Brandon Tidd
Full time Zendesk Architect. Cleveland born and raised. Changing the world one megabyte at a time.
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Total activity208
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Last activity
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Activity overview
Latest activity by Brandon Tidd-
Brandon Tidd commented,
Hey Eric Cheadle - Sorry to hear that your agents are experiencing difficulties. There are a few things that might be causing this: 1) Network congestion. You can test this using a free tool. 2) ...
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Brandon Tidd commented,
Henry Domis - Ahh thanks for the clarification. Yes, I see what you're saying. Automations will block you from creating a rule that will run every hour, but there is no safety net for creating a...
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Brandon Tidd commented,
Hey Sara Silva & Nikki - Thanks for writing in! Sara - for your question you can disable agent signatures by following these steps. Unfortunately Zendesk doesn't have the option to restrict an a...
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Brandon Tidd commented,
Hi Henry Domis, A ticket can be held in a new, pending or on-hold status indefinitely. A ticket that is "resolved" can stay in a status of solved for up to 28 days - this is what I refer to as a s...
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Brandon Tidd commented,
Hi Jess Hartley - If you're just looking to Filter data based on the previous week, starting on Sunday - we can actually use the default "Ticket Created - Date" filter. In this case, we'd navigate...
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Brandon Tidd commented,
Hi Carmelo Rigatuso You could leverage the option of using macros to start side conversations and add the tag to the ticket using a secondary action on the same macro. Hope this helps! Brandon
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Brandon Tidd commented,
Hi Anita Rajkumar - That is correct. The checkbox will fire at the beginning of the time off but it is valid for the full day. Brandon
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Brandon Tidd commented,
Hi Henry Domis, While you are correct that leveraging "status is closed," "status changed to closed" or "hours since closed" as a condition cannot yield an action on that ticket itself, you are abl...
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Brandon Tidd commented,
Hey Lennart Hedegaard Thomsen, Sorry for that - let's try adding an additional set of parentheses around the first two conditions: IF (([Assignee role] = "Agent" AND [Assignee tags] = NOT INCLUDES_...
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Brandon Tidd commented,
Hi Administrateur - Is it possible that the caller either hung up, abandoned or left voicemail? This type of call would not have been answered. Brandon