Zendesk: how to avoid notifying a customer of a specific update

Is it possible to prevent a ticket from sending an email notification to a customer, if it contains a specific expression or value? Yes, and we’ll need three Zendesk triggers to do this.

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Zendesk: triggers vs automations

One of the things that usually confuses people who are new to Zendesk is the difference between a trigger and an automation.

These two business rules seem to do the same, but they’re actually quite different. What are the main differences between them?

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Careless Tweeter

Having experienced the incredible randomness of Twitter virality for the first time (thanks to the tweet above), a considerable amount of user feedback started to converge on the same topics. Continue reading Careless Tweeter

New learnings while laddering up

The ask is simple: the alignment of all work streams should contribute to synergize all actionable optics. From a scrum perspective, we need to activate any deliverables, for all business units, during this journey. Continue reading New learnings while laddering up

Zendesk: add HTML to ticket comments with Dynamic Content

Hi, Zendesk users! In this article, we’ll take a look at having HTML in Dynamic Content, in order to have fancier public ticket comments, thus improving your CX capabilities. Continue reading Zendesk: add HTML to ticket comments with Dynamic Content