Brandon Tidd

1. Community
2. User Tips & Tricks
3. Grouping & Sorting Views: Ascending Vs Descending

Good Catch Sovellin Oy Ltd (EMEA RESELLER) (PRM)! In this case I would recommend A) New B) Assigned 3) Scheduled as a work around.  You're also smart to keep your eye on the tags. Brandon

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• Brandon Tidd
• Created May 06, 2021 15:00
• 0 votes

1. Explore
2. ...
3. Explore recipes
4. Explore recipe: Reporting on first reply time

Hi Matt Foley - Try switching to AVG instead of MED to get the Average opposed to the Median. Brandon Tidd729 Solutions

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• Brandon Tidd
• Created April 27, 2021 14:52
• 0 votes

1. Support
2. ...
3. Workflows
4. About automations and how they work

Hey Ian -  While Triggers & Automations are focused on the lifecycle of a ticket, you could 'piggyback' off this process to update the user profile using Triggers, json and Notifying External Targe...

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• Brandon Tidd
• Edited April 27, 2021 14:49
• 0 votes

1. Guide
2. ...
3. Help Center customization
4. Disabling the subject and description fields on the new request form in Help Center

Kuldeep Patidar -  Building on the great answer from Samuel Mosher, you can use this same method to copy the ticket fields into the description.  {"ticket": {"subject": "Product Update Request - {{...

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• Brandon Tidd
• Created April 22, 2021 20:16
• 1 vote

1. Community
2. Support Q&A
3. what is the common industry practice on changing subject lines of email threads ?

Hi lucia -  Apologies for sending you down the wrong rabbit hole!  The field I was looking at was actually referring to requester "Title."  You are correct that this is not available as a standard ...

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• Brandon Tidd
• Created April 09, 2021 21:14
• 0 votes

1. Community
2. Support Q&A
3. what is the common industry practice on changing subject lines of email threads ?

Hi lucia -  If you wanted to overwrite the existing subject with a standardized one, the Action item you're looking for is actually ticket "Title" which translates to the subject of the email. Brandon

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• Brandon Tidd
• Created April 07, 2021 20:50
• 0 votes

1. Community
2. Support Q&A
3. what is the common industry practice on changing subject lines of email threads ?

Hi Bhargav Channa Reddy -  I think it largely depends on your industry and customer's expectations, as well as your intake method.  If your customers are filling out a form that's dropping a generi...

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• Brandon Tidd
• Created April 07, 2021 15:31
• 0 votes

1. Community
2. Talk Q&A
3. Verifying customers over the phone

Hi Taylor Wilson - It might be somewhat of a shortcut, but you could try just sending the user a public reply with an Agent generated sequence (ie pick a random 4 digit # or phrase), and then have ...

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• Brandon Tidd
• Created March 17, 2021 15:54
• 0 votes

1. Community
2. Chat Q&A
3. How to Integrate zendesk on a Blog website?

Hi Amelia Belli & Justin searls! Zendesk is a customer service ticketing platform that allows you to connect with your customers where they are, with capabilities to connect via email, phone, chat,...

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• Brandon Tidd
• Created March 16, 2021 17:25
• 0 votes

1. Support
2. ...
3. Business rules
4. How can I route tickets to groups based on the support address they are received at?

Hi Grant - I believe Trigger customization would require upgrade to at least the Team plan. Hope this helps! Brandon

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• Brandon Tidd
• Created March 11, 2021 15:00
• 0 votes