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Jacob J Christensen

Currently Senior Platform & Automation Consultant at Jabra. I have worked as a Solution Consultant at Cloudhuset A/S, helping clients create the best possible customer experience with Zendesk. Previously I have worked as the administrator of the Zendesk account at TOP-TOY, a major toy retail company in the Nordics. We used Zendesk (and Zopim) primarily for Customer Service, but also as an internal knowledge center for store-to-HQ communication (via Web widget & HC).

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    Jacob J Christensenさんがコメントを作成しました:

    Hi Qin Peng, You can create a custom field, or simply add tags, and have a trigger for each star reverie add that field value (or tag). You can use a condition for the subject containing the star ...

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    Jacob J Christensenさんがコメントを作成しました:

    Thanks Jacquelyn. I get that the webhook specific logging is captured in the webhook activity logs, but since a trigger is firing on a ticket event, I would expect to see that action logged on said...

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    Jacob J Christensenさんがコメントを作成しました:

    Very exciting stuff! Testing this I was expecting to see an event in the ticket event log, for tickets where a trigger ran a webhook action, but it isn't. Is this deliberate?

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    Jacob J Christensenさんがコメントを作成しました:

    Hi Judy, Sorry I missed your last reply. I don't believe that is possible. If you paste formatted text into the ticket composer, it will show with that formatting (including hyperlinks), even if ri...

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    Jacob J Christensenさんがコメントを作成しました:

    Hi Renaud, Zendesk natively records which channel a ticket is created from, however, it doesn't do it in a very granular way.  The Ticket Channel field can report on the following channels: You ma...

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    Jacob J Christensenさんがコメントを作成しました:

    Hi Laura, You are correct, "Ticket Channel" doesn't allow you to report as granularly as you may want, especially "Web" which contains both webform (Guide), ticket form (Support), and Web widget. T...

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    Jacob J Christensenさんがコメントを作成しました:

    You would want to add a date based filter, either on the report, or you can add the report to a dashboard and add filters there. https://support.zendesk.com/hc/en-us/articles/360034902733-Best-prac...

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    Jacob J Christensenさんがコメントを作成しました:

    Looks like the last thing you need is to select a table visualization. On the right-most side, you have a column chart icon at the top, click that and select the table visualization.

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    Jacob J Christensenさんがコメントを作成しました:

    Great! You will need to define the metric you want https://support.zendesk.com/hc/en-us/articles/360022186134-Time-Tracking-app-metrics-you-need-to-be-measuring#ariaid-title7 You can find general ...

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    Jacob J Christensenさんがコメントを作成しました:

    Hi Judy, I'm sorry, but you may need to reach out to support for complete clarity on this. An agent should be able to unlink any hyperlink in the editor, but the email client on the requesters' end...