Brandon Tidd
Full time Zendesk Architect. Cleveland born and raised. Changing the world one megabyte at a time.
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Total activity847
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Last activity
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Activity overview
Latest activity by Brandon Tidd-
Brandon Tidd commented,
So by now most of us know that we shouldn't be loading sensitive information into public AI tools like ChatGPT. That said, there is one use case that stands out that our clients have found particu...
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Brandon Tidd commented,
Hey Mayra - Yes, once a ticket is created from a Talk conversation, the resulting Ticket ID can be analyzed as part of the Support Dataset. Although you can't *join* datasets, per say, you can lin...
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Brandon Tidd commented,
Hey Greg S. - Sorry to hear you're having trouble - you're right, it *should* be that easy. Double check your permissions to see if maybe you (as an admin) are seeing it whereas others cannot. Ot...
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Brandon Tidd commented,
Hey Jil McKinney - Explore has historically been focused more on ticket data vs user data, but there is starting to be more interest around this type of reporting, possibly coming with the Beta Bu...
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Brandon Tidd commented,
While I'm not if this is possible presently - you might be able to take advantage of Custom Ticket Statuses to achieve a similar result.
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Brandon Tidd commented,
Hey Hassan A - Because Agents are generally considered a privileged position, it is generally assumed that they should be trusted with customer data. While you can restrict certain elements like ...
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Brandon Tidd commented,
Hey Frédéric - You are correct - hiding the Tag field only prevents rogue tags from being added. For consistent tag application, the best practice is to create a custom drop-down field wherein the...
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Brandon Tidd commented,
Hey Frédéric & Greg S - Another built-by-Zendesk option available to you for the purpose of restricting or hiding tags is the free Ticket Field Manager App, which has the ability to hide the tag f...
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Brandon Tidd commented,
Hey Stephan Marzi Out of the box, yes, but not necessarily with this custom instance
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Brandon Tidd commented,
So glad you were able to get it sorted, and thanks so much for sharing it back with the community! I swear, I learn something new every day here...