Brandon Knapp
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Activity overview
Latest activity by Brandon Knapp-
Brandon Knapp created an article,
Time Tracking recipe: Leaderboards, time logs, top customers
You can track the time your support team spends on every Zendesk Support ticket by using the Time Tracking app . With the app, support managers gain visibility into the actual time spent across ...
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Brandon Knapp created an article,
Time Tracking recipe: The most costly support issues for your organization
You can track the time your support team spent on every Zendesk Support ticket by using the Time Tracking app. With the app, support managers gain visibility into the actual time spent across all...
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Brandon Knapp created an article,
Time Tracking recipe: A look inside your agents' day-to-day productivity
You can track the time your support team spent on every Zendesk Support ticket by using the Time Tracking app. With the app, support managers gain visibility into the actual time spent across all...
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Brandon Knapp created an article,
Time Tracking recipe: The metrics you need to be measuring
If you're using the Time Tracking app, and have Insights (Plus and Enterprise), you can track the time your support team spent on every Zendesk ticket. Tip: If you are using Zendesk Explore, you'...
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Brandon Knapp commented,
Exactly what I was going to say Matt! A lot of times when you want a trigger or automation to do an either/or type of function the answer is to clone the business rule and have a mutually exclusive...
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Brandon Knapp created a post,
Zen U trigger tips
In the Business Rules best practices section of Zen U I go over several unique use cases of how to use Zendesk's triggers and automations. For those of you who couldn't make it or just wanted to se...
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Brandon Knapp commented,
@Christian: Zendesk will be unable to read the numbers in the notes and details fields to pull up the associated user profile. You will need to put the number as a phone contact on the user profile...
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Brandon Knapp created an article,
Why do my Automations hate me?
Automations can be a bit fickle at times, preventing you from creating a new automation with cryptic demands of nullifying a condition and saving the universe from an infinite loop. I would ...