Each month, we host an AMA-style conversation in the Zendesk Community on hot support topics, where we invite a panel of guest experts to answer user questions and share their specialized knowledge.

Zendesk Customer Advocate Daniel Schultz is one of our experts for our March 11, 2020 conversation on Support: Troubleshooting your Workflows & Ticket Fields.

Mind telling everyone a little bit about yourself and what you do here at Zendesk?

Daniel: I am a Customer Experience Specialist on our Scaled Success Team here at Zendesk. I have worked in technology for the last 6 years in varying roles. In my spare time, I can be found at the gym, working on web development, photography, or watching some streaming service.

For some of our newer users, what would you recommend to those just starting out with Zendesk?

Daniel: It’s important to understand that your Zendesk instance will evolve and grow over time. Set a nice foundation and let things happen organically, hold listening sessions with your agents and build based on their needs. This will make your initial build out less cumbersome and you won't have to go back and retroactively fix things.

When you are not crushing it as a star Advocate CXS here at Zendesk what do you enjoy doing in your free time?

Daniel: I spend a decent amount of my time at the gym and volunteering. 

With Workflows & Ticket Fields, what is the most common mistake you see first-time users make?

Daniel: I often see a lot of customers disable all email triggers while implementing/testing, but they forget to enable their email triggers when they go-live. 

Are you a dog or cat person and got any cute pet pics we could see?

Daniel: I am absolutely a cat person, but a dog has recently come in my life and I have grown a huge soft spot for her.  

Anything else you’d like to share with our users?

Daniel: My favorite thing to say to customers when I work with them is “there is more than one way to catch a fish.”

Thanks, Daniel, for taking the time to chat with us.