Dan Ross

1. Community
2. Zendesk Suite Q&A
3. Internal team structure when optimising zendesk

Hey there! Many ways you can do this, though I am a big fan of dedicated Support Operations teams. IMO the most impactful method you can do this is have administration only be provided to people in...

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• Dan Ross
• Created September 19, 2022 16:52
• 1 vote

1. Community
2. Feedback - Chat and Messaging (Chat)
3. Flowbuilder Feature Request: Option to change choice in Options Step type as end-user

this would be helpful and a better experience for customers. a lot of frustration with automated deflection comes from the fact if the user does something wrong or unintentional that they get stuck...

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• Dan Ross
• Created September 08, 2022 13:26
• 1 vote

1. Explore
2. ...
3. Viewing and using dashboards
4. Seeing live agent status and activities with Explore

Adding to the chorus on this one. Heather Rommel's feedback on the definition of 'working on' a ticket is what we align with as well.If the goal of the live dashboards is to see what's happening li...

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• Dan Ross
• Created July 22, 2022 15:14
• 8 votes

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Request to get 'Variable filters' working in Explore

Also eager to hear any news on this feature, it's been requested for some time and will make a huge impact for our teams

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• Dan Ross
• Created July 12, 2022 17:15
• 1 vote

1. Support
2. ...
3. Multiple language support
4. Detecting an end user's language from an email message

Hey Hannah, In Zendesk Explore, try using the Attribute for 'User Locale' in conjunction with a metric for counting the number of Tickets. That should break down the languages for you by the # tick...

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• Dan Ross
• Created June 07, 2022 18:24
• 0 votes

1. Community
2. Feedback - Help Center (Guide)
3. Allow Redirect of Urls

Thanks Ryan McGrew that's awesome to hear! Will this allow redirect to any URLs or just to  Zendesk ones in the same instance? Our use case is that we wish to merge different instances of Zendesk a...

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• Dan Ross
• Created June 07, 2022 14:08
• 0 votes

1. People
2. ...
3. End users and organizations
4. Adding custom fields to organizations

Hey Erik, try doing a search in Zendesk using your API field name for the org field, using 'none' as the search term.  Ex: if your field API name is 'region' then your search would be region:noneDo...

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• Dan Ross
• Edited May 04, 2022 20:16
• 1 vote

1. Community
2. Zendesk Suite Q&A
3. How do you handle group changes and solved tickets?

Hey CJ,   I hear you, I just had an admin get bit by this recently. Here's how we're doing things: We make a personal view for tickets assigned to the group/agent that's gonna be changed Add the n...

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• Dan Ross
• Created May 04, 2022 18:49
• 1 vote

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Dynamically Update Form Names, Don't Make Me Adjust Every Report

We found this post because we just ran into this issue after a company wide rebrand.  Our form IDs didn't change, just the names and it's causing havoc with reports. Please, have these relations st...

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• Dan Ross
• Created May 02, 2022 19:46
• 2 votes

1. Support
2. ...
3. Ticket management
4. About ticket fields

Hey Jasmine Winzeler - you might be able to do something with Zendesk's webhooks feature for this. When a ticket is created and these secondary user fields are filled, you could have a trigger send...

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• Dan Ross
• Created April 25, 2022 13:49
• 1 vote