Bryan

Amazing! Thank you sir.

Hi all! I just updated my help center theme from APIv2 to v4 in order to get greater form customization options. But I'm currently finding it more difficult. Hoping to find some advice.

In particular, I need the organization field on the contact form to be hidden. The customer's default organization is fine to pass through. But they don't need to see other organizations if they're part of more than one.

Ideally, it would be great if the field ID was added as a class for the div that contains each form field. But I'm struggling to make sense of the new js assets that are in the latest Copenhagen theme. Can anyone point me in the right direction for this?

That reminds me of another thing! Zendesk now has a beta going on to test some new ticket deletion tools. But before this was going on, I used GPT to help me create a google apps script that bulk deletes tickets. Since zendesk API docs are public, GPT was able to compose a script that required minimal intervention to get it working.

In combination with the google sheets zendesk connector extension, I created a spreadsheet that fetches up to 1000 tickets each day that are 2 years old and lists only the ticket IDs. Then, the google apps script runs every 2 hours deleting up to 100 tickets. This helps us stay in compliance with GDPR automatically.

Something big we did last year was enable a ChatGPT component in our chatbot. We are a lean team engaging with 10k+ users every month. And being focused on education, our chatbot suffers from a high fallback rate due to what appears to be children asking or saying odd/irrelevant things. Enabling ChatGPT in the bot has dramatically lowered our fallback rate and gave a huge boost to our self-service ratio.

Important perhaps to note that we have not linked our chatbot to any user data for privacy reasons. Conversations are purely anonymous. So having double-digit KPI improvements with only public help center content is crazy.

While it's great that we're seeing fewer support tickets, we're now seeing a higher percent of complex technical issues. So we're having to somewhat reinvent how we assess our manpower needs, as we feel a need for more manpower to help stay on top of fewer tickets. We need to find a way to show with data that tickets are overall more complex. This requires greater granularity than what we've been tracking, which leads to a new area where AI may soon prove useful to us.

Adding my vote and voice to this. I've been periodically asking Zendesk for a solution like this since GDPR went into effect. Because of this, our team hasn't been able to use the 'solve' status since it auto-converts to 'closed' after 28 days, and closed tickets can't be bulk deleted. As-is, we have a view that shows tickets that've been pending for 6 months and we manually bulk-delete them every day. This has been a time-consuming process/problem for us since 2016. So I'm very happy to hear that we might finally have a solution in the next few months.

Also worth noting is that several metrics in Explore don't work unless we're able to use the 'solved' status. So this issue has really limited our ability to use several parts of Zendesk in a simple "as-intended" way.

Community engagement overview has a column titled "post upvotes" that shows different totals than when I look at a post. E.g.: I have a post that appears to only have 1 vote when I review it, but "post upvotes" shows it has 5 votes.

I've removed the ability for end-users to down vote or to vote on post comments. However, I'm starting to wonder if each comment also counts as a vote? I suspect that when someone comments on a post, their comment is automatically given a +1 vote. Then in turn, Community engagement overview adds all post comment votes into the "post upvotes" total. Is this what's happening? Does "post upvotes" include comment votes?