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Mattias Malré

Joined Oct 23, 2024

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Last activity Feb 11, 2025

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Latest activity by Mattias Malré

Mattias Malré commented,

CommentUsers, groups, and organizations

Is this entire article even valid any longer? I can't see any “Reports” alternative under Tools. 

 

I need to do an Export so that I can change the Access for my users and do an import. 

View comment · Posted Feb 10, 2025 · Mattias Malré

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Mattias Malré commented,

Community comment Feedback - Ticketing system (Support)

Any news on this feature? We also absolutely need this asap. We just migrated to Zendesk from Intercom and needed to batch upload the entire customer base from our platform to prepare for tickets etc. 

One of the key features was that they could see tickets across all orgs. Now I see I need to manually update it on all users? That's not at all feasible for 5000+ users. 

 

View comment · Posted Feb 10, 2025 · Mattias Malré

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Mattias Malré commented,

Community comment Q&A - Reporting and analytics

Thanks Elaine

Can you please share the public API details and I will have one of our tech people have a look at what we can pull in. 

 

Thnaks in advance

-Mattias

 

View comment · Posted Feb 07, 2025 · Mattias Malré

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Mattias Malré commented,

Community comment Q&A - Reporting and analytics

Hello Elaine and good afternoon from a sunny Copenhagen!

I can not really follow your instructions at all. Dont know where to start, but I'll see if I can educate myself more in Explore. Not sure that the Count setup will work as long as I cant get access to the actual rating the customer gave. 

 

I have the Satisfaction survey set up as below. Is there no way of learning which of the emojis the customer clicked on? 
 

I want to calculate a real CSAT score, for example 4,2 out of 5.

 

Thanks in advance

-Mattias

 

 

View comment · Posted Feb 03, 2025 · Mattias Malré

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Mattias Malré commented,

Community commentZendesk EAP - Article Multiplacement

Hello Orsolya Forster 

I would personally say that it's not a huge issue to have to select one or the other. It's the title of the article that is important, not that it's placed in one place or another. 

This double article presentation is extra irritating in the “Submit a ticket” section where the real estate is very important to deflect cases. See example from our site below: 

View comment · Posted Jan 10, 2025 · Mattias Malré

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Mattias Malré created a post,

Post Q&A - Reporting and analytics

Hello and good morning from a windy Sweden! 

We are in our first two months of using Zendesk for our Support team and are still very early in adopting it. 

 

For our Support cases we send out a post-case survey where I have set it to use a 5-scale emoji-type with a text to go along with it. 

But I cant seem to find how I see the average CSAT score. I can only find the % number in Explore, but I want the average. 

 

Can anyone help guide me in the right direction? 

 

All the best

-Mattias

Posted Jan 08, 2025 · Mattias Malré

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Mattias Malré commented,

Community comment Feedback - Ticketing system (Support)

Adding to the long line of users requesting this Again, coming from Intercom where this was a feature it's crazy to see it's not available here. 

View comment · Posted Dec 12, 2024 · Mattias Malré

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Mattias Malré commented,

Community comment Feedback - Ticketing system (Support)

Yes please, fix this. Migrating to Zendesk from another system would be a lot easier if OOB functionality like this was available. 

View comment · Posted Dec 11, 2024 · Mattias Malré

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Mattias Malré commented,

Community comment Feedback - Ticketing system (Support)

+100 on this. Can't believe it's not already a feature three years later. It's a basic feature. 

View comment · Posted Dec 11, 2024 · Mattias Malré

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Mattias Malré commented,

Community comment Feedback - Help Center (Guide)

Thanks Caroline Kello  - Is there any documentation as to how we go about implementing our own SSO page? 
Thanks in advance
-Mattias

View comment · Posted Dec 10, 2024 · Mattias Malré

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