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Heather Rommel

Zendesk manager specializing in custom triggers, automations, macros, Guide, KPI reports and best practices. www.zenmasteradmin.com. @zenmasteradmin

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Activity overview

Latest activity by Heather Rommel
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    Heather Rommel commented,

    Hi Léo Branch, I'm not sure if you mean you're using Zendesk Brands along with Groups -but either way, Groups are the only way to, well, group several agents together. It looks like you did this as...

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    Heather Rommel commented,

    Hi! Regarding this: The caller number will be shown in the console as "Caller unknown"  If the customer is required to sign in, why would they be showing as unknown? 

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    Heather Rommel commented,

    Hi Titilade Alabi, How do you connect Zendesk with the rest of your tech stack? Generally we look for native integrations, for example SFDC offers a connector with Zendesk. If the native connectors...

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    Heather Rommel commented,

    Hi Ted Svensson, Congrats on the upgrade! Most Zendesk customers find they need exactly that-- some way to categorize their tickets. If the native system field Zendesk provides doesn't work- the Ty...

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    Heather Rommel commented,

    Hi Scott Stawarz, I agree, Zendesk needs to redo the widget in a lighter fashion. It hits our Google rankings because it slows down the page.  Our workaround until Zendesk fixes this (Zendesk, why ...

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    Heather Rommel commented,

    Also reading through comments on other strings, I'm finding that Chat CSAT timestamps swing over to Explore a little off - and can skew results.  I've validated that on an account I'm working on --...

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    Heather Rommel commented,

    I have a question around the Satisfaction tab-- is the time filter on this tab looking for a good or bad CSAT rating on the date the rating was given by the customer or is it looking for the date t...

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    Heather Rommel commented,

    Hi Patrick Wilson, That's interesting! I've not seen special characters import like that. The key to custom fields is that you can change the visible name of the fields as long as you keep the tag ...

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    Heather Rommel commented,

    Hi Stella Park, The original ticket becomes one with the target ticket it merges with so only one CSAT goes out and it goes on the surviving ticket. Whenever you want to exclude tickets from sendin...

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    Heather Rommel commented,

    I'm wondering if Find & Replace is available in Zendesk Guide? It doesn't look like it... What I'm looking for is the ability to find and replace a work or phrase - for example, if I am renaming on...