Recherches récentes
Pas de recherche récente

Chad Susa (Gravity CX - Zendesk Partner)
Adhésion le 15 avr. 2021
·
Dernière activité le 27 nov. 2024
Suivis
0
Abonnés
3
Activité totale
265
Votes
36
Abonnements
106
APERÇU DES ACTIVITÉS
BADGES
ARTICLES
PUBLICATIONS
COMMENTAIRES DE LA COMMUNAUTÉ
COMMENTAIRES SUR L’ARTICLE
APERÇU DES ACTIVITÉS
Dernière activité effectuée par Chad Susa (Gravity CX - Zendesk Partner)
Chad Susa (Gravity CX - Zendesk Partner) a ajouté un commentaire,
Hi
Do email templates have an API endpoint?
We want to export our templates, edit etc and import back in.
Cheers
Afficher le commentaire · Publication le 27 nov. 2024 · Chad Susa (Gravity CX - Zendesk Partner)
0
Abonnés
0
Votes
0
Commentaire
Chad Susa (Gravity CX - Zendesk Partner) a ajouté un commentaire,
+1 (+100 actually).
We work with many customers for EX and many customers use Brands for different departments. EG: (IT - with sub areas like security, network, DevOps etc - HR, Finance etc etc). Brands work very well for this use case as they can have seperate help centres, workflows, reporting etc etc for each team as a ‘Brand’.
For end users, the EX experience is not so good. Not having a central location to manage their requests is confusing and frustrating for them resulting in them sometimes creating a ticket to ask where their other tickets are which the teams then have to try to explain the Zendesk multibrand limitation - very confusing and ultimately not a good impression of the Zendesk platform for EX use case.
Given the GTM comms around how Zendesk can be used for EX (it's a big sales verticle push for Zendesk), I'm very surprised this is not a feature.
Afficher le commentaire · Publication le 25 oct. 2024 · Chad Susa (Gravity CX - Zendesk Partner)
0
Abonnés
0
Votes
0
Commentaire
Chad Susa (Gravity CX - Zendesk Partner) a ajouté un commentaire,
Could you let us know the outcome of your investigation with David Tull. We are also seeing occurences of the 'Permanently deleted user' on tickets with users that have since been merged.
We can't figure why.
Many thanks
Chad
Afficher le commentaire · Modification le 16 oct. 2024 · Chad Susa (Gravity CX - Zendesk Partner)
0
Abonnés
0
Votes
0
Commentaire
Chad Susa (Gravity CX - Zendesk Partner) a ajouté un commentaire,
Is there a way to re-order schedules without having to delete schedules?
It looks like the only way to promote a schedule in the list to be the default schedule (first in the list), is to delete all the schedules above it so it becomes the first schedule listed and therefore the default schedule…then you have to re-create all the schedules you just deleted, including their holidays!!!!! Then you need to find all the triggers where they are referenced and update those as well - with the newly created schedules.
Madness, just to change the order to promote a ‘new default’ schedule.
It also doesn't look like there is an order attribute in the API which you can use to simply re-order them.
Surely this is not true. Surely this has been thought about?
Afficher le commentaire · Modification le 10 oct. 2024 · Chad Susa (Gravity CX - Zendesk Partner)
0
Abonnés
0
Votes
0
Commentaire
Chad Susa (Gravity CX - Zendesk Partner) a ajouté un commentaire,
If I have amessaging channel ticket and need to converse with the customer via email (in the channel switcher in the ticket composer) what happens to the metrics?
If we switch to email and the ticket channel is messaging (the ticket was created via messaging), then what happens to the time to solve (and other metrics)? Is it just counted on the ticket and added to the total of time to solve and takes no account that the channel was switched to email….or does it somehow take this into account and the time from when the ticket is ‘switched’ to email is not counted?
I'm assuming it's counted on the messaging ticket regardless of the communication channel (switching) throughout the life of a ticket.
If so, is there a way to split this out so we can understand tickets that were solved solely using messaging vs those tickets that were solved via a combination of messaging and email channels….typcially email would be longer.
Many thanks.
Afficher le commentaire · Publication le 04 juil. 2024 · Chad Susa (Gravity CX - Zendesk Partner)
0
Abonnés
0
Votes
0
Commentaire
Chad Susa (Gravity CX - Zendesk Partner) a ajouté un commentaire,
I'm also confused about the comment above as my end users can interact with the dashboard filters (from Boyce Worley) :
- Interactivity options are disabled when you share dashboards externally. For details about interactivity options, see Interacting with dashboards.
I've shared a dashboard with an End User, but when they view the dashboard, they can interact with all dashboard filters. The linked article doesn't explain anything about what end users can and can't interact with on shared dashboards.
Even if I share the link to the dashboard with someone that is not an End User (doesn't have a Zendesk profile), they can still interact with the filters.
Also, Colin Hutzan - You can share externally (with restrictions) from the Beta dashboard builder. In the dashboard, click the dropdown next to the Share (blue) button. Then a Get Link should appear….I think this is plan dependant though…so if you don't see it, you might not have the feature on your plan.

Afficher le commentaire · Modification le 05 juin 2024 · Chad Susa (Gravity CX - Zendesk Partner)
0
Abonnés
0
Votes
0
Commentaire
Chad Susa (Gravity CX - Zendesk Partner) a ajouté un commentaire,
Afficher le commentaire · Modification le 25 avr. 2024 · Chad Susa (Gravity CX - Zendesk Partner)
0
Abonnés
1
vote
0
Commentaire
Chad Susa (Gravity CX - Zendesk Partner) a ajouté un commentaire,
How do I go about restricting access to the Default Dashboards? Do I have to re-create them in the beta builder?
Afficher le commentaire · Publication le 23 avr. 2024 · Chad Susa (Gravity CX - Zendesk Partner)
0
Abonnés
0
Votes
0
Commentaire
Chad Susa (Gravity CX - Zendesk Partner) a ajouté un commentaire,
Thanks so much Destiny .
Really apopreciate the clear response and fast turnaround :)
Afficher le commentaire · Publication le 16 avr. 2024 · Chad Susa (Gravity CX - Zendesk Partner)
0
Abonnés
0
Votes
0
Commentaire
Chad Susa (Gravity CX - Zendesk Partner) a ajouté un commentaire,
Hi Team
Does the spam filter only work on the email channel? No other channels are supported? eg: FB Messenger, Insta DM etc?
If it only works on the email channel, how would we manage inappropriate messages or spam from Direct Messages for example? I'm guessing we have to manually mark the ticket as spam and suspend the user?
Afficher le commentaire · Modification le 15 avr. 2024 · Chad Susa (Gravity CX - Zendesk Partner)
0
Abonnés
0
Votes
0
Commentaire