Dan Cooper

1. Guide
2. ...
3. Setting up Zendesk Guide
4. Enabling agents to manage requests in the Help Center customer portal

Nova Dawn In the instances where this statement says closed, should it say solved instead?   If an end user comments on a ticket closed from the request page, the ticket automatically reopens. H...

• Afficher le commentaire
• Dan Cooper
• Création 19 octobre 2020 22:15
• 0 vote

1. Communauté
2. Support Q&A
3. Assign ticket to Organization regardless of requestor

Probably not the best worded.  I was thinking through scenarios where someone might create a workflow that breaks down the generic nature of one account to meet a specific customer use case.  Think...

• Afficher le commentaire
• Dan Cooper
• Création 14 octobre 2020 21:46
• 0 vote

1. Communauté
2. Guide Q&A
3. Tracking views for specifc article in Zendesk Guide.

There are two early access programs that might be worth checking into.   Knowledge Base Reporting in Explore EAP is opening up view data. This doesn't appear to have specific users yet, but it woul...

• Afficher le commentaire
• Dan Cooper
• Création 14 octobre 2020 21:34
• 0 vote

1. Communauté
2. Support Q&A
3. Suspended Users

Casandra Walker It looks like this has been answered in your other thread. 

• Afficher le commentaire
• Dan Cooper
• Création 13 octobre 2020 22:23
• 0 vote

1. Communauté
2. Support Q&A
3. Prevent ticket from being submitted until the requester has been changed

I wrote an app at a previous company that would disable the submit button until the assignee was updated.  If you have someone that can develop a custom application, you could use the Zendesk App F...

• Afficher le commentaire
• Dan Cooper
• Création 13 octobre 2020 22:15
• 1 vote

1. Communauté
2. Zendesk Explore EAP - Knowledge Base Reporting in Explore
3. Trouble using the new Knowledge Base dataset

I am also not seeing the Knowledge Base dataset as well.  I can see it as an option when I try to create a query, but I am not given an option to actually select the dataset after selecting a datas...

• Afficher le commentaire
• Dan Cooper
• Création 13 octobre 2020 21:48
• 0 vote

1. Communauté
2. Zendesk Explore EAP - Knowledge Base Reporting in Explore
3. Feedback on Metrics & Attributes

We are newer to using Knowledge Owner, but we'd want to monitor this as well.  One of our use cases is that we want to have groups be the owners of these articles and it would be good to be able to...

• Afficher le commentaire
• Dan Cooper
• Création 13 octobre 2020 21:43
• 1 vote

1. Communauté
2. Explore Q&A
3. Time Tracking showing No timelogs to display on some tickets (inconsistent)

If you have users that update tickets via the web form or via email, they wouldn't have time tracked either.  If you have the time popups, you might even have users that are typing in a 0 in the ti...

• Afficher le commentaire
• Dan Cooper
• Création 13 octobre 2020 16:59
• 0 vote

1. Communauté
2. Support Q&A
3. Assign ticket to Organization regardless of requestor

If this is more about account level details, I think the fake user would be the cleanest way to accomplish this.  You could potentially have one user that is in all organizations, but it would be s...

• Afficher le commentaire
• Dan Cooper
• Création 13 octobre 2020 16:56
• 1 vote

1. Communauté
2. Support Q&A
3. Can end-users run limited API?

Each endpoint has its own restrictions.  End users can submit tickets via the Request API for example as long as you have your Zendesk setup to be open.  Taking a look through the API docs will cal...

• Afficher le commentaire
• Dan Cooper
• Création 13 octobre 2020 14:54
• 0 vote