Brandon Tidd
Full time Zendesk Architect. Cleveland born and raised. Changing the world one megabyte at a time.
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Publications
Activité récente par Brandon Tidd-
Custom Ticket Statuses Have Arrived (in EAP)!
After 15 Years, Zendesk Makes A Major Update Open. Pending. On-Hold. Solved. Four words. Four categories that defined a generation of requests made from end users from startups to enterprises. Wh...
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Quick Hacks For Customer Help Center Ticket URL
Question: Is there an EASY way, when logged in as an agent and looking at a ticket, to get the external link to that ticket for a customer (ie the help centre link)? ...
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Getting Started With Messaging, Flow Builder and Intelligent Customer Engagement
Zendesk Level: ModerateKnowledge: Zendesk Support, Chat, GuideTime Required: 1-3 Hours Last year, Zendesk announced the launch of an enhanced Messaging experience for customers. This powerful u...
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TIP: Account Settings Are Now In Admin Center
Changes have recently rolled out that have moved much of the admin function into the Admin Center. Although functionally similar, this change does result in some aesthetic and nuanced differences ...
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Agent-Facing Drop Down Field Values
Feature Request Summary: When creating custom Ticket Fields, you can choose different names to display to the end-user, but both the End-User and the Agent are required to see the same drop down ...
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Tip: Keep Yourself SANE By Organizing Your Triggers
Enabling Trigger Categories can help you keep your Triggers, and your workflows organized! Zendesk level: BeginnerKnowledge: ZendeskTime Required: 10 minutes Triggers are event based business ru...
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Grouping By Ticket Form
When working with a view that contains content from multiple Ticket Forms, I was attempting to Group Tickets by Ticket Form. This worked, however the Ticket Forms appeared to be in a "random" orde...
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Explore Recipe: Live Answer Rate in Zendesk Talk
One metric that is frequently used in support centers is "Live Answer Rate" - IE - the number of calls answered live vs calls going to voicemail. In practice, we've discovered that this number is...
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Scheduled Delivery of Explore Dashboards
When scheduling delivery of Zendesk Explore dashboards, we can select daily, but I would love to see an enhancement that allows for delivery on weekdays only. Our support center is 12x5, so every ...
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Adding Fields To Views
PlanifiéeOur list of available fields is ever expanding, which makes dragging fields towards the bottom of the left list up to the right list difficult. Would love to see bidirectional arrows on pages like...