Welcome to the Zendesk Community - Please introduce yourself!

Mostrada

72 Comentarios

  • Hayley Jones
    Acciones de comentarios Permalink

     

    Meet my doggies.

    The one on the left is Duvel, 6 years old, named after Belgian beer.
    The old girl on the right is Rossi, almost 12 years old and named after the MotoGP legend Valentino Rossi.

    7
  • Andrei Kamarouski
    Acciones de comentarios Permalink

    Hi! I am Andrei from Belarus.

    I work with Zendesk as a private consultant from 2012. My first ticket was sent to Zendesk at October 04, 2012 18:59 :) 

    I have managed Zendesk implementation for many businesses in different domains (Automotive, Electronics, FMCG, Finance, Telco and others). I am a fanboy of KCS methodology and very happy that Zendesk makes visible progress in this area last time.

    Since 2014 I have co-managed Zendesk implementation for one of the largest telco brands in CIS region using KCS. Today 5 agents in the online support team are solving more than 7000 tickets monthly with CSAT 92% and 2 min of FRT. I think it's a remarkable result. :)

    Aside from that - I have Ph.D. in Sociology and sometimes make scientific research :) I am proud of the recently published book of my passed Ph.D. advisor Vladimir Abushenko (in Russian). I love playing in nature and mobile games with my little son, cooking and reading books.  

    5
  • Dan Ross
    Acciones de comentarios Permalink

    Hey friends,

    I'm Dan, I'm the Support Operations Manager at Lightspeed, a Montreal-based point of sale company. I've been here for five years (time flies when you're solving tickets!) and have seen us grow from 12 agents doing about ~100 tickets/day to 170+ agents doing about ~1,000 tickets a day across multiple products and languages.

    My role is to make sure those tickets wind up in front of the right people and that all the tools they use daily are running efficiently. I also gather and report on the data collected about our cases so we can feed it back to Product Management to try to improve our services.

    My favourite part of Zendesk is playing the trigger game. You probably all know it, it's the game you play when you're trying to solve a problem with the fewest amount of triggers, but with the most amount of flexibility and the least reworking of other established triggers and reports. Nothing quite beats the rush of nailing a surgical change to your triggers on the first try;)

    Outside of work, I enjoy woodworking, dogs, video games, dogs, biking and any season that's not winter. Also, dogs. 

    Nice to meet you all!

    4
  • Trapta
    Acciones de comentarios Permalink

    Hi everyone, I'm Trapta, one of the Community Moderators. Along with this, I'm a web developer for an IT company of which Diziana is a product. I spend most of the time in Guide.

    Apart from that, I love helping people in the community. It gives me a wonderful feeling when I get to know that I have helped them :)

    3
  • Anthony Inman
    Acciones de comentarios Permalink

    Hi All,

    I am fairly new to the community. I am the Knowledge Base Content Administrator for Scentsy's Consultant contact center in Meridian, Idaho.

    This past June, I was asked to take over the knowledge base and take on the task of resigning the KB from top to bottom. I graduated in May with a Masters in Organizational Performance and Workplace Learning, so the company figured I could use my education to improve user experience and satisfaction. In other words, the KB wasn't being used by the reps in the center, because they couldn't find anything in the system.

    I have learned a tremendous amount in the past 6 months about how the Guide works, KB best practices, and have had to learn HTML, CSS, and JS all on my own. I really am grateful for this community, because of all the great tips on coding and adding features that make it easier for end users to navigate the system. The code templates are awesome. 

    I am all about providing the contact center agents the tools needed to make their jobs easier.

    Now, a bit about myself... I too am a musician. I play the drums and have been playing in the pit orchestra for a local community theater company. I just finished playing in "You're a Good Man Charlie Brown." I love it.

    I too am a dog owner. About 7 years ago my wife and I adopted Gus, a Border Collie-English Setter mix, from the animal shelter. He made such a huge impact in my life, six months later I went back and adopted Ziggy, another Border Collie-English Setter mix. Unfortunately, Ziggy passed away on New Years day from cancer.

    I look forward to working with you and learning more about how to improve the kb.

     

     

    3
  • Nicole - Community Manager
    Acciones de comentarios Permalink

    And I'll go next! 

    Hi everyone, I'm Nicole, the Senior Community Manager here at Zendesk. I joined the company in February of 2017, and am responsible for overseeing all of our Community programs and managing the Community Team. I spend most of my time in Guide, though my secondary area of expertise is using Google Analytics as it relates to measuring Guide activity. 

    Outside of work I also sing (Jessie and I happen to be in the same choir!), I play guitar, and am working on getting a band going. In the summers I play ultimate frisbee, and enjoy being outdoors running, hiking, biking, or hanging out. I'm a big traveler; my partner and I love road trips (a highlight was driving out West to see the Eclipse this past summer) and we're looking forward to expanding our travels to international locations. 

    2
  • Andrea Saez
    Acciones de comentarios Permalink

    Hello!

    I'm Andrea and I'm the Head of Customer Success at ProdPad. We're a product management software that allows for PM's to build their roadmaps, manage their backlog and track customer feedback so they can focus on building the right stuff.

    Aside from that - I'm a human to a dog, love onesies, and am constantly clumsy (I'm calling that a skill now, bc why not)

    2
  • Andrew Zaenglein
    Acciones de comentarios Permalink

    Hello, everyone! I am Andrew, currently eCom Operations Admin at Vionic Shoes. We've been using Zendesk for just over a month now and really enjoying it. I wear many hats here splitting my time between acting as a customer service supervisor, systems admin, and assisting in improving our eCom consumer experience.

    When I'm not working, I'm usually working out, then having a craft beer, then relaxing while reading about the next great productivity tool.

    Cheers!

    2
  • Jessie Schutz
    Acciones de comentarios Permalink

    I LOVE DOGS. I have two. They are the best. All dogs are the best.

    2
  • Thiago Passos
    Acciones de comentarios Permalink

    Hi every one. I work at SSW and we just started using Zendesk for our internal tasks to, in the future, completely replace emails for tasks. So far I'm loving it. 

    Btw, I'm Brazilian and living in Brisbane. I've been to Zendesk's Melbourne office and found it quite impressive.  

    Nice to meet you all :D

    2
  • Tobias Heilmann-Schuricht
    Acciones de comentarios Permalink

    ...and we have a dog also :-)

    2
  • Matt G | AccountKit
    Acciones de comentarios Permalink

    Hello Fellow Zendeskers,

    My name is Matt I represent a company in Australia called AccountKit & I am the Customer Success Manager. AccountKit is software for Accountants to boost productivity and our tools are designed to help you automate those everyday tasks and keep track of the important stuff.

    I have started using Zendesk and so far it's awesome. I can't wait to go live with it in our Support system. It'll be amazing.

    Special thanks to a Zensai who helped my with my first question, Trapta was able to write one sentance which saved me hours and Zensai Nicole for the warm welcome.

    Much to learn i still have.

    Anyway Thats it in a nut shell.

    2
  • Dwight Bussman
    Acciones de comentarios Permalink

    I am a huge fan/collector of Belgian beers and have watched The Doctor since I was a small boy :) 

    Lovely dogs! Thanks for sharing.

    2
  • Anthony Inman
    Acciones de comentarios Permalink

    @Hayley Jones They look like a couple of sweet hearts. Such cutie patuties. 

    2
  • Brandon Tidd
    Acciones de comentarios Permalink

    Hey Ian,

    I don't work for Zendesk or Phase One - but at a high level I can tell you that this feels like a pretty standard Zendesk implementation.  To your first point, Zendesk does have the ability for end-users (you) to see open cases and case history, but since this would require you to authenticate into their support page, many companies don't have this feature enabled to help streamline the customer experience.  It is also possible that since, as you mentioned, they are a relatively new Zendesk customer, they just haven't activated this feature yet.

    Regarding the email reply with case #, the purpose of this notification is two-fold.  One, it gives you a reference number to fall back on should you decide to reach out to support on another channel ("I'm calling in reference to case #405").  It also gives you an avenue to reply to when updating your case with new information ("I forgot to attach a file, please see attached.")

    I'm sure the community moderators will be happy to pass along your feedback to the account team so that they can review the setup with Phase One in more detail, but I don't see anything here that is overtly out of bounds.  

    Hope this helps!

    Brandon

    2
  • Wes Drury
    Acciones de comentarios Permalink

    Hi everyone - I'm Wes (aka moderatorwes) and I'm one of the Community Moderators on the forums.  I get to work alongside Jessie, Nicole, and the rest of the moderator team.  Along with trolling the Zendesk community forums, I'm an IT Manager for a K-12 school district.  I manage our Development Team and Business Support team.  My expertise is with Guide and like Nicole, I spend the majority of time in that part of the Zendesk family.  Just to top it off I've been a Zendesk contractor for the last year working on all of their Help Centers so if something changes or doesn't work right here in the support help center then it was probably my fault :-)

    If you need any help just ask and either myself or one of the other mods will do our best to assist you!!

    1
  • Heather Rommel
    Acciones de comentarios Permalink

    Hi! I'm Heather and I'm a PM/BA currently in the public sector but my background is private sector in financial, healthcare, eCommerce, marketing and automotive.  

    I spend most of my time administering Zendesk as a whole for my team.  My Zendesk expertise is in triggers, automations, macros, views and custom reports. Also integrations with Trello, Slack and a bit of Survey Monkey, and soon probably VSTS.

    I am constantly on the hunt for new Zendesk features or "hacks" that make our lives just a little bit better! 

    Outside of work, I'm a wife and mom about to send my youngest to college (help me). I have 3 cats and a dog (how did that happen??).  I love to fish and dream of living in an ocean front home.  

    I love puzzles and running. Not at the same time. 

    And coffee.

    And trying to speak Spanish. I hope by the time I go back to Honduras, I can have a conversation without a translator!

    1
  • Andrei Kamarouski
    Acciones de comentarios Permalink

    Hi, Jessie!

    We are fans of Angry Birds, Two dots, Lego games. Minecraft is waiting for us :)

    1
  • Dan Ross
    Acciones de comentarios Permalink

    I'd love a larger dog. I think either a Great Dane or a Bernese Mountain dog (or while I'm dreaming, both!)

    1
  • Tobias Heilmann-Schuricht
    Acciones de comentarios Permalink

    Hello everyone,

    My name is Tobias and I just started building up our support with Zendesk. At the moment, while building, discovering and experiencing, I am actually also the only agent.

    Together with my wife, I run small start up called Boli Pura, which comes from the Sanskrit language and could translate something like "City of Glas". We are researching, manufacturing and distributing new plant-based medicine for a new approach to health and self-growth. We have been doing this for almost 10 years now, but we just recently brought our essences and the company into the public realm, meaning out of the strictly medical practice.

    Customer support is immensely important for us but also very tricky, as the European Lawmakers do not fancy (mildly put) alternative medicines and have imposed severe restrictions on what we can actually say about our products and to our customers.

    So, here we go... :-)

    1
  • Nicole - Community Manager
    Acciones de comentarios Permalink

    Thanks for sharing, Tobias! Welcome to the community. Sounds like a cool business!

    1
  • Charlotte Kennett
    Acciones de comentarios Permalink

    Hi everyone!

    I joined Zendesk this week (day 5!) to manage Customer Marketing across UK, Ireland, Nordics, South Africa and Middle East :)

    My background is both very community management and customer relationship management orientated - I kicked off my career in the videogames industry where I was in charge of loyalty and community, and then spent 4.5 years at a tech vendor as a subject matter expert in community management and social care.

    I am very much looking forward to getting to meet some of the local members of this community, as my job will involve working closely with Zendesk customers on a day-to-day basis for the region. 

    Happy Holidays to all, from rainy London

    C.

    1
  • Dwight Bussman
    Acciones de comentarios Permalink

    HeyO friends,

    I'm a Technical Architect (tier 3 support person) at Zendesk, specializing in our API & Salesforce integration. I help with training new-hires and in the aforementioned topics. In previous lives I've worked for companies big and small (from Apple to tiny non-profits), but this is definitely the best fit I've found!

    When not at work, I'm likely cooking, making music (voice, bass, drums, guitar), playing with my dog, Juno (see ZenPets), or telling my wife various dad-jokes. Although I'm not a dad, it's an art-form I quite enjoy!

    So whether it's a dad-joke or an API workflow/question, I'd love to hear it!

    1
  • AdminZendesk
    Acciones de comentarios Permalink

    Hi everyone,

    It's Roman here from Spain, I'm the admin of our Zendesk from the end of 2016. We are a SaaS small company doing support to our customers through Zendesk via email.

    ... I'm not sure if I can adhere myself to this community, I have not dog, no cat, no any pet...

    Will it be possible to use my three childs pictures doing nonsense things? Sure, I will ask them first ;-)

    1
  • Steve Schaefer
    Acciones de comentarios Permalink

    Hi. I'm Steve, the Documentation Manager at Marketo. After realizing that many of the companies we admired most were using Zendesk for their docs, we decided to move all of our user help documentation from Confluence to Zendesk. We are just getting started now. We will not be using Zendesk for our support tickets, however, just for our Guides.

    I have made some changes to the default Copenhagen template and will make more as we lay out our initial set of help. I will probably get a more sophisticated "aftermarket" template later.

    I noticed that many templates have the Sections subdivided with headers for different areas, like Zendesk's own:

    However, as it comes out of the box, the Sections don't appear to have this ability. Any ideas are welcome.

    On the dog front, I have a 12-1/2-year-old Boston Terrier, Coco.

    Thanks!

    1
  • Abdul Qabiz
    Acciones de comentarios Permalink

    Hi

    I am Abdul Qabiz, and I have been part of community for a while. I am introducing myself now :-)

    I am a software developer, and co-founder of Diziana - a company focused on helping Zendesk customers with Support, and Guide Help Center Theming, Branding and Customization.

    I have come to love Zendesk products, and respect teams who build those. There is attention to detail, and a lot of focus to keep things simple.

    I enjoy working with all kind of Zendesk customers - SME to Fortune 500 companies, government to not-profits organisations, and even one man shops (authors or speakers with huge fan following).

    I have learnt so much, and have seen how Zendesk product has transformed our life at Diziana and thousands of others as well.

    When I am away from keyboard, I spend time with family, and riding my motorcycle for short and long tours.

    Cheers

    Abdul Qabiz
    Team Diziana

    1
  • Carlos Avina
    Acciones de comentarios Permalink

    Hello,

    I'm Carlos Aviña, I'm the Support Team Manager and Account Manager at Worklete in San Francisco. Worklete is a technology-based movement coach and engagement platform for the workforce. Worklete sits at a very unique intersection between technology and injury prevention, which is conservatively a $200B problem. We’ve developed a revolutionary SaaS product specifically engineered to solve for this.

    I used to manage our customer support tickets in Google sheets, on my own, untill a few months ago when we finally implemented Zendesk and hired our first Support Specialist. We've just recently started to focus on leveraging Zendesk's tools and functionality to improve our workflows and provide our clients with the best experience possible.

    Outside of work I'm an avid Crossfit athlete, I love dogs, traveling, and just started taking boxing lessons. 

    Nice to meet everyone!

    1
  • Toby Metcalf
    Acciones de comentarios Permalink

    Good day all,

    I am Recorded Future's Community Manager and new to the Zendesk platform - my apologies in advance for my questions :-)  In the past I have worked with Jive, Lithium, and Vanilla and looking forward to building my Zendesk chops.

    Outside of the office I love to cook and cheer on my kids at their events.

    Toby

    1
  • Brett - Community Manager
    Acciones de comentarios Permalink

    Hey Ian,

    Welcome to the Zendesk Community!

    To answer your question, out of the box an end-user is able to track their request from the Help Center. Check out our Help Center Guide for End-Users article for more information.

    That being said, it's up to the business on whether or not they want to make these features available for their customer base. We're rather limited on what information we can provide regarding one of our customers but appreciate you bringing this to our attention.

    I'll be sure to pass this feedback along to the appropriate team so they can possibly offer up some guidance for this account.

    Let me know if you have any other questions.

    Cheers!

    1
  • Darko Meskoski
    Acciones de comentarios Permalink

    Hi every one. I work at Reetek and i am responsible for project management and customer success. We are a custom software and CMS implementation organisation and we have recently took the decision to start working with Zendesk and introducing it to our clients to help eliminate duplication of tasks and move from emails as a form of raising issues.

    I really like the platform and it is simple to use! Good job guys and nice to meet you all :)

    1

Iniciar sesión para dejar un comentario.

Tecnología de Zendesk