Chad Susa
Founder and Principal at Gravity CX. A trusted Zendesk Select Solutions Partner and Zendesk Certified Admin. One of the first 6 ANZ employees at Zendesk. Worked at Zendesk for ~8 years helping to build the APAC and ANZ businesses.
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Last activity
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Activity overview
Latest activity by Chad Susa-
Chad Susa commented,
The same message getting sent to the requester and cc's is not ideal. In the pro-active ticket trigger, by default they both get an email notification saying: "This ticket was created on your behal...
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Chad Susa commented,
Thanks Brett Still not sure if the string "help-I-need-something" would match with the word "help" What is unclear is if Zendesk Chat triggers see "help-I-need-something" as an unique word or sees ...
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Chad Susa commented,
Hi All Just wondering if article labels also influence the 'ticket deflection' feature in Guide...you know when a requester starts typing into the subject field of a request form, suggested article...
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Chad Susa commented,
Hi All Does "help-I-need-something" match true with "help, i need somebody" In other words, does the condition see 'help-I-need-something' as a whole word or not, and therefore will match true with...
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Chad Susa commented,
Ramin Shokrizadeh - just wondering the rationale behind this. I have a number of customers that really want to turn this option off as they feel it drives chat traffic away. Something they made ver...
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Chad Susa commented,
Just a heads up if you are considering moving to the new agent workspace (especially if you use chat). Please read these two articles thoroughly along with all the articles linked above at: Using t...
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Chad Susa commented,
Hi All When I try to perform a Chat Agent transfer when using the Zendesk Agent Workspace no option appears to Assign the chat to the appropriate agent as per the screengrab above I can confirm th...
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Chad Susa commented,
Does Leg agent name also include the 'name' of the number of externally transferred calls? When I apply a Leg agent name data filter to a dashboard I get all kinds of anomalous numbers appearing in...
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Chad Susa commented,
Hi All What does the Agent Activity metric 'Calls Accepted' include? Just incoming calls accepted? Also transferred calls accepted? See attached but on testing one call was made and accepted by a...
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Chad Susa commented,
This is great. Also wondering if the users are sync'd between Sell and Support.....specifically: If a lead or contact is created is Sell can you enable an at 'creation only' sync which will also cr...