zendesk • pedrosaurus

Zendesk Certification: is it worth it?

Zendesk has a whole suite of paid certifications. I recently bumped into folks asking this question, so here’s my two cents.

Zendesk Guide: 301 redirects using Javascript

We can edit our Guide’s theme to automatically redirect users when they visit our Help Center and/or submit a request. This article provides a couple of ways to achieve that.

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.

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?

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.