Brandon Tidd
Certified Zendesk Administrator and Solutions Architect for 729 Solutions. Born and raised in Cleveland, Ohio. Lover of life, and cats.
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Total activity462
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Last activity
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Member since
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Following3 users
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Followed by7 users
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Votes18
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Activity overview
Latest activity by Brandon Tidd-
Brandon Tidd commented,
Hi Melissa Frechette - Sorry for the delay here. One approach would be to create a second schedule opposite your normal hours, associating it with a newly register a second phone line that serves ...
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Brandon Tidd commented,
Hi Hesham Mahmoud - Sorry for the delay here. Can you help me understand what you mean by supported? Zendesk uses Twilio as the provider for Zendesk registered support numbers, and offers tight ...
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Brandon Tidd commented,
Hi Francisco - Sorry for the delay here - for this use case I would suggest forwarding your digital line to a secondary line that has an IVR menu via overflow. The transition should be pretty seam...
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Brandon Tidd commented,
Hi Sebastian Bornemann, You'll actually need to add quotes around your placeholder here as well: { "user": { "user_fields": { "key": "{{ticket.ticket_field_******5101}}", } ...
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Brandon Tidd commented,
Hi William Bray, That is a bit of a tough one, for sure! One thing that might help is to leverage the "My Activities" portal in the help center. This would allow users to see their tickets withou...
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Brandon Tidd commented,
Hi pstrauss - You should be able to do this through the Ticket Comments API. Alternatively, there are a few apps in the marketplace that can handle this, such as this one. Hope this helps! Brandon
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Brandon Tidd commented,
Hi Tim Pelzer - Sorry to hear you're having trouble - have you tried checking the Audit Log for any changes? Brandon
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Brandon Tidd commented,
Hi Fiona W - Thanks for reaching out! So the SLA is generally an end-user-focused metric. That is to say, even when your agents go offline, the end-user is still waiting for an answer, so the SLA...
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Brandon Tidd commented,
Hi Kaylin Bailey - Sorry for the delay here. Generally speaking, having a Trigger that looks for the conditions Ticket is CreatedChannel is Voice Actions Add Tag: phone_call I'm curious as to your ...
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Brandon Tidd commented,
Hi Jake Galtman - A couple of options here. You could just update the stock Priority field to be end-user facing: Another option would be to create your own custom drop down field and then use t...