Chad Susa (Gravity CX - Zendesk Partner)

1. Explore
2. ...
3. Viewing and using dashboards
4. Understanding discrepancies between the Talk Live calls dashboard and the Explore live dashboard

Hi Just want to clarify something. Under the heading Average wait time and longest wait time differences it says: Because of these calculations, there may be a slight delay in the values when comp...

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• Chad Susa (Gravity CX - Zendesk Partner)
• Created September 02, 2021 07:23
• 0 votes

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. Talk
2. ...
3. How to get help with phone call problems in Talk
4. Can I make outbound calls with my toll-free number?

Hello Is it possible to achieve the below? I want our customers to inbound call us only on our Toll Free Zendesk number. We also would like to outbound call them from Zendesk. As outbound calling i...

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• Chad Susa (Gravity CX - Zendesk Partner)
• Created August 31, 2021 23:26
• 0 votes

1. Explore
2. ...
3. Building reports
4. Understanding datasets

Hi, What's the reason why the metric called Solved tickets in the Tickets dataset shows a different value than the metric called Tickets solved in the Ticket updates dataset. Should they not both s...

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• Chad Susa (Gravity CX - Zendesk Partner)
• Created August 26, 2021 01:16
• 1 vote

1. Community
2. Tips from users - Zendesk Suite
3. Adding a click-to-chat link

I found this excellent tutorial. Hope it helps someone :) Quickstart – Creating a launcher for the Web Widget (Classic)

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• Chad Susa (Gravity CX - Zendesk Partner)
• Created August 25, 2021 07:14
• 0 votes

1. Objects and rules
2. ...
3. Triggers and automations
4. What is the difference between Created and Updated?

Hi All Actually I've always wondered: What happens if I don't include the:   'Ticket | Is | Created'   or   'Ticket | Is | Updated'   condition(s) to a trigger? Does that mean the trigger will fire...

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• Chad Susa (Gravity CX - Zendesk Partner)
• Created July 17, 2021 03:12
• 0 votes

1. Messaging
2. ...
3. Third party and social messaging channels
4. Adding and configuring Instagram Direct

Thanks Amie - still the best Zendesk Guru out there :D I did check and it's definitely a Business Account - albeit a test one. When I nav to the app and try to make it a Private Account (yes the sa...

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• Chad Susa (Gravity CX - Zendesk Partner)
• Created June 29, 2021 12:50
• 0 votes

1. Messaging
2. ...
3. Third party and social messaging channels
4. Adding and configuring Instagram Direct

Hi There Looks promising. Couple of questions though: I don't have the pre-requisite amount of followers, but I can still enable the channel in Admin Centre - is that correct? When I go into my In...

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• Chad Susa (Gravity CX - Zendesk Partner)
• Created June 29, 2021 05:33
• 0 votes

1. Account
2. ...
3. Global security and user access
4. Understanding your Zendesk session time

Hi All Just wondering does anyone know what the Zendesk session time is for end users? (eg: when they login to the Help Centre / customer portal) how long before their session expires?

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• Chad Susa (Gravity CX - Zendesk Partner)
• Created June 24, 2021 07:39
• 0 votes

1. Agent guide
2. Ticket basics
3. Using CCs and followers

Is there a way to stop followers from receiving email notifications? In the use case where agents (followers) action all their tickets in Zendesk but don't want their email to be 'spammed' with fol...

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• Chad Susa (Gravity CX - Zendesk Partner)
• Created June 10, 2021 05:49
• 2 votes