Tag: Hack

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,…

Read More Read More

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…

Read More Read More

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…

Read More Read More

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…

Read More Read More