Zac

Total activity 465
Last activity December 10, 2018 22:49
Member since June 01, 2016 16:21

Following 0 users
Followed by 2 users
Votes 111
Subscriptions 222

Activity overview

Latest activity by Zac

Zac created a post, December 10, 2018 18:56
Side Conversations: Protect against sending data externally
1. Community
2. Support Product Feedback
In Side Conversations, it is remarkably easy to start a new conversation with a third party about a Zendesk ticket. This is the strength of the feature, and it is a great enhancement to collaborati...
- Zac
- Created December 10, 2018 18:56
- 1 follower
- 0 comments
- 1 vote
Zac created a post, November 19, 2018 15:40
Insights Feedback - Answer Bot Metrics
1. Community
2. Guide Product Feedback
The default dashboard for Answer Bot on the Insights (View Only) Dashboard contains a report that could use some nurture in the data it shows to us. "Best performing articles" displays ar...
- Zac
- Created November 19, 2018 15:40
- 2 followers
- 0 comments
- 1 vote
Zac created a post, November 07, 2018 19:36
[Skills Based Routing] Apply Skills After Triggers
1. Community
2. Support Product Feedback
Currently, Skills are calculated and assigned to tickets prior to all other business rules, including Triggers. However, we use a complex sequence of triggers to set a series of values on our ticke...
- Zac
- Edited November 07, 2018 19:45
- 2 followers
- 1 comment
- 0 votes
Zac commented, November 05, 2018 23:46
I have gotten feedback around this from one of my agents as well, and would like to add my voice to this request. The agent suggested something like the following to help identify comments that hav...
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- Zac
- Created November 05, 2018 23:46
- 0 votes
Zac commented, November 01, 2018 16:09
You can now update articles in bulk without using the API: https://support.zendesk.com/hc/en-us/articles/360001912187-Updating-knowledge-base-articles-in-bulk
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- Zac
- Created November 01, 2018 16:09
- 1 vote
Zac commented, November 01, 2018 16:03
@Toby - for our team, I think it would work as something that's done automatically - if all recipients are agents / light agents, use real names. I don't think an agent would need to choose this on...
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- Zac
- Created November 01, 2018 16:03
- 0 votes
Zac created a post, October 30, 2018 18:18
Guide: Bulk Actions Usability Enhancement
1. Community
2. Guide Product Feedback
In article lists, you can sometimes view translations that are not the source article. This includes the list of articles assigned to me, articles by workflow status, and any filtered list where th...
- Zac
- Created October 30, 2018 18:18
- 1 follower
- 0 comments
- 1 vote
Zac commented, October 25, 2018 14:05
I agree with this suggestion, I have tried Answer Bot for Web Widget on pages that are using the feature, and really miss that button as an end user.
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- Zac
- Created October 25, 2018 14:05
- 0 votes
Zac commented, October 25, 2018 03:52
LOVE THIS! We are very excited about all of these new features, from signature, to HTML support, to comment features and attachment features (that is awesome). The only challenge I see for us is th...
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- Zac
- Created October 25, 2018 03:52
- 2 votes
Zac commented, October 22, 2018 16:11
Not gonna lie I'm still on the edge of my seat here.
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- Zac
- Created October 22, 2018 16:11
- 0 votes