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.

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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.

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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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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.

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