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Brandon Taylor

Joined Jul 05, 2023

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Last activity Jul 10, 2024

Zendesk Luminary

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ACTIVITY OVERVIEW

Latest activity by Brandon Taylor

Brandon Taylor commented,

Community comment Feedback - Chat and Messaging (Chat)

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,

Community comment Q&A - Tickets and email

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,

CommentGeneral questions about live chat

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:

 

View comment · Posted Jun 25, 2024 · Brandon Taylor

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Brandon Taylor commented,

Community comment Q&A - Tickets and email

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,

Community comment Discussion - Success with Zendesk

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,

Community comment Q&A - Tickets and email

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,

Community comment Developer - Zendesk APIs

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,

Community comment Developer - Zendesk APIs

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,

Community comment Q&A - Apps and integrations

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:

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,

Community comment Q&A - Chat, messaging, and widgets

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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