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Brandon Tidd

Certified Zendesk Administrator and Solutions Architect for 729 Solutions. Born and raised in Cleveland, Ohio. Lover of life, and cats.

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  • Actividad total
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Última actividad de Brandon Tidd
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    Brandon Tidd hizo un comentario,

    Hi Melissa Frechette - Sorry for the delay here.  One approach would be to create a second schedule opposite your normal hours, associating it with a newly register a second phone line that serves ...

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    Brandon Tidd hizo un comentario,

    Hi Hesham Mahmoud - Sorry for the delay here.  Can you help me understand what you mean by supported?   Zendesk uses Twilio as the provider for Zendesk registered support numbers, and offers tight ...

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    Brandon Tidd hizo un comentario,

    Hi Francisco - Sorry for the delay here - for this use case I would suggest forwarding your digital line to a secondary line that has an IVR menu via overflow.  The transition should be pretty seam...

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    Brandon Tidd hizo un comentario,

    Hi Sebastian Bornemann, You'll actually need to add quotes around your placeholder here as well: { "user": { "user_fields": { "key": "{{ticket.ticket_field_******5101}}", } ...

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    Brandon Tidd hizo un comentario,

    Hi William Bray, That is a bit of a tough one, for sure!  One thing that might help is to leverage the "My Activities" portal in the help center.  This would allow users to see their tickets withou...

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    Brandon Tidd hizo un comentario,

    Hi pstrauss -  You should be able to do this through the Ticket Comments API. Alternatively, there are a few apps in the marketplace that can handle this, such as this one. Hope this helps! Brandon

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    Brandon Tidd hizo un comentario,

    Hi Tim Pelzer -  Sorry to hear you're having trouble - have you tried checking the Audit Log for any changes? Brandon

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    Brandon Tidd hizo un comentario,

    Hi Fiona W - Thanks for reaching out!  So the SLA is generally an end-user-focused metric.  That is to say, even when your agents go offline, the end-user is still waiting for an answer, so the SLA...

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    Brandon Tidd hizo un comentario,

    Hi Kaylin Bailey - Sorry for the delay here. Generally speaking, having a Trigger that looks for the conditions Ticket is CreatedChannel is Voice Actions Add Tag: phone_call I'm curious as to your ...

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    Brandon Tidd hizo un comentario,

    Hi Jake Galtman -  A couple of options here.  You could just update the stock Priority field to be end-user facing: Another option would be to create your own custom drop down field and then use t...