Brett - Community Manager

1. Community
2. Support Best Practices, Workflows, & Tips
3. Using Enhanced SLAs

Hi Amy, As you mentioned, FRT would not be factored in assuming your agents already submitted their first public response on this re-opened ticket previously. However, if the ticket is re-opened t...

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• Brett - Community Manager
• Created April 19, 2019 18:00
• 0 votes

1. Using Support
2. Zendesk basics
3. Considering one or multiple Zendesk instances

Hey David, There are a couple of options you have for migrating your data over from one Support account to another. More information can be found in the following article: Merging or migrating da...

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• Brett - Community Manager
• Created April 19, 2019 17:38
• 0 votes

1. Community
2. Zendesk Integrations EAP - Answer Bot for Slack
3. Unable to assign a request to a specific person or group in Zendesk

Hey Kat, Looks like a ticket has been created to troubleshoot further :) Our team will continue working with you on the ticket to determine the cause of this issue. Cheers!

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• Brett - Community Manager
• Created April 18, 2019 16:40
• 1 vote

1. Community
2. Guide Product Feedback
3. Insights Feedback - Answer Bot Metrics

Hey Michael, Any chance you could provide a screenshot of this ratio you're referring to? I just want to make sure we're both on the same page :) Happy to dig into this further once I receive some...

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• Brett - Community Manager
• Created April 18, 2019 16:35
• 0 votes

1. Using Support
2. Workflows
3. Zendesk Support placeholders reference

Hey Pawel, Can you try using {{ticket.requester.organization.id}} instead and see if that gets you the data you're looking for?  Let me know!

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• Brett - Community Manager
• Created April 18, 2019 16:24
• 0 votes

1. Community
2. Support Product Feedback
3. CC problem

Hey Lori, Sorry to hear you're experiencing issues with the CC functionality within Zendesk :( I completely understand your frustration and this is something that our Product team is currently loo...

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• Brett - Community Manager
• Created April 18, 2019 16:09
• 0 votes

1. Using Support
2. Workflows
3. Setting your schedule with business hours and holidays (Professional and Enterprise)

Hi Christopher, I'm afraid there's no view condition that will look at the hour a ticket was created unfortunately. The best alternative I can think of is if you have multiple schedules available o...

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• Brett - Community Manager
• Created April 18, 2019 15:57
• 0 votes

1. Using Guide
2. Working with the Knowledge Capture app
3. Installing the Knowledge Capture app

Hey Nigel, Apologies for the delayed response on this post! I did want to inform you that this issue has been resolved by our internal team. Let us know if you continue experiencing issues with th...

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• Brett - Community Manager
• Created April 18, 2019 15:46
• 0 votes

1. Using Guide
2. Using the knowledge base in Help Center
3. Setting view permissions on articles with user segments

Hi Mercedes, The best alternative I can think of is adding some sort of hybrid user segment along with a hybrid tag so this can be applied to any article that should be seen by Dogs,Cats, and Bird...

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• Brett - Community Manager
• Created April 18, 2019 15:45
• 0 votes

1. Community
2. Zendesk EAP - Answer Bot for Web Widget
3. Support restricted content

Hi Céline, You are correct and that could be the cause of answer-bot not returning any results or continuing it's search. If the content is restricted then it has no information to provide the use...

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• Brett - Community Manager
• Created April 18, 2019 15:34
• 0 votes