pedrosaurus

Zendesk Explore and CSAT: reporting on the correct Assignee

A ticket’s last assignee might be same the person who was assigned to a ticket when the requester rated it. But who gets the CSAT credit when multiple agents were assigned to a ticket? Here’s how to make this clear in Zendesk Explore.

Collage drafts

Sharing a few drafts, just works in progress. I haven’t had much time to the old hobby during the past couple of years, but here’s hoping I resume it in 2022.

Wordle

Samuel at PlainDocs recommended this addictive word game called Wordle. It’s like a Mastermind for five-letter words, instead of colors.

Removing Google Analytics

I decided to ‘de-Google’ this website and look for a free alternative to Google Analytics back in 2020. Here are the reasons I shut GA down, and became a paying customer of Plausible Analytics.

Automatically add comments to tickets

Although not officially supported by Zendesk due to potencial race condition issues, it is possible to add comments to tickets using a trigger or an automation. This could be particularly useful for non-email channels like Facebook or WhatsApp, where Facebook’s 24-hour rule applies.