Amie B

1. Community
2. Support Q&A
3. Notification when a specific organization logs a tickets

Hey Jay, You could look at using a trigger & extension combo to achieve this. There are a couple of steps involved to get this working. Check it out below.  1. For the Extension (target) Set a URL...

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• Amie B
• Created August 09, 2020 11:36
• 0 votes

1. Community
2. Feedback on Talk
3. Ability to "dig in" to Talk data

Hey Taylor, While you don't have access to this type of info from within the Zendesk Talk UI. You could look at doing some reporting on this type of thing. There seems to be a few attributes/metric...

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• Amie B
• Created August 09, 2020 11:26
• 0 votes

1. Community
2. Support Q&A
3. How do I get a daily CSAT report automatically sent to my email?

Hi Rhomel, Explore comes with some existing Satisfaction reports which you could look at scheduling to be emailed to you at a certain time. If the built-in reports aren't suitable you could also lo...

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• Amie B
• Created August 03, 2020 05:03
• 0 votes

1. Community
2. Feedback on Explore
3. Excel exported is not in the same format in Explore

Hi Eugene, Are you able to give us a timeline on when we can expect the issue to be resolved now that the team are working on it? Best, Amie

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• Amie B
• Created July 23, 2020 00:51
• 0 votes

1. Community
2. Support Q&A
3. Allowing end users to CC/Follow Organization Requests

Hey Chris, You could look at using the Shared Organization feature in Zendesk. You can check out the finer details in this guide here.  There's a setting on the org level which you can set, that al...

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• Amie B
• Created July 17, 2020 03:04
• 0 votes

1. Community
2. Support Q&A
3. Prevent agents from removing labels in tickets

Hi Mariano, You can prevent agents from editing the tags on tickets however, this feature is limited to the Enterprise plan, under custom roles. You can check out more info on custom roles here. If...

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• Amie B
• Created July 17, 2020 03:01
• 0 votes

1. Community
2. Feedback on Explore
3. When can we expect Explore to track SMS? And joins?

Hi Vincent,  Wondering if there's been any progression on being able to report on SMS yet? It's also important that we be able to report on the number which is linked to the user profile. I see we ...

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• Amie B
• Created July 17, 2020 02:55
• 0 votes

1. Community
2. Guide Q&A
3. Captured Knowledge: Guide Admin Task?

Hey Ryan, It took some digging but as far as I can see, there was a UI change. I found this article here with an older screenshot. This is the old screenshot below:   I guess the purpose of Captur...

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• Amie B
• Created July 10, 2020 02:38
• 0 votes

1. Community
2. Feedback on Talk
3. Alert Admin When All Available Agents Are On Active Calls

Hey Jessica, I agree that would be a really handy feature. Another thing you could look at in the meantime is perhaps signing up to the Real-time dashboard beta for Zendesk Explore. You can check i...

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• Amie B
• Created July 10, 2020 02:09
• 0 votes

1. Community
2. Zendesk Support EAP - Side Conversations API
3. Ticket field auto fill

Heya, You're welcome and thanks for the update. I'm no expert on the API so not able to help you directly there, but I was having a think about this and perhaps you could utilize the User Data app ...

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• Amie B
• Created July 10, 2020 02:02
• 0 votes