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?

Continue reading Zendesk: triggers vs automations

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 synergise 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

The “dark box”: a simple analogy to understand Zendesk Views

Whether it’s Zendesk or another help desk software that includes this kind of feature, a View is basically a filter you set up to present tickets that obey to specific criteria.

This explanation isn’t always clear to many people starting with Zendesk, though, so here’s an analogy that usually gets this one out of the way when providing training. Continue reading The “dark box”: a simple analogy to understand Zendesk Views