Recent searches


No recent searches

Dan Heintzelman's Avatar

Dan Heintzelman

Joined May 13, 2021

·

Last activity Oct 23, 2021

Following

0

Followers

0

Total activity

8

Vote

1

Subscriptions

4

ACTIVITY OVERVIEW

Latest activity by Dan Heintzelman

Dan Heintzelman created a post,

Post Feedback - Admin Center

I'm using the new team page to find all of the users who I want to "demote" from agent to "Light agent"

Once I run my filter, and click on a new user, I'm not brought to a new page, my current page loads with the user I clicked on. Perhaps this should default to target="_blank"

OR

Allow users to right click open in new tab

OR

Implement the ability to save filters

OR

All of the above. Thanks!

Posted Sep 09, 2021 · Dan Heintzelman

1

Follower

3

Votes

5

Comments


Dan Heintzelman created a post,

Post Discussion - Tips and best practices from the community

Not sure if this is any use to anyone but I created a formula field in Salesforce that concatenates my Zendesk Domain with the ticketID that get's synced in, so that if I want to pull up Zendesk directly from the case record, I can do that from a report, or from a list view. First screen shows you what it looks like. 

 

Type is a "Formula" field that returns TEXT.

The Formula looks like this:

HYPERLINK("https://{yourdomainhere}.zendesk.com/agent/tickets/" + Zendesk_Support_Ticket_ID__c ,"#" + Zendesk_Support_Ticket_ID__c + ": Click to open in Zendesk" , '_blank')

The current Zendesk/Salesforce Case Viewer component we use on the account object for viewing a collection of cases and their statuses, but we don't really interact with them there because it is a bit clunky. SF reporting is so powerful though so it's really easy for us to look at our cases from a report then use the link to open them (from a management perspective).

Posted May 13, 2021 · Dan Heintzelman

1

Follower

6

Votes

1

Comment


Dan Heintzelman commented,

CommentSalesforce integration

Not sure if this is any use to anyone, especially you, Nate, but I created a formula filed in Salesforce that concatenates my Zendesk Domain with the ticketID that get's synced in, so that if I want to pull up Zendesk directly from the case record, I can do that from a report, or from a list view. First screen shows you what it looks like. 

Type is a "Formula" field that returns TEXT.

The Formula looks like this:

HYPERLINK("https://{yourdomainhere}.zendesk.com/agent/tickets/" + Zendesk_Support_Ticket_ID__c ,"#" + Zendesk_Support_Ticket_ID__c + ": Click to open in Zendesk" , '_blank')

The current Zendesk/Salesforce Case Viewer component we use on the account object for viewing a collection of cases and their statuses, but we don't really interact with them there because it is a bit clunky. SF reporting is so powerful though so it's really easy for us to look at our cases from a report then use the link to open them (from a management perspective). I'd like to see the integration evolve to either having the option to sync ticket comments (as mentioned previously) or as @... has said, a viewer on the case object, but maybe it would work better as a canvas/iframe into the actual ZD viewer.

 

View comment · Posted May 10, 2021 · Dan Heintzelman

0

Followers

0

Votes

0

Comments