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The Goal Arranging Attributes into Groups and Sets gives you more flexibility in how you present your data and can make it easier for you to find the information you need across your queries. To illustrate this, I'm going to show how we use Groups and Sets to understand the Chat behavior of our users. Prerequisites Explore Professional or higher A custom ticket field to capture Troll and Ghost chats At my organization, we use a custom field called Category 2 to capture metadata related to what users are asking about. Our Troll and Ghost Categories are located in that field. Other References Organizing by Groups and Sets

Sometimes in our Help Center we have images we want to include in an article, but when they scale to fit our theme they aren't as detailed as we'd like.  I looked at solutions like the Fancybox solution but thought it was a bit too complicated.  We found a much simpler solution.   Click the Insert Image button Upload your image Select the image Click Insert Right click on the image and select Copy Image Address (I used Chrome, other browsers may use different terminology to get the image link) Add a comment under the image and select the text Click on the Insert/Edit Link button Paste the image url into the Url field Change the Target to New window

Hi All, GOAL: I was trying to push specific Messaging chats to our Sales group based on the options selected by our customers. Our "I want to make a purchase > Talk to human". flow should route directly to our "Sales/Product" team.  ISSUE: Without a support trigger to do this, your customer will essentially be presented to ANYONE who is online - Defeating the purpose of skill based groups (for those who operate in this way). So for Messaging it is crucial for us to be able to route the specific issue a customer has raised to the specific group set up in Zendesk to tackle this particular query. SOLUTION: I created a support trigger that uses the specific ticket field we created to obtain certain info for our Sales team from our customer. This is essentially how I defined which group should be presented with this chat. Looks something like this...

I posted a question earlier this week on how to perform synonym searches in Guide. It was suggested that there wasn't anything currently that does this, so I decided to make my own to share.  For us, we have some products that are frequently misspelled but no way (unless we tag all of them) to have them return in the search results or direct the user to the correct spelling. This solution enables you to add synonyms to your Help Center search. Add this to the js file for your Help Center/Guide. You can add multiple synonym sets by copying and pasting the following line of code to handle both synonyms and spelling mistakes.     NewSynonymSet('sleep', ['dream', 'hybernate', 'nap', 'sleeep']); //Start Code $(document).ready(function() {   InitializeSynonyms()}); var synonymsets = new Array();function NewSynonymSet(key, synonyms) {   var synonym = new Object();   synony

If you rely heavily on tags in your workflow like us at Cloudinary, you may find it difficult to investigate which tags were added and removed on each step in the ticket's life. To overcome this, we created a script that will highlight those added and removed tags. A Zendesk app can't access the DOM elements so we had to rely on a browser script. The script is available here and can be used Tampermonkey - an addon that allows you to install enhancement scripts on any major browser.

When searching in the the help center for a ticket number, the search results do not include tickets. I came up with a quick way to redirect them on a search. It basically checks a failed search result to see if its a number and if it is, tries to redirect it to a ticket link.   *Requires jQuery Edit the search_results.hbs file Locate the placeholder for no search results: section should have something like {{t 'no_results' query=query}} Paste in the following code <script type="text/javascript"> $(document).ready(function(){ var searchQuery = $('.page-header-description').html().replace('No results for "', '').replace('"', ''); if($.isNumeric( searchQuery )) { window.location = '/hc/en-us/requests/' + searchQuery; } });</script>

The Goal One of the most difficult transitions for me from Insights to Explore was understanding how all of the "calculated" and "calculation" options work and where to find them. In this example, I am comparing our escalated tickets to our total tickets to understand the trends year over year. Note: there are even more ways to get to this information, this is just a jumping off point. Prerequisites  Zendesk Explore Professional Instructions  Step 1 Create a new Explore query using the Support: Tickets dataset Name your query Step 2 Select your metrics Start with D_COUNT(Tickets) to get your total ticket volume

Drop-down select list custom fields can be an efficient way to collect the details you need in a Zendesk ticket. You can even create drop-down lists that contain multiple levels of organization. Customers can navigate by category to make the right selection when they are filling out a support request from. But creating drop-down select lists manually is time consuming if you have more than a few options. What if you want to make an entire product catalog available? Copying and pasting 250 entries is not the way to go. That's where the app Elements Connect can help: Elements Connect allows you to populate drop-down custom fields with data from PostgreSQL or MySQL databases. How to set custom field values with data from your SQL databases in 3 steps 1) Conne

There are many different uses for the CC option. The instructions below are just for CC'ing a particular person based on the creation of a ticket where the value of a field is True. I use several CC logic. One which fires via a macro. Everything should be here to get you started anyway... Good luck!   Step (1) – The Field Admin>Manage>Ticket Fields Firstly you will need to create a new drop-down field and add your values to it. The example below shows a ‘CC Third Party Repairer’ field for two companies. (NOTE: Once created, you'll need to return back to this field and take note of the Custom field ID)   Step (2) – The Form Admin>Manage>Ticket Forms Click on your form to edit it.

The goal In this tip I'm going to take you through the process of adding a custom theme selector to your Zendesk Guide. This will allow your users to select a theme from a dropdown menu that will change certain colours throughout the site. We implemented this as a bit of fun for an internal site, but it could be used to add an accessibility theme for users who struggle with your default style. The GIF below shows a very basic example of what can be achieved. The Solution The code can be broken down into three parts: Adding the theme selector to the footer Adding the javascript to make the theme selector work Adding the theme styles to your css A quick note before we start; I'm customising a standard Copenhagen theme, but you should be able to apply the code below to any custom theme. The

At first i was not sure if this is even worth an article, however I am everyday more amused by the usage of our little friends in Zendesk. Where it all started... The story starts almost two years ago when I've requested the blocked poop emoji after i found out Zendesk supports them 💩 (click for article) I will probably never forget this thread, lol. Back in these days the emojis were added as an image in e-mails only, that's why we hardly used them. (but it's safe to assume that some of us had quite a fun by pooping each other on ticket assignments.)After that the emoji usage got pretty quiet for us until i found out a couple of months ago that

Hi everyone, not quite sure if this is the right place, it feels like a tip/trick but it's also a bit of a plug of something I've made, Introducing the Zendesk Submit Expander Chrome Extension: It saves you a click every time you update a ticket (in a new status). It replaces the drop-up menu of the ticket submit button with a row of buttons, allowing you to immediately choose the best status (this does require a good understanding of statuses, this awesome article should help with that). It works with the Play view and Bulk ticket updates too:

It's my first try at Community tips, English manual writing and explaining CSS. Bear with me :-)  With the new Help Center a lot of nice stuff has become available. Including CSS modding. This allows for the modification of your font family. Let's explain some things first.  Note: If you'd like to use Google Fonts, check out this  tip from Wes Drury. About font families Most companies use a regular font like Arial or Helvetica. These fonts are a way of showing your text. Some fonts are really modern while others are more elegant. The way you want to show your text, is a personal taste. Most businesses have requirements when it comes to writing text. In almost every case the font family and the size is a basic requirement.  Here is where the

Hey guys, I found a couple of articles on how to add the Agent badge in the Communities section and, while the codes worked for many, it didn't work for me. In the end, where you edit the code, we had to add the following codes in the community_post_page.hbs page: {{#if post.author.agent}} <span title="{{post.author.name}}" class="moderator"> {{else}} <span title="{{post.author.name}}"> {{/if}} ---> See image below: and a bit further down, this code: {{#if author.agent}} <span title="{{author.name}}" class="moderator"> {{else}} <span title="{{author.name}}">

Table formatting seems to be a struggle for a lot of Zendesk admins/agents. We designed our own Zendesk Help Center theme and had such a headache with the tables that we added default table formatting to the CSS file and can just override horizontal alignments and add any simple text formatting (bold, italics, etc.) and such in the WYSIWYG editor, as needed.  I've added the code we use for our table formatting below, if helpful.  Adding that padding line (where the arrow is pointing) helped prevent our table details from running into the borders. It was added to the "td" section. Now this is how our tables look in the WYSIWYG editor (note that I did change the first row to be a Header row from within the WYSIWYG editor and kept the rest as Body rows):

Often we get the request from our customers to integrate an easy to use way to send over important browser information when creating a ticket in the Help Center. The browser information is in a lot of cases very important to deliver proper support to your customers. This trick will automatically grab all important information for your team and include it into a hidden textarea in your Help Center. I've used the source from Christian Ludwig which was for public use shared on Stack Overflow and made it ready to use for your Help Center. Example in agent view Instructions Create a Custom Ticket Field and cho

Zendesk level:  BeginnerKnowledge:  HTML, CSS, JQUERYTime Required:  10 minutes ** 7/13/21 - 8036642427 has graciously written an updated version of this tip that will work with the new templating system. Check it out here: Help Center - Add an arrow to scroll back to the top of the page ** 05/13/16 - Updated to new version and fixed so it shows above widget if using one. Most sites these days have a little link somewhere at the bottom of the page which takes the user back to the top of the page. This is a simple yet important piece of functionality, especially in this age of small screen browsing, where pages can become very long indeed.  Some of our article pages along with all the

The Problem You want agents to be excited about their CSAT. So you set up a Slack channel, and everything's going great. But something's missing. The Webhook responses all look really robotic, right? AGENT A RECEIVED GOOD FEEDBACK ON TICKET 123. AGENT B RECEIVED GOOD FEEDBACK ON TICKET 456. A lot of organizations use Slack to display their CSAT to their agents, which is a pretty useful tool, but one thing that is pretty bland is that the messaging template is pretty static. So let’s change it up!  The Solution I will preface this by saying this is a little bit of an advanced Zendesk workflow, and requires a little bit of elbow grease, but it's really cool, and you get to learn Liquid Markup, which can be super useful in Zendesk!Liquid Markup is a templating language that Zendesk supports, and it’s used to load dynamic information in places where you otherwise wouldn’t be able to. We’re going to be u

Tags are a very useful part of Zendesk. Obviously, you will need the correct Zendesk package to use them. Speak to your Zendesk Rep if you want to try them and do not have the correct package. High Level Approach Think about the bigger picture with Tags. Think about how you want to use them. Think about how they will affect the things you can do. General Approach How will they tie together? How can you use them to get information from the system? Can I use them to check and balance events?   Disclaimer: I am just a 2-year Admin user that runs a desk. I am not tied to Zendesk in any way. But I was asked to add something to the community so here it is. This is obviously my ramblings about how I use tags in my system it may not apply to your system or the way you have your system setup in any way. If you decide to adjust anything in y

Hello everyone, I have made a Google Sheet & Apps Script template to help pull and report on data that you may not be able to access using the normal Zendesk interface. Currently it is designed to perform the following: Allow easy configuration of OAuth. Authenticate with Zendesk using OAuth. Export problem ticket information. Export current list of agents. Easily expandable with custom API endpoints with minimal code. Future development depending on user need: More built functions to extract Zendesk data. Editing data within the sheet and submit changes back to Zendesk. Getting the Zendesk Template spreadsheet You find the spreadsheet here:https://docs.google.com/spreadsheets

Connect your customer support and development teams Better customer service starts with better communication. IntegrateCloud brings all your customer conversations into one place. IntegrateCloud streamlines your support with time-saving tools like ticket views, triggers, and automations. This helps you get straight to what matters most - better customer service and more meaningful conversations. Create work items for your engineer’s right from Zendesk With the Visual Studio Team Services App by IntegrateCloud for Zendesk, users in Zendesk can quickly create a new work item from a Zendesk ticket.       Quick steps Sign upfor Zendesk or use your existing account

Has anyone found, or do you know of, a definitive guide for properly making Zendesk Support work with the SMS components of Talk? Specifically: SOLVED: Proper Triggers rules to ensure that replies to inbound SMS messages are replied to as SMS. SOLVED: How to configure an agent signature to ensure that it isn't used in responses to any SMS communications; using ticket tags and liquid markup in the account-wide signature to create some cases that define the signature contents.   Where I was stuck: 1) Updates to tickets not being SMS'd to customer: When i've created a ticket where I've specified the requester by entering their phone number into the Requester field, the first message has gone without problem. As discussed later in this post, removing one of the channel actions gets it done. Will update all the screenshots for my trigger recipes to show how this is done.

I've seen this question posted quite a bit in the forums, so here is a little how-to on how to change the string for 'My Activities' in HC, as done on http://support.amilia.com Here's how to change the "My Activities" text In Guide, click the Customize design icon in the sidebar Click on Edit Theme to access your template's code Click the script.js file and add the following code: //Change string for My Activities $('.user-nav .my-activities').html(' See my requests');$('.sub-nav').find('li').filter(":last"); As you see, this allows you to change the string to "See my requests" Here's how to change the text in multiple languages Follow the steps a

Recently we’ve come across a very common use case: People often have customer data in a Google Docs Spreadsheet. This makes a lot of sense: the online spreadsheet is easy to keep up-to-date across the whole organization and you can use Google Forms to collect the data. But when agents are replying to a ticket it’s difficult for them to look up customer details in the spreadsheet. This is where our app comes in. We’ve added Google Sheets support to our Zendesk app and I thought I’d share a short guide on how to set everything up. I hope this is useful to all people who use Zendesk and Google Sheets. If it is, let us know at support@factbranch.com :) Our Solution

Zendesk's moto is that "Businesses are made of relationships. Those relationships can be complicated, but Zendesk helps make them better". The same stands for data too. Zendesk has all your customer service data and they can be complicated too. Problem What if you want to: simply move your data to your data warehouse and/or answer questions that need data from sales, marketing, billing or your product? Questions like: "Which of my customers have the most tickets?" or "Where in my application and when my customer opens tickets?" The Plan You could: setup your own integration (and maintain it) use a dashboard service that will limit you on how you want to "see" your data. or use an out-of-box solution like Blendo