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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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Recent activity by Brandon Tidd Recent activity Votes
  • Explore Recipe: Live Answer Rate in Zendesk Talk

    One metric that is frequently used in support centers is "Live Answer Rate" - IE - the number of calls answered live vs calls going to voicemail. In practice, we've discovered that this number is...

  • Grouping By Ticket Form

    When working with a view that contains content from multiple Ticket Forms, I was attempting to Group Tickets by Ticket Form.  This worked, however the Ticket Forms appeared to be in a "random" orde...

  • Notify Supervisors Of "Hot Potato" Tickets

    Occasionally, Support Agents will have trouble answering a customer question.  These questions tend to get bounced around from Agent to Agent without getting solved.  As a supervisor, it would be h...

  • Custom Responses Based On Business Hours

    When you first setup Zendesk, a notification gets sent to your End-Users to let them know that their request was received automatically once a Ticket is created.  Sometimes though, it might make se...

  • Escalating Tickets To Other Groups

    Sometimes Tickets need to be escalated to other Groups of Support Agents for handling.  While this can be done manually, we always recommend using Triggers to take care of as many of the steps as p...

  • Zendesk Explore - Filtering on Multi-Brand

    If you have Multi-Brand setup on your instance, one thing you'll want to watch for is when you are creating a report that filters on a subset of your brand.  The issue is when it comes to "Selectin...

  • Grouping & Sorting Views: Ascending Vs Descending

    When you're grouping or sorting items in a view, you are provided the option to group or sort in Ascending or Descending order.  When working with some datasets, the answer is intuitive, but less s...

  • Scheduled Delivery of Explore Dashboards

    When scheduling delivery of Zendesk Explore dashboards, we can select daily, but I would love to see an enhancement that allows for delivery on weekdays only.  Our support center is 12x5, so every ...

  • Creating A Master Schedule

    Answered

    What it is you're trying to do We have multiple schedules that all adhere to the same holiday calendar. It would be nice to have a "parent" or "master" calendar that we could nest "child" calenda...

  • Adding Fields To Views

    Planned

    Our list of available fields is ever expanding, which makes dragging fields towards the bottom of the left list up to the right list difficult.  Would love to see bidirectional arrows on pages like...