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…
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,…
Resetting the ECU of your car might be useful if you mod it in any way, if you just bought it second hand and want it to “learn” your driving style quickly or even if you experience weird average consumption. You usually have two options: removing the negative plug of your battery (but also losing…
Since I switched to Mountain Lion, I haven’t had a lot of issues. But some really minor differences between this new OS X version and Lion made me go crazy. A bit. I rely a lot on keyboard shortcuts to enhance my workflow in Apps. And for a reason I still don’t understand, Apple removed…
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…
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…
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…
While this could have been a bad porn movie name, Angelina is actually just the nickname a friend gave to my recently purchased Nissan 370Z. Now that the weather is finally getting better (I’m in Belgium, don’t get your hopes too high) I could enjoy a day without rain and with temperatures reaching 15°. Insane! 😀…
The Problem It’s a request we have quite often so, even though it’s a one line of code, I thought it might be useful to share this! 🙂 If you don’t want your name to be tied to a forum article, you can create a fake Zendesk user just to post articles. Another easy way is…
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…