Brandon Tidd
Full time Zendesk Architect. Cleveland born and raised. Changing the world one megabyte at a time.
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Total activity371
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Last activity
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Activity overview
Latest activity by Brandon Tidd-
Brandon Tiddcommented,
Hey KC, Ahh - thank you for that clarification. In this case, you'll first use a Trigger that looks for the all conditions: Ticket Is Created; Current User Is Agent and use an action to add a tag ...
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Brandon Tiddcommented,
Hey KC - Under Admin Center > Automations, you'll want to find the automation that sends the Satisfaction survey. For excluding agents, you'll want to add Requester: Role is End-User under 'All Con...
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Brandon Tiddcommented,
Hey Imola Szabó - While the system field can't be modified, you should be able to either create a checkbox for "Change Request" that gets logged under task or incident, or remove the system field a...
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Brandon Tiddcommented,
Hey Leigh Kelsey - Not sure if it's the same issue or not, but if you're experiencing the issue and your colleague is not, I would suggest a) clearing your cache and b) trying from a different bro...
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Brandon Tiddcommented,
Hey Jay McCormack - I hear you on the flashing letters and sirens (and don't get me started on smart device automations triggered by email notifications). One thing to note, the Ticket Title / Sub...
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Brandon Tiddcommented,
Hey Dana Barr - Agree with everything above. You might also find the Notification App, built by Zendesk, helpful for rapidly communicating with Agents inside of Zendesk. Brandon
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Brandon Tiddcommented,
Hey Heather Rommel - Fancy seeing you here! Unfortunately, I've not found a way to reorder schedules (I think it's tied to the schedule ID). That said, AFAIK schedules are not dependent on one a...
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Brandon Tiddcommented,
Hey Johnny, Yep that makes sense - though with Conditional Fields, you don't need to use JS to hide the field at all. First step is to add condition wherein if "A" = 1 then "Request Type" is shown...
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Brandon Tiddcommented,
Hey Johnny, You might not have to do this through JavaScript at all, actually.This article on conditional fields might point you in the right direction. Hope this helps! Brandon
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Brandon Tiddcommented,
All of these tips are great! We've also seen good things coming from csat.ai as of late. You can also gauge some of this natively in Zendesk Explore by tracking agent-level satisfaction and looki...