Dan Cooper
I've been a Zendesk admin since 2013. I started as a leader needing a ticket solution and found myself loving being a system admin. I got Zendesk certified, became a Zendesk community moderator, and found myself propelled into a the tech sector based on my work with Zendesk. Over the years I've learned tons of tips and tricks, built several internal Zendesk apps, and have built and maintained ~20 Zendesk instances. Glad to be here!
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Actividad reciente de Dan Cooper-
Hi Robert, 95% is a really large range for miss clicks and is definitely a problem. Have you customized your satisfaction notifications? Ours includes two simple links "Good, I'm satisfied" and ...
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Hi Robert, If I read into your original post, it sounds like your main problem, is ensuring you have accurate feedback data. Given what Zendesk provides today, there are tools you can use to impr...
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Hi Robert, Satisfaction surveys used to ask for confirmation before recording the rating. However, many times events wouldn’t get captured because someone would rate a ticket, but wouldn’t confirm...
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Hi Martin, I wish I had an answer here, but my solution was also diving into a new skill set for me. I haven't had to dig that far just yet. I would probably start by digging into the default Ja...
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Hi Rebecca, There are a few things that might be working against you. If you already have custom CSS setup it may conflict with what you've setup. I ran mine on a mostly clear Copenhagen theme w...
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Hi Edwin, My example shows multiple keywords applying the same class. If you look at my last screenshot you can see that lines 131-133 are all setting keywords to have the same class applied to them.
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Thanks Jennifer!
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I recently implemented a solution that works for internal notes. It works by hiding content on the page based on a keyword in the paragraph tag that includes internal information. I posted it as ...
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I also have these challenges in our Zendesk with allowing an agent to use the end user interface to submit tickets. Some of the forms require different fields based on agent/end user usage and it ...
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Here is the example of what we do based on the Ticket Form drop down. If a specific form is selected this runs from the JS tab. var ticketForm = location.search.split('ticket_form_id=')[1]; i...