Graeme Carmichael
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Actividad reciente de Graeme Carmichael-
Restricting Satisfaction Surveys by Date
Introduction Customers with many tickets can become overwhelmed with satisfaction surveys. This frustrates the customer and can lead to invalid satisfaction metrics. This guide will show how to sup...
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[Explore tip] Last Refresh Timestamp
Last refresh v last ticket updated The last time a dataset was refreshed is not available directly. But we can estimate that by the latest ticket update timestamp. You can then create a query to di...
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Macros: Giving different responses based on ticket content
Using liquid markup, a macro can give different responses based on the content of your ticket. Ticket tags The placeholder {{ticket.tags}} lists the ticket tags as a string with each tag separated...
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Trigger recipe: Set priority based on keywords in incoming tickets
You can create a trigger that looks for key words or phrases in incoming tickets, then adds a custom tag and sets priority. This enables you to give urgent tickets attention first (for example, a c...
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Reducing Satisfaction Surveys
Introduction Zendesk's Satisfaction Rating (Professional and Enterprise) allows customers to rate and comment on tickets. By default, 24 hours after solving a ticket, an email goes to the customer ...
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CC Customer On All Organisation Requests
We are going to create a trigger to automatically CC a customer on all tickets created for an organisation. The CC address is held in a custom organisation field. You can use one trigger to notify ...
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Hiding An Agent's Identity
Administrators should follow a few steps to hide agent identities from customers. Disable personal email replies Remove photo from email template Remove personal agent signatures Use Agent Alias (...
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Views: Best Practice
Views are the primary way of managing tickets in Zendesk. The tickets displayed in a view respect an agent's ticket privilege, so agents only see the ticket that they are authorised to process. Wh...
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Allow Customers To Opt Out Of Satisfaction Questionaires
Zendesk’s Satisfaction feature allows customers to rate individual tickets after they have been solved. By default, the satisfaction email is sent by an automation. If you have customers that send...