Zendesk Tips

Did you know that when you change the position of a VIEW, the last updated datestamp is updated But the logs won't show you what changed but all the other VIEW that were affected by the change if have there date updated too.

Recently I was tasked to find out who updated a macro with things that were not permissible by the business. The macro was updated about 3 to 5 months ago but out of the box searching this would be cumbersome. There are 3 methods are available to us, and here they are; Use the Audit log Using the audit log, will allow you to filter by Date, Activity Type and Item Type. This should allow you to find what you are after. Use the Email CSV option If your Zendesk instance is very busy with lots and lots of changes, you might want to review it using the Email CSV option. This will email you a copy of the logs based on your filter so you can audit is further using Microsoft Excel or Google Sheets Use the API endpoint If you are an Admin and have some developer skills, you can use the following endpoint to either get the information from the browser or use Postman; https://{subdomain}.zendesk.com/api/v2/audit_logs.json?filter[source_type]=rule&filter[source_id]=MACROIDHERE To use the A...

Sunshine Custom Objects is a powerful feature offered by the Sunshine Conversations platform, designed to enhance and customize the conversational experiences for businesses. By leveraging this feature, businesses can create and manage custom data structures to store and retrieve information specific to their needs. In this article, we will provide you with a comprehensive guide on how to effectively use Sunshine Custom Objects to unleash the full potential of your conversational applications. 1. Understanding Sunshine Custom Objects: Sunshine Custom Objects allow you to define and manage structured data that can be associated with your conversations, users, and messages. They enable you to create and store custom attributes and properties tailored to your business requirements. Whether you need to store user preferences, transactional data, or any other relevant information, Sunshine Custom Objects provide a flexible solution. 2. Creating Custom Objects: To start using Sunshine Custom...

In today's fast-paced business environment, prompt and effective customer communication is essential for maintaining strong relationships. However, there may be instances when a customer inquiry slips through the cracks or fails to receive a timely response. In such cases, Zendesk Triggers can be a valuable tool to ensure that no customer goes unnoticed or feels ignored. In this article, we will explore how to utilize Zendesk Triggers to automatically send emails to customers when their inquiries haven't been addressed promptly. What are Zendesk Triggers? Zendesk is a powerful customer service software that helps businesses manage customer support tickets, inquiries, and other interactions. One of its key features is Triggers, which are automated actions that occur when specific conditions are met. By setting up Triggers, you can streamline your customer service processes, improve response times, and enhance overall customer satisfaction. Setting up a Trigger for timely email n...

Zendesk is a powerful customer support platform that enables businesses to provide efficient and personalized assistance to their customers. One of the key features of Zendesk is its flexibility in customization, allowing you to tailor the support ticket fields according to your specific business needs. This article will guide you through the process of customizing and configuring the fields to show in Zendesk, helping you optimize your customer support workflows. Step 1: Accessing Zendesk Admin Settings: To begin customizing the ticket fields in Zendesk, you need administrative access to your Zendesk account. Log in to your Zendesk admin dashboard and navigate to the "Admin" icon located on the sidebar. Step 2: Managing Ticket Fields: Within the Admin interface, click on the "Manage" tab and then select "Ticket Fields." Here, you'll find a list of all the predefined ticket fields available in Zendesk. Step 3: Choosing Fields to Display: Review the exi...

Welcome to Zendesk Tips, your go-to blog for all things Zendesk! Whether you're a new user or an experienced professional, this blog aims to equip you with valuable insights, tips, and tricks to help you optimize your Zendesk experience. With its powerful suite of customer service tools, Zendesk has revolutionized the way businesses interact with their customers. Our articles are designed to enhance your understanding of Zendesk's features, boost your efficiency, and elevate your customer support to new heights. Join us on this exciting journey as we uncover the hidden gems within Zendesk and unlock its full potential. 1. Mastering Ticket Management: In our first series of articles, we delve into the art of ticket management, the backbone of any customer support system. Discover how to create and prioritize tickets effectively, automate workflows, and use macros to streamline your support processes. We'll also explore the power of tags, custom fields, and ticket views to or...