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Brandon Taylor
Joined Jul 05, 2023
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Last activity Jul 10, 2024
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Latest activity by Brandon Taylor
Brandon Taylor commented,
I agree with Arpan 100%. This could and should be an option to enable from an Admin perspective. Arpan Nagdeve your response doesn't account for just giving the option.
View comment · Posted Jul 10, 2024 · Brandon Taylor
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Brandon Taylor commented,
Hi Grace,
I'm so sorry for the delay in response here.
There is a way to do what you ask but it's a little outside the scope of this forum. Please message me directly if you still need assistance with this.
View comment · Posted Jun 25, 2024 · Brandon Taylor
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Brandon Taylor commented,
The behavior of not being able to close a messaging chat is frustrating as I'd like each instance of a chat to be it's own ticket for our use case.
What I've setup is a checkbox to “Close Overide” the ticket by using a trigger to set the status to closed instead of solved. This will cause a new chat to start over in the chat process. This may not be ideal for all users, but for us it solved the problem:
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View comment · Posted Jun 25, 2024 · Brandon Taylor
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Brandon Taylor commented,
My pleasure Jack Cho ! I'm not sure why this was downvoted so much either 🤔 Brett Bowser any idea why folks dislike this post?
View comment · Posted May 02, 2024 · Brandon Taylor
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Brandon Taylor commented,
Hello again Erica Silas!
I'll send you a DM on LinkedIn it might be easier if we connect in a Teams/Zoom meeting (whatever you prefer) to talk through it.
The TL;DR version is: A webhook is basically a way to send or receive information via a HTTP(s) request. The cool thing is you can use Zendesk triggers to do this :)
Here's a breakdown of the process for you:
1. Create a Lookup Field:
- Field Name: Name the field "External Organization" (or similar).
- Field Type: Choose "Lookup" as the field type.
- Target: Select the "Organizations" object (or the relevant object where external organizations are stored).
2. Set Up a Webhook:
- Trigger: Configure the webhook to trigger when a ticket is created or updated.
- Target URL: Provide the URL of a service or script that can process the webhook data.
3. Webhook Logic:
- Fetch Ticket Data: Retrieve the ticket data from the webhook payload, including the requester's email address and the "External Organization" field value.
- Determine Organization: Use the requester's email address (or other identifying information) to determine the correct external organization.
- Update Field: If the "External Organization" field is empty or incorrect, update it with the determined organization's ID or name.
- Sync to Salesforce: Ensure your Zendesk-Salesforce integration is set up to sync the "External Organization" field to the corresponding field in Salesforce.
View comment · Edited Dec 20, 2023 · Brandon Taylor
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Brandon Taylor commented,
Hi Grace Raquintan!
You could utilize a trigger to perform this action or modify the notification trigger already in place to notify the CCers as well :)
Let me know if you have any additional questions!
-Brandon
View comment · Posted Dec 20, 2023 · Brandon Taylor
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Brandon Taylor commented,
I was really hoping to be able to import the schema into ChatGPT's custom GPT but alas, it did not work :(
View comment · Posted Dec 19, 2023 · Brandon Taylor
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Brandon Taylor commented,
Hi Tyler Duncan!
I have some experience with this using Python and a script I wrote. If you'd like to connect I'd be happy to share what I scripted out if that solves your use case?
Otherwise yes please provide some more details as to how you're attempting the bulk update and the full response?
View comment · Posted Dec 19, 2023 · Brandon Taylor
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Brandon Taylor commented,
Hi Vladimir P!
To Echo what Brandon #1 said:
1. Define your needs and user stories:
- What specific information do you want the app to display about customer accounts? Examples: account type, subscriptions, usage data, purchase history, contact information, recent interactions.
- How will agents interact with the app? Should it be a sidebar panel, a tab within the ticket screen, or something else?
- What actions should agents be able to take from the app? Initiate renewal calls, update account information, access additional resources, etc.
2. Choose the development approach:
- Client-side app: This is a web app written in HTML, CSS, and JavaScript that runs in the agent's browser. It's the simplest option but may have limitations with data access and functionality.
- Server-side app: This app runs on a separate server and interacts with Zendesk through the API. It offers more flexibility and power but requires more development effort.
- Zendesk Apps Framework: This framework simplifies client-side app development by providing pre-built components and access to Zendesk data and functionality.
3. Tools and resources:
- Zendesk Developer Center: This website contains comprehensive documentation, tutorials, and resources for building Zendesk apps: https://developer.zendesk.com/documentation/
- Zendesk Command Line Interface (ZCLI): This tool helps you quickly set up, test, and package your Zendesk app: https://developer.zendesk.com/documentation/apps/getting-started/using-zcli/
- Zendesk Marketplace: Consider listing your app on the Zendesk Marketplace for wider reach and monetization: https://www.zendesk.com/marketplace/
Additional tips:
- Start with a minimum viable product (MVP) and iterate based on user feedback.
- Pay attention to user interface (UI) and usability to ensure the app is easy for agents to use.
- Test your app thoroughly before deploying it to production.
- Consider future integrations with other Zendesk features or external systems.
Asking for help is ok too: If you're not comfortable with development yourself, you can hire a Zendesk app development partner (Like Brandons company 729 Solutions) to help you build and deploy your app.
View comment · Posted Dec 19, 2023 · Brandon Taylor
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Brandon Taylor commented,
Brandon (729) - That link 404's for me.
Is this the link you were trying to reference?
Enabling authenticated visitors for messaging with Zendesk SDKs | Zendesk Developer Docs
View comment · Posted Dec 19, 2023 · Brandon Taylor
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