Chad Susa (Gravity CX - Zendesk Partner)

1. Objects and rules
2. ...
3. Business rules
4. About the standard Support automations

For the default automation 'Close ticket 4 days after status is set to solved' we can change the ticket close time but it doesn't seem that we can change the Automation title to reflect the timing ...

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• Chad Susa (Gravity CX - Zendesk Partner)
• Created January 20, 2023 05:40
• 1 vote

1. Agent guide
2. Customer management and profiles
3. Creating and using customer lists

Hi Dane Many thanks for getting back to me. Yes we are on Enterprise Plus plan. Please see ticket: #10989076. The Zendesk team identified a bug in my instance but we haven't heard anything since. C...

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• Chad Susa (Gravity CX - Zendesk Partner)
• Created December 12, 2022 01:07
• 1 vote

1. Email
2. Getting started with email
3. A complete guide to understanding email in Zendesk - Part 2: Incoming email requests and notifications

Hi All Just wondering what the "The email body includes a hidden reference to the ticket" is? Is there a way to know what this reference is and how we can see it in the 'original email source'? Man...

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• Chad Susa (Gravity CX - Zendesk Partner)
• Created June 01, 2022 00:32
• 1 vote

1. Support
2. ...
3. Ticket customization
4. Setting up contextual workspaces

Hi Just wanted to confirm if contextual workspaces work with proactive tickets? When creating a new proactive ticket, there are no conditions present (as the ticket doesn't "exist" until it's submi...

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• Chad Susa (Gravity CX - Zendesk Partner)
• Created March 03, 2022 22:45
• 1 vote

1. Bots and automation
2. Custom bots and bot building documentation
3. Understanding answer step types

Hi Wondering if it's possible to offer existing forms (multiple forms) as an option to select through Flow Builder. Not exactly sure, but it looks like we have to rebuild our forms in Flow Builder ...

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• Chad Susa (Gravity CX - Zendesk Partner)
• Created November 26, 2021 06:31
• 1 vote

1. Community
2. Zendesk Suite Q&A
3. Changing what triggers fire on tickets created by Chat Channel

Hi Tim Broere Yeah it's a thorn in the side for sure. No way around it really although I have one idea that recently came to mind but I need to test. If I do and it works, I'll post something here....

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• Chad Susa (Gravity CX - Zendesk Partner)
• Created November 16, 2021 00:51
• 1 vote

1. Community
2. Zendesk Suite Q&A
3. How can I remove the "empty" link?

Same problem here Liz - it really doesn't make sense if we are using multiple section hierarchy. So it seems we have to have at least one article in each section to remove the empty link...so stran...

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• Chad Susa (Gravity CX - Zendesk Partner)
• Created February 11, 2021 03:46
• 1 vote

1. Community
2. Feedback - Ticketing System (Support)
3. Add formatting (rich text editor) to dynamic content

+1 It would be be nice to hyperlink images as well - without having to use Markdown (host image file somewhere, use markdown syntax, turn of RTF in product, etc etc - yuk!). All throughout the Zend...

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• Chad Susa (Gravity CX - Zendesk Partner)
• Created April 22, 2021 00:59
• 1 vote

1. Talk
2. ...
3. Setting up Talk
4. Enabling customer callback

Hi All I’m trying to find an answer to the below but so far I can’t find anything. We want to have a toll free number (+61 1300 xxx xxx) to receive incoming calls in Zendesk. We also want to offer ...

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• Chad Susa (Gravity CX - Zendesk Partner)
• Created September 02, 2021 06:25
• 1 vote

1. Messaging
2. ...
3. Third party and social messaging channels
4. Adding WhatsApp social messaging channels

Figured it out. I don't have the WhatsApp number add-on purchased on my account. All good !!

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• Chad Susa (Gravity CX - Zendesk Partner)
• Created February 11, 2021 02:22
• 1 vote