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Jhan

Joined Oct 22, 2021

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Last activity Feb 07, 2025

Zendesk Customer Care

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ACTIVITY OVERVIEW

Latest activity by Jhan

Jhan commented,

Community commentZendesk EAP - Article Multiplacement
Hi Amy,
 
I'm sorry to hear that you're facing when trying to place an article through article multi-placement functionality.
 
I wanted to let you know that I’ve created a ticket for your concern so we can work together and resolve the issue you're facing.

View comment · Posted Feb 03, 2025 · Jhan

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Jhan commented,

Community comment Feedback - Community Forums (Gather)
Hi Stephanie,
 
Thank you for sharing your thoughts on creating custom community statuses! I completely understand how valuable this feature would be for your experience. Unfortunately, it’s not a native feature at the moment, and I don’t have any updates on when or if it might be implemented in the future.
 
As an alternative, if you’re using the Copenhagen theme, it is customizable! You could consider working with a developer who can create custom code to add additional community statuses to the theme.

View comment · Posted Feb 03, 2025 · Jhan

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Jhan commented,

Community comment Q&A - Reporting and analytics
Hello Roger!
 
Thank you so much for sharing your thoughts with us! We truly appreciate your feedback about having a new standard Zendesk report (Explore) template and the other templates you mentioned. I can see how valuable this feature would be for you and many other users.
 
Right now, I want to share that there are no current plans to implement this feature. However, your feedback is super important to us, and it helps us shape the direction of our product. If we start to see more customers expressing interest in this feature, our product team will definitely take it into consideration for future updates.
 
Please stay tuned! We’ll keep you in the loop if there’s a change in our plans based on customer interest. Thank you once again for your understanding and for being such a wonderful part of our community!
 
Best regards,
 
Jhan

View comment · Posted Jan 15, 2025 · Jhan

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Jhan commented,

Community commentZendesk EAP - Custom Objects in Guide and Explore
Hi Marcelo,
 
Thank you so much for taking the time to share your thoughts with us! We truly appreciate your feedback about having the ability to see who logged in and logged out of audit dashboard that you mentioned. I understand how valuable this feature would be for you and many other users.
 
At the moment, I want to let you know that there are no current plans to implement this feature. However, your feedback is important to us, and it helps us shape the direction of our product. If we start to see more customers expressing interest in this feature, our product team will definitely consider it for future updates.
 
Please stay tuned! We’ll keep you updated if there’s a shift in our plans based on customer interest. Thank you once again for your understanding and for being a part of our community!
 
Best regards,
 
Jhan

View comment · Posted Jan 15, 2025 · Jhan

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Jhan commented,

Community comment Discussion - Tips and best practices from the community
Hello Exposure!
 
I took a moment to check things on my end, and it seems like everything is running smoothly here. If you're still experiencing any issues, we're eager to help you resolve them as quickly as we can! It would be wonderful if you could get in touch with us through our contact channels so we can assist you right away.

View comment · Posted Jan 02, 2025 · Jhan

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Jhan commented,

Community comment Q&A - Talk and text
Hi Operator,
 
Business rules such as triggers or automation doesn't have a condition to specify a Talk lines,hence, this isn't possible to automate ticket form or tag on a ticket received from a specific Talk line. 

View comment · Posted Oct 30, 2024 · Jhan

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Jhan created an article,

ArticleHelp with support and ticketing

Question

I need to pull data from my Zendesk account that shows the ticket fields together with the form where those fields are used. Can I export ticket field data and associated ticket forms with in a CSV file?

Answer

No, it isn't possible to export ticket field data with their associated ticket forms. As a workaround, use the Show Ticket Forms API to get the information on the ticket form to include the ticket fields associated with it and the conditions set on the ticket form.

For more information, see this article: Show Ticket Form

Edited Oct 30, 2024 · Jhan

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Jhan created an article,

ArticleHelp with reporting and analytics

Question

I generated a report to track user activity and applied a filter to display only agents and admins. However, I still see end user data in the report. Why is this happening?

Answer

This occurs when the end user was previously an agent or admin and has been downgraded to an end user. Even after the downgrade, their user data remains intact, such as past tickets where they were the requester or assignee.

There's no existing attribute to filter former agents and admins. As a workaround, you can use the Set functionality to remove the end user from your report. 

For more information, see the article: Organizing values by groups and sets.

Edited Oct 21, 2024 · Jhan

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Jhan created an article,

ArticleHelp with bots and automation

Question

I created conversation bots in the sandbox. If I deactivate messaging, will they disappear?

Answer

Messaging functionality is required to implement conversation bots. Removing the messaging Web Widgets will cause your bots to disappear.

Edited Oct 03, 2024 · Jhan

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Jhan created an article,

ArticleHelp with messaging

Question

How do I end a bot conversation for a customer when their concerns are resolved?

Answer

If the end session option is turned on, end users and agents can end conversations manually. However, reach out to your administrator if this functionality is disabled.

Edited Jan 06, 2025 · Jhan

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