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Jacob J Christensen - Cloudhuset A/S

I work as a Solution Consultant at Cloudhuset A/S, helping clients create the best possible customer experience with Zendesk. Previously I have worked as the administrator of the Zendesk account at TOP-TOY, a major toy retail company in the Nordics. We used Zendesk (and Zopim) primarily for Customer Service, but also as an internal knowledge center for store-to-HQ communication (via Web widget & HC).

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Última actividad de Jacob J Christensen - Cloudhuset A/S
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    Jacob J Christensen - Cloudhuset A/S hizo un comentario,

    Those particular channels should not be affected by your second trigger, but other email and web channels could be. One idea would be to have your first trigger add a tag when it fires, and have th...

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    Jacob J Christensen - Cloudhuset A/S hizo un comentario,

    Hi Luisa Cunha Your second trigger contains a condition "channel is email" and that won't be true if this is an update to your proactive ticket (channel is the channel of origin, not where an updat...

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    Jacob J Christensen - Cloudhuset A/S hizo un comentario,

    In regard to splitting comments into "good" and "bad" ratings, you could clone the query and have one that filters for good and the other for bad. Alternatively, you could create custom metrics tha...

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    Jacob J Christensen - Cloudhuset A/S hizo un comentario,

    Hi Jahn Jerenz Bronilla Assuming that you do have csat comments on your tickets, changing the metric to "Satisfaction updates" should give you the comments associated with any rating given. I hope...

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    Jacob J Christensen - Cloudhuset A/S hizo un comentario,

    Hi Peter Eacmen, Depending on what use cases the official integration solves for you, you may want to create your own integration to get more control of the content exchanged - I did a write up of ...

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    Jacob J Christensen - Cloudhuset A/S hizo un comentario,

    Hi Peter, I believe that would be {{ticket.requester.email}}, you should be able to find every available placehold here: https://support.zendesk.com/hc/en-us/articles/203662156-Zendesk-Support-pla...

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    Jacob J Christensen - Cloudhuset A/S hizo un comentario,

    Hi Jamal, Sorry I didn't see your comment until now. Adding the following to the "text" part of your JSON should include an @channel mention to the message: <!channel> \n This is what it looks lik...

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    Jacob J Christensen - Cloudhuset A/S hizo un comentario,

    Hi Jerenz, Unfortunately, it seems like the csat comment is not part of the Chat Engagement Dataset. However, using the Ticket Updates dataset you should be able to get the comment, you can filter ...

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    Jacob J Christensen - Cloudhuset A/S hizo un comentario,

    Hi Jahn and Marie-Cathrine, The "ticket updates" dataset has an attribute called "Ticket Satisfaction Comment", I believe this should get you what you need. I hope this helps you out!

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    Jacob J Christensen - Cloudhuset A/S hizo un comentario,

    Hi Rahul, If it fits with your needs, you may also consider creating a single category field and nest your subcategories within that.