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Chad Susa (Gravity CX - Zendesk Partner)
Joined Apr 15, 2021
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Last activity Nov 27, 2024
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Latest activity by Chad Susa (Gravity CX - Zendesk Partner)
Chad Susa (Gravity CX - Zendesk Partner) commented,
Hi
Do email templates have an API endpoint?
We want to export our templates, edit etc and import back in.
Cheers
View comment · Posted Nov 27, 2024 · Chad Susa (Gravity CX - Zendesk Partner)
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Chad Susa (Gravity CX - Zendesk Partner) commented,
+1 (+100 actually).
We work with many customers for EX and many customers use Brands for different departments. EG: (IT - with sub areas like security, network, DevOps etc - HR, Finance etc etc). Brands work very well for this use case as they can have seperate help centres, workflows, reporting etc etc for each team as a ‘Brand’.
For end users, the EX experience is not so good. Not having a central location to manage their requests is confusing and frustrating for them resulting in them sometimes creating a ticket to ask where their other tickets are which the teams then have to try to explain the Zendesk multibrand limitation - very confusing and ultimately not a good impression of the Zendesk platform for EX use case.
Given the GTM comms around how Zendesk can be used for EX (it's a big sales verticle push for Zendesk), I'm very surprised this is not a feature.
View comment · Posted Oct 25, 2024 · Chad Susa (Gravity CX - Zendesk Partner)
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Chad Susa (Gravity CX - Zendesk Partner) commented,
Could you let us know the outcome of your investigation with David Tull. We are also seeing occurences of the 'Permanently deleted user' on tickets with users that have since been merged.
We can't figure why.
Many thanks
Chad
View comment · Edited Oct 16, 2024 · Chad Susa (Gravity CX - Zendesk Partner)
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Chad Susa (Gravity CX - Zendesk Partner) commented,
Is there a way to re-order schedules without having to delete schedules?
It looks like the only way to promote a schedule in the list to be the default schedule (first in the list), is to delete all the schedules above it so it becomes the first schedule listed and therefore the default schedule…then you have to re-create all the schedules you just deleted, including their holidays!!!!! Then you need to find all the triggers where they are referenced and update those as well - with the newly created schedules.
Madness, just to change the order to promote a ‘new default’ schedule.
It also doesn't look like there is an order attribute in the API which you can use to simply re-order them.
Surely this is not true. Surely this has been thought about?
View comment · Edited Oct 10, 2024 · Chad Susa (Gravity CX - Zendesk Partner)
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Chad Susa (Gravity CX - Zendesk Partner) commented,
If I have amessaging channel ticket and need to converse with the customer via email (in the channel switcher in the ticket composer) what happens to the metrics?
If we switch to email and the ticket channel is messaging (the ticket was created via messaging), then what happens to the time to solve (and other metrics)? Is it just counted on the ticket and added to the total of time to solve and takes no account that the channel was switched to email….or does it somehow take this into account and the time from when the ticket is ‘switched’ to email is not counted?
I'm assuming it's counted on the messaging ticket regardless of the communication channel (switching) throughout the life of a ticket.
If so, is there a way to split this out so we can understand tickets that were solved solely using messaging vs those tickets that were solved via a combination of messaging and email channels….typcially email would be longer.
Many thanks.
View comment · Posted Jul 04, 2024 · Chad Susa (Gravity CX - Zendesk Partner)
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Chad Susa (Gravity CX - Zendesk Partner) commented,
I'm also confused about the comment above as my end users can interact with the dashboard filters (from Boyce Worley) :
- Interactivity options are disabled when you share dashboards externally. For details about interactivity options, see Interacting with dashboards.
I've shared a dashboard with an End User, but when they view the dashboard, they can interact with all dashboard filters. The linked article doesn't explain anything about what end users can and can't interact with on shared dashboards.
Even if I share the link to the dashboard with someone that is not an End User (doesn't have a Zendesk profile), they can still interact with the filters.
Also, Colin Hutzan - You can share externally (with restrictions) from the Beta dashboard builder. In the dashboard, click the dropdown next to the Share (blue) button. Then a Get Link should appear….I think this is plan dependant though…so if you don't see it, you might not have the feature on your plan.
![](/hc/user_images/01HZK89KXQZH59PPCS2XDVFTK1.png)
View comment · Edited Jun 05, 2024 · Chad Susa (Gravity CX - Zendesk Partner)
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Chad Susa (Gravity CX - Zendesk Partner) commented,
View comment · Edited Apr 25, 2024 · Chad Susa (Gravity CX - Zendesk Partner)
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Chad Susa (Gravity CX - Zendesk Partner) commented,
How do I go about restricting access to the Default Dashboards? Do I have to re-create them in the beta builder?
View comment · Posted Apr 23, 2024 · Chad Susa (Gravity CX - Zendesk Partner)
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Chad Susa (Gravity CX - Zendesk Partner) commented,
Thanks so much Destiny .
Really apopreciate the clear response and fast turnaround :)
View comment · Posted Apr 16, 2024 · Chad Susa (Gravity CX - Zendesk Partner)
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Chad Susa (Gravity CX - Zendesk Partner) commented,
Hi Team
Does the spam filter only work on the email channel? No other channels are supported? eg: FB Messenger, Insta DM etc?
If it only works on the email channel, how would we manage inappropriate messages or spam from Direct Messages for example? I'm guessing we have to manually mark the ticket as spam and suspend the user?
View comment · Edited Apr 15, 2024 · Chad Susa (Gravity CX - Zendesk Partner)
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