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Jacob J Christensen - Cloudhuset A/S

I work 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 - Cloudhuset A/S님이 에 댓글을 입력함

    Hi Héctor, Yes, if you create your own integration to push a message to a Slack channel, you can control what information you want to send, including customer name, email, tags, and much more.

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    Jacob J Christensen - Cloudhuset A/S님이 에 댓글을 입력함

    Hi Jahn Jerenz Bronilla Sorry to hear that, from your query, it does look like there are no satisfaction comments available. In support, you could search to check for this. Searching for the follow...

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    Jacob J Christensen - Cloudhuset A/S님이 에 댓글을 입력함

    Those particular channels should not be affected by your second trigger, but other email and web channels could be. One idea would be to have your first trigger add a tag when it fires, and have th...

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    Jacob J Christensen - Cloudhuset A/S님이 에 댓글을 입력함

    Hi Luisa Cunha Your second trigger contains a condition "channel is email" and that won't be true if this is an update to your proactive ticket (channel is the channel of origin, not where an updat...

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    Jacob J Christensen - Cloudhuset A/S님이 에 댓글을 입력함

    In regard to splitting comments into "good" and "bad" ratings, you could clone the query and have one that filters for good and the other for bad. Alternatively, you could create custom metrics tha...

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    Jacob J Christensen - Cloudhuset A/S님이 에 댓글을 입력함

    Hi Jahn Jerenz Bronilla Assuming that you do have csat comments on your tickets, changing the metric to "Satisfaction updates" should give you the comments associated with any rating given. I hope...

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    Jacob J Christensen - Cloudhuset A/S님이 에 댓글을 입력함

    Hi Peter Eacmen, Depending on what use cases the official integration solves for you, you may want to create your own integration to get more control of the content exchanged - I did a write up of ...

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    Jacob J Christensen - Cloudhuset A/S님이 에 댓글을 입력함

    Hi Peter, I believe that would be {{ticket.requester.email}}, you should be able to find every available placehold here: https://support.zendesk.com/hc/en-us/articles/203662156-Zendesk-Support-pla...

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    Jacob J Christensen - Cloudhuset A/S님이 에 댓글을 입력함

    Hi Jamal, Sorry I didn't see your comment until now. Adding the following to the "text" part of your JSON should include an @channel mention to the message: <!channel> \n This is what it looks lik...

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    Jacob J Christensen - Cloudhuset A/S님이 에 댓글을 입력함

    Hi Jerenz, Unfortunately, it seems like the csat comment is not part of the Chat Engagement Dataset. However, using the Ticket Updates dataset you should be able to get the comment, you can filter ...