Andreas Schuster

Oh my god, miracles are indeed happening :)

Thanks for your comment, i just realized i forgot to update this article, there is much more implemented now with our little colorful friends. 😀

I hope i will have time this week to edit.

Best,
Andreas

Hi Mike,

thanks for your thoughts about my implementation.
I would love to your feedback as soon you've implemented it.

Best,
Andreas

Regarding "I want to edit tags", wouldn't it be possible to create custom queries for specific groups of Tags which should be counted as one in insights?

Hi Dennis,

thanks for getting back to me, I am happy that you could achieve what you wanted. In case you've implemented some additional features, feel free to share with us here to make this article even better! :)

Best,
Andreas

At first i was not sure if this is even worth an article, however I am everyday more amused by the usage of our little friends in Zendesk.

Where it all started...

The story starts almost two years ago when I've requested the blocked poop emoji after i found out Zendesk supports them 💩

(click for article)

I will probably never forget this thread, lol. Back in these days the emojis were added as an image in e-mails only, that's why we hardly used them. (but it's safe to assume that some of us had quite a fun by pooping each other on ticket assignments.)

After that the emoji usage got pretty quiet for us until i found out a couple of months ago that my chrome browser is now finally rendering them.
So this leads us to the the actual topic.

Cool stuff you can do with emojis in Zendesk 😎

They can spice up your ticket views! 🌶️

(big thanks for the Quickie app at this point)

Enlighten your Ticket escalations 💡

Setup a warning on special tickets ⚠️️

(big thanks to Tag Warnings)

Make Organizations great again 👱🏻

I think they are just making the interface much more nicer, are a also help for agents which are not regularly using Zendesk (e.g. from other teams) or on some occasions they also help the best ticket masters to remind them about important facts. For example when you are posting a public Facebook post with confidential data, yep i think everybody knows that. 😐

I am everyday more amused by the usage of our little friends in Zendesk.

So what do you think about this article?
Am i silly? You like it? You have even more usages for emojis 😆 ?

I am happy about every comment.

Thanks for reading,
Andreas

I saw lately a couple of posts here that people are looking for a auto-reply function for the connected Facebook pages.
https://support.zendesk.com/hc/en-us/articles/226599587
https://support.zendesk.com/hc/en-us/community/posts/203597387

I've set this up for our account last month and will share it with you ... and yes, i am also interested in the Zendesk Swag offered in the january e-mail 😎

I will try to explain as simple as possible, if you need it more detailed please comment. But enough talked, let's start :)

Why I've implemented it?

We have around 3k tickets per month in our company, approx. 10% of them are via Facebook Messenger Channel. At a certain point this were simply too much tickets each month, which have not the same customer service experience as over the E-Mail or Help-Center channel, where we've set up dozens of automated service e-mails.

I think especially for Facebook messages, this missing feature is very critical for Zendesk, since customers expect an answer within minutes not hours.

Implementation

In fact it just consists of 2 parts:

• Trigger for determining when it should be sent
• Extension for posting a public reply

Trigger

Conditions

• Integration Account: Choose your Facebook page (watch out if you are using global pages, they have all the same name!)
  
  
• Ticket Is: of course only created when we are dealing with an auto-response
  
  
• Tags: just in case i am adding a tag to prevent multiple auto-replies, since I remember a service outage where Facebook messages got fetched dozens of times.
  
  
• Requester Tractive: This is a user flag I've added to all the "Users" of our Facebook pages (Every Facebook page has a user in Zendesk, which is used when you write a customer first, or somebody is replying via business manager), so that a message created from ort marketing team e.g. reply to a post with a PM does also not get an auto-reply.

Actions

• Before sending the message, I am checking if the tag is not set already, to prevent duplicate messages as written before
• I am using my Extension to update the ticket with a public reply.

Extension

This extension will update the ticket itself via an API call. I know this is not the proper way according to Zendesk documentation, however i saw plenty of forum posts which are using this for example to write internal notes from triggers.

Url:

https://YOUR.zendesk.com/api/v2/tickets/{{ticket.id}}.json?ticket[comment][public]=true

Attribute Name:

ticket[comment][body]

Basic Authentication

Username: e-mail address + "/token"
Password: create an API token in your settings

Voila, after you made this everything should work. 👍

I hope i could help you a little bit, in case there is something not understandable or missing please let me know 😃

Andreas

PS: In addition to the nice auto replies you have, the facebook page you manage will also get the very responsive badge quickly :)

I created a workaround for that, so that my agents know that a trigger applied something.

I'm using the Tag Warnings app for "updating a ticket".(https://www.zendesk.com/apps/tag-warnings/)
Just add a tag for example changed_by_trigger and configure the App to show a warning when this tag is applied!

Then you know that something happened with the ticket, e.g. re-openend by trigger and you can take a look at the event log for further info.