Jake Bantz
Associate Manager, Technical Support
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Total activity275
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Last activity
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Following22 users
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Articles
Recent activity by Jake Bantz-
Why does my satisfaction survey response rate always show a 100% response?
Question Customers are receiving the satisfaction survey, but I know that 100% of my customers are not responding. Why is it showing as a 100% response rate? Answer A reason this can happen is that...
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What happens when a Support account subscription expires?
Question What happens when my Zendesk Support account expires? Answer Even though your Support account is still accessible for a time after it has expired or been suspended, no tickets or emails wi...
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What value should I use for custom fields when making an update via API?
Question Zendesk Support has a variety of custom fields for tickets, organizations, and users. When updating one of these, the following question often comes up: What types of values are expected i...
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When is first reply time recorded in reporting?
Question When in the life of a ticket is the first reply time recorded? Answer In reporting, the first reply time metric is calculated by measuring the time between the customer's first message on ...
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Why didn't a trigger fire for the CCd user?
Question A ticket was updated and a trigger didn't send a notification even though the ticket seemingly met the criteria of the trigger. The user who would normally receive the email notification f...
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Why do my articles not appear in suggested articles on requests or Help Center search?
Question My search terms seem like they would apply to one of my articles, but the intended article does not appear when I search. Why does that happen? Answer As described in this article, the Hel...
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Some Help Center searches produce fewer results than other searches for the same term
Issue Symptoms Searches are identical Some searches are returning more or less results than others Searches are performed from different Help Center pages (Home page vs. article page) Conditions ...
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Why do tags disappear when an agent updates the ticket?
Issue Symptoms An agent is in the process of making an update to a ticket. During this, the agent took an action which added a tag to the ticket within the agent interface (via a macro or by manual...
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Why Facebook private messages don't populate to a Zendesk ticket
Issue Symptoms A private conversation between a customer on my Facebook business page didn't create a ticket. An individual reply from the customer or a Facebook page administrator, outside of Sup...
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How do I update the breadcrumbs in the Help Center to match a custom Community name?
Disclaimer: We don't recommend heavily customizing the output of advanced helpers with JavaScript or CSS because their internal implementation might change in the future. Question How do I update t...