Justin

1. Announcements
2. Announcements
3. Updates to the Zendesk Help Centers

@Nicole - Thanks for getting back to me. I have started work on a new one of our team and hope to steal some of your ideas/learnings for ours. :) 

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• Justin
• Created December 06, 2018 23:33
• 1 vote

1. Announcements
2. Announcements
3. Updates to the Zendesk Help Centers

Hi Nicole, Was there an active git repository with the source for this help center design? Or if I want something similar I'll need to build it from scratch? Also, as Jacob pointed out, I have noti...

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• Justin
• Created December 03, 2018 03:34
• 1 vote

1. Community
2. Support Best Practices, Workflows, & Tips
3. Knowledge Manager Roundtable: What are you doing to improve self-service?

Thanks, Andrei. That is some wonderful insight. It has given me something to think about moving forward. I would definitely encourage you to write that article, I am sure many users will find it he...

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• Justin
• Created October 26, 2018 02:11
• 3 votes

1. Community
2. Support Best Practices, Workflows, & Tips
3. Knowledge Manager Roundtable: What are you doing to improve self-service?

Question for Andrei Kamarouski: Do you have an example of how to structure your help center according to the KCS guidelines?  I have a single help center with 3 different (but similar) products and...

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• Justin
• Created October 25, 2018 02:42
• 1 vote

1. Community
2. Support Product Feedback
3. Admin users viewing personal macros of other users

In the interim as a smaller project could we open up the visibility to see all macros as an admin? Assuming there are no huge structural differences in the database I imagine its possible to return...

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• Justin
• Created October 10, 2018 04:38
• 1 vote

1. Announcements
2. Announcements
3. Announcing: Skills-Based Routing (updated June 2018)

If there is an API endpoint for the skills view it wouldnt be to difficult to write an app that assigned these tickets. Is there any API documentation for this?

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• Justin
• Created October 10, 2018 04:34
• 0 votes

1. Community
2. Support Troubleshooting and Q&A
3. Expert system -- any way to create custom question paths?

I've been making use of the Conditional Fields app and some custom javascript in the help center to achieve this. It doesn't currently surface the article but I have set it up to assign the players...

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• Justin
• Created August 29, 2018 01:19
• 0 votes

1. Community
2. Business Rules - Triggers, Macros, & Automations
3. Assign ticket - automation

Skill Based Routing will likely have this feature at some point. For now it's at least a convenient way to filter tickets.

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• Justin
• Created August 29, 2018 01:13
• 0 votes

1. Community
2. Guide Product Feedback
3. Ability to have a one-time link to an article marked for Agents/Internal Use Only

I think the easiest way to achieve this currently, and I'm not sure how viable this is, is to make an article visible to users with a unique tag. Then after some time remove the tag from the users'...

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• Justin
• Created August 24, 2018 12:25
• 1 vote

1. Community
2. Support Product Feedback
3. Admin users viewing personal macros of other users

I think I lack the understanding about what could possibly be considered "private" in a macro that cant make any changes to a ticket that is not visible to an admin anyway. Unless you are...

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• Justin
• Created July 23, 2018 03:48
• 5 votes