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/S의 최근 활동-
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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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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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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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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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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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 ...
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Hi Jahn and Marie-Cathrine, The "ticket updates" dataset has an attribute called "Ticket Satisfaction Comment", I believe this should get you what you need. I hope this helps you out!
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Hi Rahul, If it fits with your needs, you may also consider creating a single category field and nest your subcategories within that.
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You're very welcome Benjamin 👍
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Hi David, If your plan is on Professional or above, you may want to set up SLAs - they can be used to prioritize agent views, and also alert you of impending breaches. Edit: Here is an article abou...