tidd
• Created August 15, 2023 17:02
• 0 votes

1. Support
2. ...
3. Ticket customization
4. Managing your ticket forms

Hey Richard Burns -  Have you verified that your conditional fields are conditional for both agents and end-users?  See step #3 in this article?Let me know if you resolves your issue! Brandon

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• Brandon Tidd
• Created August 15, 2023 16:47
• 0 votes