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Dave Jensen

Joined Mar 28, 2022

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Last activity Jan 12, 2023

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ACTIVITY OVERVIEW

Latest activity by Dave Jensen

Dave Jensen commented,

CommentSetting up Zendesk Chat

Is it possible to allow the visitor to rate the chat only when the chat has concluded? We're hoping to disable the rating option that is visible and able to be clicked throughout the chat and only allow it to populate once the agent or visitor has ended the chat

View comment · Posted Jan 10, 2023 · Dave Jensen

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Dave Jensen commented,

Community comment Feedback - Admin Center

+1 - Our Use Case is below:

We'd like to create triggers that would generate communications to our T2 agents/Engineers/Product Teams whenever a certain threshold of certain tickets are reached. For example, if 50 tickets are created within an hour that have the same Product Area field impacted or the same Issue Type. This would help us proactively identify what is becoming a major issue instead of relying on customers to continue reporting issues for us to manually identify trends.

View comment · Posted Dec 14, 2022 · Dave Jensen

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Dave Jensen commented,

Community comment Feedback - Ticketing system (Support)

+1 this is a needed security feature. We have customers from all around the world and they are often contacting us from multiple devices so it's impossible to maintain an allowed list of IPs. We need the ability to only block certain IP's whenever we notice spam tickets being created. 

Our current workaround is to use a trigger to assign the tickets to a manager who then bulk edits the tickets to spam. This is not a useful workaround as too much manual time is involved when there should be a simple IP Block in place.

View comment · Posted Dec 07, 2022 · Dave Jensen

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Dave Jensen commented,

CommentUsing themes and customizing your Help Center

Does anyone have advice on how to adjust the size of the boxes that the Section/Category appears in? We have 4 sections that appear in our Copenhagen Theme but I don't see anywhere to customize the size of those boxes

View comment · Posted Oct 06, 2022 · Dave Jensen

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Dave Jensen commented,

CommentUsing themes and customizing your Help Center

Is there anything in the standard Copenhagen theme I can use to add a Help Center Greeting/Overview paragraph? Currently the theme shows the top level content (i.e. multiple sections) in boxes only that a user can click on. I want to add a paragraph right above that content that says something like "welcome to the ____ Help Center, here is how to navigate between each of these content areas below" etc.

I am not a developer and was hoping there was a shortcut I could use in the left-side toolbar to accomplish this but I'm not seeing anything so far

View comment · Posted Oct 06, 2022 · Dave Jensen

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Dave Jensen commented,

CommentJira integration

We're trying to find a way to get the JIRA ticket to populate on a ticket field in ZD so we can do easier reporting off of our problem/incident tickets. Has anyone found a way (using triggers/automations or alternative ways) to accomplish this?

View comment · Posted Sep 06, 2022 · Dave Jensen

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Dave Jensen commented,

CommentSalesforce integration

We recently added a bunch of new fields into our Zendesk/SFDC instances and just set up the mapping rules for the ticket sync. It is successfully syncing now, however I'm wondering if there is some trick we can use to mass sync tickets (similar to these steps for mass syncing from the Account/Organization level). I'm hoping we can do something to mass update tickets from our Zendesk instance without needing to wait for a ticket to be updated in ZD and cause our triggers to fire and send the synced data to SFDC.

View comment · Posted Aug 23, 2022 · Dave Jensen

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Dave Jensen commented,

Community comment Feedback - Ticketing system (Support)

+1 on having the ability to add the ticket subject appear in this tab. Requester and Ticket ID are not unique enough for our agents to instinctively know which ticket is which without hovering over to see more details (which is time-consuming).

View comment · Posted Jul 25, 2022 · Dave Jensen

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Dave Jensen created a post,

Post Feedback - Ticketing system (Support)

Currently, using the CC's and Followers version, our customers who are signed into their Zendesk accounts can use the Submit a Request option to create their ticket and have the option to cc others to tickets. Our customers often cc their CSM or Sales rep on their ticket so this is a great feature to have.

Our challenge is that most customers are not signed into their Zendesk account when they create a ticket. Instead, they often create their ticket via the ticket form (web widget) we have enabled in our software. Because they are not signed into Zendesk, the cc field does not appear to them here.

Proposal: Allow a ticket form to have a cc option that can be enabled. Regardless of whether a user is signed into their Zendesk account or not, they may want to cc someone as they create a ticket and need to have that functionality.

Posted Jul 22, 2022 · Dave Jensen

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Dave Jensen commented,

CommentWorking with articles in the knowledge base

Does Zendesk have a list of external image hosting options it recommends partnering with? We've currently been uploading images directly to articles and a few needs have arisen that seem like they'd be solved if we had an external image hosting site where we could host/maintain all images.

Just looking to get a list of which vendors work best for this purpose.

View comment · Posted Jun 02, 2022 · Dave Jensen

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