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Dan Cooper

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Activity overview

Latest activity by Dan Cooper
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    Dan Cooper created a post,

    Add Column Filters for Views

    Suggestion:  Add filters onto views that would allow for temporary removal of certain tickets from a predefined view.  For example.  If I have a view configured like this:  ALL Conditions - Ticket ...

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    Dan Cooper commented,

    I have to say that I'm really happy with the changes to the {{user_info}} placeholder with the v2 template. The old placeholder was a huge pain and it is much more flexible now. 

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    Dan Cooper commented,

    Hi Mark,  The ability to select an entire category for use in triggers/automations is not a feature today.  Categories made using : : are largely a UI element to help with drop-down and multi-selec...

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    Dan Cooper commented,

    I think Brandon Tidd is onto an interesting idea there.  You could have a knowledge article that has recaps of the key points of various tickets that you can link with the Knowledge Capture app.  I...

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    Dan Cooper created a post,

    Agent Context for Sunshine Guide Events

    I know that this app is geared towards customer facing events similar to how Pathfinder was in the past.  So this might be a bit out of the scope of the EAP, but I'm curious as to if there have bee...

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    Dan Cooper commented,

    Hello,  If the users are Zendesk agents, you can use a trigger to add them as a CC when these sorts of tickets are created.  If they are end users, I've found success doing something like what is ...

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    Dan Cooper commented,

    I've been running into more scenarios where token based links give credit to the requester for the actions of someone else (see satisfaction survey responses completed by automatic link openers).  ...

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    Dan Cooper created a post,

    Rapid Resolve or Answer Bot Events

    Does the Guide Events app happen to capture events where the end user solves a ticket via Answer Bot or Rapid Resolve?  It would be interesting to see if a customer were to continue searching and s...

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    Dan Cooper commented,

    I think seeing real time changes on content would be amazing in this context, if Zendesk were to do this I would love to see it expand as an evolution to their Agent collision feature that exists i...

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    Dan Cooper commented,

    Hi Romano,  It's awesome that you can see the value in Zendesk and how it can help you communicate with your users.  Zendesk is a service that drives value to many organizations and users.  While t...