Gabriel Manlapig

1. Guide
2. ...
3. Managing Gather community topics and posts
4. Managing community posts

Hi Balasubramanian, Right now, there is no archiving option in Zendesk Gather or Community. What we recommend is to create a topic that is visible only to Agents and Managers and then move posts yo...

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• Gabriel Manlapig
• Modifié 2 octobre 2023 05:15
• 0 vote

1. Communauté
2. Zendesk Suite Q&A
3. Do checkboxes work as a criteria for workspace views?

Hi Matthew, Yes correct! A custom checkbox ticket field should have a Tag in it for you to use as a condition in a View. Thank you! 

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• Gabriel Manlapig
• Création 27 septembre 2023 22:28
• 0 vote

1. Communauté
2. Zendesk Suite Q&A
3. Do checkboxes work as a criteria for workspace views?

Hi Matthew,You can actually use the Checkbox custom field as a condition or criteria in ticket views. This will be available if a checkbox is set to add a tag. For reference, please see this articl...

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• Gabriel Manlapig
• Création 27 septembre 2023 04:53
• 0 vote

1. Communauté
2. Zendesk Suite Q&A
3. How can I ask first e-mail address then make the customer select the request type in Submit a request page?

Hi Ecem, I'm afraid it is not possible to move the email address field before the request type, as the request type will define which ticket form will show up and the email address entry is include...

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• Gabriel Manlapig
• Création 27 septembre 2023 04:15
• 0 vote

1. Chat
2. ...
3. General questions about live chat
4. How do I reset my Zendesk Chat password?

Hi Janne,I will need to create a ticket on your behalf to further investigate this. Please expect an email shortly from us. We apologize for any inconvenience this may cause you. Thank you! 

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• Gabriel Manlapig
• Création 26 septembre 2023 05:00
• 0 vote

1. Support
2. ...
3. Measuring success
4. About CSAT (Customer Satisfaction) ratings in Zendesk Support

Hi Andrew,  The CSAT rating, good or bad, will always be associated with the last assignee of the ticket. In your case, the agent from Group 2 will get the bad satisfaction rating.  For more inform...

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• Gabriel Manlapig
• Modifié 22 septembre 2023 05:31
• 0 vote

1. Communauté
2. Zendesk Suite Q&A
3. FCR calculation

Hi Sandro,It sounds like your definition of first contact resolution matches how the default One-touch tickets is defined in Explore (see How are one-touch resolutions calculated?).The prebuilt Sup...

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• Gabriel Manlapig
• Création 22 septembre 2023 02:39
• 0 vote

1. Guide
2. ...
3. Working with articles in the knowledge base
4. Reusing content with content blocks

Hi Shayan,  As of the moment, we do not have any way to utilize (create & update) the Content Blocks via the Guide API at this time. I can imagine, it would be incredibly helpful.  I would recommen...

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• Gabriel Manlapig
• Création 18 septembre 2023 04:36
• 0 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. Formatting Descriptions on Ticket Forms

Hi Edward, At this time, we don't have a native option or a condition wherein we can set a minimum or limit the characters that an end-user can send to create a new ticket. However, this can be don...

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• Gabriel Manlapig
• Création 18 septembre 2023 04:36
• 0 vote

1. Support
2. ...
3. Ticket management
4. Sharing tickets with other Support accounts

Hi Daniel, We have tried this on our end, and the Ticket Field Manager app was able to hide the share ticket field from our Zendesk account. To do this, enter sharedWith as the value under the hidd...

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• Gabriel Manlapig
• Création 15 septembre 2023 09:28
• 1 vote