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Chad Susa (Gravity CX - Zendesk Partner)

가입한 날짜: 2021년 4월 15일

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마지막 활동: 2024년 11월 27일

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님의 최근 활동 Chad Susa (Gravity CX - Zendesk Partner)

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커뮤니티 댓글 Feedback - Help Center (Guide)

+1 (+100 actually).

 

We work with many customers for EX and many customers use Brands for different departments. EG: (IT - with sub areas like security, network, DevOps etc - HR, Finance etc etc). Brands work very well for this use case as they can have seperate help centres, workflows, reporting etc etc for each team as a ‘Brand’.

 

For end users, the EX experience is not so good. Not having a central location to manage their requests is confusing and frustrating for them resulting in them sometimes creating a ticket to ask where their other tickets are which the teams then have to try to explain the Zendesk multibrand limitation - very confusing and ultimately not a good impression of the Zendesk platform for EX use case.

 

Given the GTM comms around how Zendesk can be used for EX (it's a big sales verticle push for Zendesk), I'm very surprised this is not a feature.

댓글 보기 · 2024년 10월 25일에 게시됨 · Chad Susa (Gravity CX - Zendesk Partner)

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댓글Customer management and profiles

Hi Arianne Batiles 

Could you let us know the outcome of your investigation with David Tull. We are also seeing occurences of the 'Permanently deleted user' on tickets with users that have since been merged.

We can't figure why.

Many thanks

Chad

댓글 보기 · 2024년 10월 16일에 편집됨 · Chad Susa (Gravity CX - Zendesk Partner)

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댓글Business rules

Is there a way to re-order schedules without having to delete schedules?

It looks like the only way to promote a schedule in the list to be the default schedule (first in the list), is to delete all the schedules above it so it becomes the first schedule listed and therefore the default schedule…then you have to re-create all the schedules you just deleted, including their holidays!!!!! Then you need to find all the triggers where they are referenced and update those as well - with the newly created schedules.

Madness, just to change the order to promote a ‘new default’ schedule.

It also doesn't look like there is an order attribute in the API which you can use to simply re-order them.

Surely this is not true. Surely this has been thought about?

댓글 보기 · 2024년 10월 10일에 편집됨 · Chad Susa (Gravity CX - Zendesk Partner)

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댓글Zendesk messaging

If I have amessaging channel ticket and need to converse with the customer via email (in the channel switcher in the ticket composer) what happens to the metrics?

 

If we switch to email and the ticket channel is messaging (the ticket was created via messaging), then what happens to the time to solve (and other metrics)? Is it just counted on the ticket and added to the total of time to solve and takes no account that the channel was switched to email….or does it somehow take this into account and the time from when the ticket is ‘switched’ to email is not counted?

 

I'm assuming it's counted on the messaging ticket regardless of the communication channel (switching) throughout the life of a ticket.

If so, is there a way to split this out so we can understand tickets that were solved solely using messaging vs those tickets that were solved via a combination of messaging and email channels….typcially email would be longer.

Many thanks.

댓글 보기 · 2024년 7월 04일에 게시됨 · Chad Susa (Gravity CX - Zendesk Partner)

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댓글Publishing and sharing dashboards

I'm also confused about the comment above as my end users can interact with the dashboard filters (from Boyce Worley) :

  • Interactivity options are disabled when you share dashboards externally. For details about interactivity options, see Interacting with dashboards.

I've shared a dashboard with an End User, but when they view the dashboard, they can interact with all dashboard filters. The linked article doesn't explain anything about what end users can and can't interact with on shared dashboards.

Even if I share the link to the dashboard with someone that is not an End User (doesn't have a Zendesk profile), they can still interact with the filters.

Also, Colin Hutzan  - You can share externally (with restrictions) from the Beta dashboard builder. In the dashboard, click the dropdown next to the Share (blue) button. Then a Get Link should appear….I think this is plan dependant though…so if you don't see it, you might not have the feature on your plan.

 

댓글 보기 · 2024년 6월 05일에 편집됨 · Chad Susa (Gravity CX - Zendesk Partner)

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댓글Web Widget documentation

댓글 보기 · 2024년 4월 25일에 편집됨 · Chad Susa (Gravity CX - Zendesk Partner)

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댓글Publishing and sharing dashboards

How do I go about restricting access to the Default Dashboards? Do I have to re-create them in the beta builder?

댓글 보기 · 2024년 4월 23일에 게시됨 · Chad Susa (Gravity CX - Zendesk Partner)

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댓글Ticket management

Thanks so much Destiny .

Really apopreciate the clear response and fast turnaround :)

댓글 보기 · 2024년 4월 16일에 게시됨 · Chad Susa (Gravity CX - Zendesk Partner)

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댓글Ticket management

Hi Team

Does the spam filter only work on the email channel? No other channels are supported? eg: FB Messenger, Insta DM etc?
If it only works on the email channel, how would we manage inappropriate messages or spam from Direct Messages for example? I'm guessing we have to manually mark the ticket as spam and suspend the user?

댓글 보기 · 2024년 4월 15일에 편집됨 · Chad Susa (Gravity CX - Zendesk Partner)

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댓글Team members and groups

How is the Channel 'Support' (under the channel filter) defined?

Does it simply mean the time an agent was logged in to Support?

Also, what does NULL mean in this context?

The reason I ask is that when I filter to Last 7 days, Channel = Support and Agent = Me, the report says Online time is 168 hours. Which equates to 7 days with each day being online for 24 hours. But I have the Team member session expiration set to 8 hours.

Bit confused on how this works.

댓글 보기 · 2024년 3월 25일에 편집됨 · Chad Susa (Gravity CX - Zendesk Partner)

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