Chad Susa (Gravity CX - Zendesk Partner)

1. Community
2. Feedback - Chat and Messaging (Chat)
3. Allow custom fields to be skipped in Agent Transfer if the field is optional in Support

+1 Harper Dane This is currently a roadblock for my customers using Messaging. This really needs to be fixed urgently. Also, all aspects of the messaging widget and bot end user experience (what th...

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• Chad Susa (Gravity CX - Zendesk Partner)
• Created January 31, 2023 00:55
• 1 vote

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. Community
2. Feedback - Chat and Messaging (Chat)
3. Zendesk Messaging - continuous conversations - Customization of Message and Email needed

Shayan Moussawi - Some great ideas! Out if interest, when you disabled the Chat trigger for continuous conversations, did the actual feature (continuous conversations) still work as expected?

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• Chad Susa (Gravity CX - Zendesk Partner)
• Created January 20, 2023 03:54
• 0 votes

1. Email
2. ...
3. Formatting and customizing your email
4. Digitally signing your email with DKIM

Hi ariya sacca utama Below is our DKIM config in our DNS settings manager: I had to attach a screengrab as this article editor is weird. I couldn't format text correctly.

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• Chad Susa (Gravity CX - Zendesk Partner)
• Created January 12, 2023 01:36
• 0 votes

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

Hi All Does anyone know where to find the Custom role setting to manage the permission to add and edit personal, group, and global customer lists When I go into Custom Roles, I don't see anywhere t...

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• Chad Susa (Gravity CX - Zendesk Partner)
• Created November 15, 2022 05:45
• 0 votes

1. Email
2. ...
3. Formatting and customizing your email
4. Digitally signing your email with DKIM

HI For multibrand do we just add each brand domain as per above? Example for two brands: zendesk1._domainkey.firstbrand.com > Points To > zendesk1._domainkey.zendesk.comzendesk2._domainkey.firstbra...

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• Chad Susa (Gravity CX - Zendesk Partner)
• Created September 14, 2022 00:50
• 0 votes

1. Explore
2. ...
3. Viewing and using dashboards
4. Exporting dashboard tabs and reports

Hi There Are these export options also supported in the new Dashboard Builder (beta) version? oops - found my answer - https://support.zendesk.com/hc/en-us/articles/4438792937114#h_01FXTB5CNXQYT5K4...

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• Chad Susa (Gravity CX - Zendesk Partner)
• Edited September 08, 2022 01:55
• 0 votes

1. Apps and integrations
2. ...
3. Salesforce integration
4. Installing and configuring the Salesforce app for Zendesk Support

Hi Does the Salesforce for Zendesk app support showing checkboxes? When I configure settings for the app, I can select the checkbox field in the app (to show), but when viewing a end user/SF contac...

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• Chad Susa (Gravity CX - Zendesk Partner)
• Edited August 26, 2022 04:33
• 0 votes

1. Community
2. Feedback - Chat and Messaging (Chat)
3. dynamic content in Flow Builder

+1 from me as well. We have a few customers that want to provide external links as the 'message' at the end of a flow. eg: "click here to find more" (linked text would be awesome as well) which the...

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• Chad Susa (Gravity CX - Zendesk Partner)
• Edited August 19, 2022 03:37
• 2 votes