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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Activity overview
Latest activity by Chad Susa-
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...
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Chad Susa commented,
Hi All When configuring "Setting up your phone for call forwarding" (ie: call forwarding to an agents personal phone), if I have configured Group routing and queue times, do these settings still ap...
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Chad Susa created a post,
Zendesk Talk - Warm transfer to Agent groups
With the current 'warm transfer' feature: "When you transfer a call directly to an agent, you can consult with the other agent before handing off the call". Surprisingly, this is also possible when...
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Chad Susa commented,
Hi All With the current 'warm transfer' feature: "When you transfer a call directly to an agent, you can consult with the other agent before handing off the call". Surprisingly, this is also possib...
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Chad Susa commented,
Thanks Jessica - thank you so much. I was so sure I was going insane - such a small thing I couldn't see...Wont forget that in future :)
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Chad Susa commented,
Hi All Pretty sure I'm going insane. I can't seem to get Cell background_color working (see below). Pretty sure if my cursor is in a cell, I select Cell Properties and then enter a hex value in the...
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Chad Susa commented,
This article seems out of date? I don't see the Help Centre Name field under Guide Settings as the screenshot shows. In our Guide Instance it is listed under Language Settings. If it is out of date...