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Gareth Elsby

Joined Oct 17, 2023

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Last activity Feb 13, 2025

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ACTIVITY OVERVIEW

Latest activity by Gareth Elsby

Gareth Elsby commented,

Community comment Feedback - Help Center (Guide)

We're desperate for this as well. We're trying to embed healthy verification behaviours into the company, but having no access to a verification datapoint is really holding us back. We cannot provide any oversight or accountability into our process, because the whole verification system is ‘behind the curtain’. Adding this datapoint to the articles endpoint will be super useful for us as well.

View comment · Posted Feb 13, 2025 · Gareth Elsby

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Gareth Elsby commented,

Community comment Feedback - Ticketing system (Support)

Allen Lai | Head of CX at Otter.ai Would you be able to share that Zap? I'd love to see it

View comment · Posted Dec 10, 2024 · Gareth Elsby

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Gareth Elsby commented,

CommentWorking with articles in the knowledge base

This is great news and potentially a massive help for us in managing our multibrand content!

One question about article editing via API. We maintain a single source of truth for some of our content and push that into the help centre via the articles API. If I edit an article via it's article_id via API, will the change propagate to the multi-placed articles? Or would we need to find each unique article_id first and edit all of them simultaneously?

View comment · Posted Sep 26, 2024 · Gareth Elsby

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Gareth Elsby commented,

Community comment Developer - Zendesk APIs

Hi Tipene Hughes Has there been any developments with content blocks? We're looking to migrate a lot of structured knowledge into content blocks and the lack of API is a huge blocker for us here

View comment · Posted Apr 12, 2024 · Gareth Elsby

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Gareth Elsby commented,

Community comment Discussion - Success with Zendesk

Just Iterating on Brandon Taylor's solution here:

Dynamic Supervisor Groups:

  • Create a "Supervisor" group and dynamically add/remove members based on their current reporting relationships. This can be achieved through integrations with HR systems or using custom fields in Zendesk to define reporting lines.
  • Set up a trigger to fire when a ticket breaches its TAT and the assigned agent hasn't updated it.

As an action, the trigger assigns the ticket to the "Supervisor" group, ensuring the current supervisor receives the notification.

I spotted yesterday that there's a trigger action to email all the members of a selected group, so my suggestion would be:

  • As an action, the trigger sends an email to all members of the supervisor group, ensuring the current supervisor receives the notification.

 

View comment · Posted Dec 19, 2023 · Gareth Elsby

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Gareth Elsby commented,

Community comment Q&A - Tickets and email

Another tool to try in place of Zendesk's own feature is Sentisum. They offer ticket tagging based on customer intent and sentiment and also provide very deep analysis on keywords, sentiments and intents across all your tickets

View comment · Posted Dec 19, 2023 · Gareth Elsby

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Gareth Elsby commented,

Community comment Feedback - Chat and Messaging (Chat)

Here's an example from our business (and not even the worst one!). We send multiple branches to a contact agent step, that checks for business hours and then checks for agents online. 

We can copy and paste these steps to each branch, but it quickly becomes unscalable and extremely difficult to maintain. Being able to consolidate multiple branches would reduce overhead on both the customer and Zendesk's side of the system.

View comment · Posted Oct 17, 2023 · Gareth Elsby

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