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Gareth Elsby

Adhésion le 17 oct. 2023

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Dernière activité le 13 févr. 2025

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Dernière activité effectuée par Gareth Elsby

Gareth Elsby a ajouté un commentaire,

Commentaire de la communauté Feedback - Help Center (Guide)

We're desperate for this as well. We're trying to embed healthy verification behaviours into the company, but having no access to a verification datapoint is really holding us back. We cannot provide any oversight or accountability into our process, because the whole verification system is ‘behind the curtain’. Adding this datapoint to the articles endpoint will be super useful for us as well.

Afficher le commentaire · Publication le 13 févr. 2025 · Gareth Elsby

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Commentaire de la communauté Feedback - Ticketing system (Support)

Allen Lai | Head of CX at Otter.ai Would you be able to share that Zap? I'd love to see it

Afficher le commentaire · Publication le 10 déc. 2024 · Gareth Elsby

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CommentaireWorking with articles in the knowledge base

This is great news and potentially a massive help for us in managing our multibrand content!

One question about article editing via API. We maintain a single source of truth for some of our content and push that into the help centre via the articles API. If I edit an article via it's article_id via API, will the change propagate to the multi-placed articles? Or would we need to find each unique article_id first and edit all of them simultaneously?

Afficher le commentaire · Publication le 26 sept. 2024 · Gareth Elsby

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Commentaire de la communauté Developer - Zendesk APIs

Hi Tipene Hughes Has there been any developments with content blocks? We're looking to migrate a lot of structured knowledge into content blocks and the lack of API is a huge blocker for us here

Afficher le commentaire · Publication le 12 avr. 2024 · Gareth Elsby

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Commentaire de la communauté Discussion - Success with Zendesk

Just Iterating on Brandon Taylor's solution here:

Dynamic Supervisor Groups:

  • Create a "Supervisor" group and dynamically add/remove members based on their current reporting relationships. This can be achieved through integrations with HR systems or using custom fields in Zendesk to define reporting lines.
  • Set up a trigger to fire when a ticket breaches its TAT and the assigned agent hasn't updated it.

As an action, the trigger assigns the ticket to the "Supervisor" group, ensuring the current supervisor receives the notification.

I spotted yesterday that there's a trigger action to email all the members of a selected group, so my suggestion would be:

  • As an action, the trigger sends an email to all members of the supervisor group, ensuring the current supervisor receives the notification.

 

Afficher le commentaire · Publication le 19 déc. 2023 · Gareth Elsby

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Commentaire de la communauté Q&A - Tickets and email

Another tool to try in place of Zendesk's own feature is Sentisum. They offer ticket tagging based on customer intent and sentiment and also provide very deep analysis on keywords, sentiments and intents across all your tickets

Afficher le commentaire · Publication le 19 déc. 2023 · Gareth Elsby

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Commentaire de la communauté Feedback - Chat and Messaging (Chat)

Here's an example from our business (and not even the worst one!). We send multiple branches to a contact agent step, that checks for business hours and then checks for agents online. 

We can copy and paste these steps to each branch, but it quickly becomes unscalable and extremely difficult to maintain. Being able to consolidate multiple branches would reduce overhead on both the customer and Zendesk's side of the system.

Afficher le commentaire · Publication le 17 oct. 2023 · Gareth Elsby

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