Category: Customer Experience

Thoughts about Customer Experience, the CX industry, and Zendesk products tips and hacks.

Use single sign-on to customise end-user content

Use single sign-on to customise end-user content

In support, and especially B2B support, it’s fairly common to restrict specific content in your Knowledge Base and/or your contact form depending on who’s currently connected to your Zendesk. For example, when supporting multiple companies, you don’t want Company A to see Company B’s Knowledge Base articles. Company C might be the only one allowed…

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Zendesk: hide ticket fields based on a user’s organisation

Zendesk: hide ticket fields based on a user’s organisation

It’s cool to display ticket fields to agents and/or end users, but what if you have different organisations in the same Zendesk and want to hide specific fields only for people in a specific organisation? Well, say no more! 🙂 The requirement In one of my Zendesk environment I have 3 organisations: organisation of customer 1,…

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Zendesk: add color to priorities in Views

Zendesk: add color to priorities in Views

It’s a very, very minor addition but I tweaked our Zendesk CSS to show some colours next to each ticket’s priority level. I didn’t use the Zendesk score feature so I removed that column from the Views we have but I wanted to know, by having a quick glance, how many low, normal or urgent…

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Zendesk: change the default priority names

Zendesk: change the default priority names

When we defined the Mondial Telecom SLA, we decided to use our own priority names instead of the usual high & normal ones. Don’t ask why 🙂 The Problem There is no way to edit the default Zendesk priority names. Which makes sense since you can simply create custom fields and disable the default ones. However…

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Zendesk Enterprise: global satisfaction score

Zendesk Enterprise: global satisfaction score

One of my biggest grief about the Enterprise plan of Zendesk is its lack of support for the satisfaction score. I mean, all accounts have their own satisfaction score like on a regular plan but we lack a way to have the global score of all branded spokes added to the one of the main…

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Zendesk: auto-fill a widget with data from ticket view

Zendesk: auto-fill a widget with data from ticket view

As we deliver our own VoIP service, we also have our own Support Tool internally. This is great in terms of responsiveness or for the data our Support Teams need to have since they can simply ask our developers to add that. However, it means logging into a different tool than Zendesk to resolve a…

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Zendesk plugin in HipChat

Zendesk plugin in HipChat

I’m finally active again on my blog! 🙂 For this first post I wanted to quickly show my little Zendesk plugin for HipChat. Our dev team created a bot in HipChat called R2D2 (yes, we have a lot of imagination!). We create different plugins for that bot (useful… or not) and call each plugin by typing !plugin.…

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