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Zach Gilbert
Joined Apr 17, 2022
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Last activity Feb 07, 2025
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Latest activity by Zach Gilbert
Zach Gilbert commented,
Luis Freitas not sure if you figured this out, but you would do the same thing, just make it a customer field vs an org and add the tag to the customer vs the organization. The rest would be the same.
View comment · Posted Feb 07, 2025 · Zach Gilbert
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Zach Gilbert created a post,
Currently doing flow charts to re-do all of our company forms for Zendesk. One form is for product support.
In some cases, the customer may use the form, or email in about multiple products. Often if the support request is different, the team will split the ticket for each product. But sometimes product A and product B from the same company can live on the same ticket.
What is everyone else doing? I'm thinking of conditions that (if it works) the user or agent can fill in the first product, but then they have a box “need to add another product?” which then opens another product filed and so on.
Is this the best way to do it? Or are there others?
Open to ideas.
Edited Feb 06, 2025 · Zach Gilbert
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Zach Gilbert commented,
Tiago Magalhaes are you able to look at ticket 13181419? We have one agent who if they have the plugin installed, they get kicked our of various AUX codes and even moved out of Zendesks Omnichannel routing statuses.
View comment · Posted Feb 03, 2025 · Zach Gilbert
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Zach Gilbert commented,
Hey Rich Talbot simply looking at a sujjected article won't mark the ticket as solved. When the user clicks on the link they are presented with a popup near the bottom of the screen saying that they can mark this as solved.
View comment · Posted Jan 27, 2025 · Zach Gilbert
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Zach Gilbert commented,
Orsolya Forster I've thought about this a lot more, and I actually think you would want two things. By default, they show up in search, but you have the option per placement to not be indexed by search. In many cases, I now think it makes more sense for it to show up in search for multiple locations as an end user could be looking for something on a specific product and maybe they find the duplicated article on another product in your KB, even though the info is correct, they may not understand that the information pertains to their product too. But I could see the need for the ability to not have it show. This could be as simple as a check box in the multi-placement process that says “Allow search to index this article” or something.
TLDR:
Default Search Visibility: Articles should be visible in search results by default.
- Opt-Out Search Indexing: Provide an option to exclude specific article placements from search results.
- Rationale for Search Visibility: Duplicated articles on different products can be beneficial for users seeking specific product information.
View comment · Posted Jan 10, 2025 · Zach Gilbert
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Zach Gilbert commented,
Thanks, Erin O'Callaghan - Is there documentation on Auto Assist telling it how to read tags? Or is it as simple as adding a step in the procedure “Run this procedure if the ticket has the tag ”Refund_request"? We were moved over from procedures in admin to procedures in Guide a few weeks back, but not seeing any step or setting regarding tags.
View comment · Posted Dec 20, 2024 · Zach Gilbert
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Zach Gilbert commented,
Erin O'Callaghan can you expand on procedure-specific tags? Not seeing anything in the KB about this and auto assist. Can auto assist apply tags when it uses a procedure? Or is this to make a trigger, that applies a tag, and then in the procedure you can tell auto assist to follow procedure X based on the tag on the ticket?
View comment · Posted Dec 19, 2024 · Zach Gilbert
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Zach Gilbert commented,
Thanks, Barry Neary - We've turned off auto reassignment of chat until that feature is implemented.
View comment · Posted Dec 18, 2024 · Zach Gilbert
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Zach Gilbert commented,
Barry Neary this is the same comment that was left in the other group that you replied to this morning where the agent ends the messaging conversation, then emails the customer on the same ticket, the agent goes offline, and then the customer emails back on that ticket. SInce we have the setting to re-assign chats when an agent is offline, the agent is stripped from the ticket, but the ticket is not being offered to any other agents like a messaging ticket would. It sits in the cue as an unassigned messaging conversation.
View comment · Posted Dec 05, 2024 · Zach Gilbert
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Zach Gilbert commented,
Jahn i reported the same issue on another thread today. Unfortunately there have been a few hiccups with the rollout of the stop messaging feature.
View comment · Posted Dec 05, 2024 · Zach Gilbert
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