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.Continue reading Automatically add comments to tickets
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.Continue reading Zendesk: how to avoid notifying a customer of a specific update
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
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.
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