Andrea Saez
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Recent activity by Andrea Saez-
What metrics should you be tracking? (Using GoodData, part 1)
Keeping track of how your help desk is doing is vital. By keeping a close eye on your team's current performance, you can start making adjustments to better serve your customers and provide quality...
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Why having the correct ticket form is important
I've seen this mistake happen way too many times when it comes to customer support. For some reason, it appears as though companies think that by letting a client enter "subject", "description" and...
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Managing Projects with Zendesk
For companies that aren't yet big enough to use a third party provider to manage projects, the Project Management APP from Zendesk labs will come in handy. This APP allows you to create a Parent ti...
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Change text for "My Activities" in HC
I've seen this question posted quite a bit in the forums, so here is a little how-to on how to change the string for 'My Activities' in HC, as done on http://support.amilia.com Here's how to change...
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Managing work flow for multiple email addresses with views
In the document Getting Started with email in Zendesk, we get a quick overview of how to work with multiple emails to improve work flow. We implemented this solution in our help desk, and streamed...
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How to hide Help Center Community topics by language (Gather)
At this time, the HC Community is treated differently than the rest of the Help Center - especially when it comes to supporting multiple languages. With the Zendesk team, we came up with an awesome...
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HC Tip: Add "Promoted Articles" to front page + modify text in multiple languages
One thing that we really like about HC is adding pinned topics (now known as "Promoted articles") to our front page. In some themes, the tag doesn't come inserted automatically. I worked with Zende...
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Using Dynamic Content with Macros on a multilingual helpdesk
At Amilia we manage a bilingual helpdesk. We are slowly starting to grow into more languages, which asks for a stronger demand on how we manage client responses. With Zendesk, you can easily do thi...
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Adding Navigation Images to Help Center (with use of dynamic content)
To ease navigation and make the Help Center experience simpler for our customers, we decided to add some quick-links in our front page. We call these "welcome images" - and each one is linked to a ...
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Zendesk + JIRA use @ Amilia (Support Process included)
As Customer Success Manager and Support Project Manager, my job is to make sure clients are happy, but also to ensure that the Technical Support Team and the Development Team are communicating prop...