Zendesk Againdesk

I'm sure it's been updated in the year since I had to use it; Let's see how. If not, let's just refresh ourselves together.

Zendesk walks you through it's own tutorial, so that's helpful.

It's short enough, so we can quickly move through and start sending ourselves support tickets to give it a shot!

This is the automated response. I found how to change the auto responder title:

Admin (The gear on the left) > Manage > Ticket Fields. There are others, but I haven't found the one to change the generic response body. Any insight?

Open the dashboard; Here's what you get:

And when you respond, you get:

That could be you, working with me.

I came across some other interesting parts:

"By default, Zendesk Support reads the HTML part of incoming email and displays rich content in resulting tickets and comments. Images and formatting in email will appear in comments in tickets. If you prefer to see plain text messages, disable this option."

Are people making terribly ugly, "rich content" emails to send to help support agents? Probably.

That sounds like a pain in the ass. Don't do that!

Look at all these if/thens you can set for ticket response time:

It's a super helpful tool, and I understand why companies all over the world use Zendesk. I like the ticket response and "Don't bring your ugly rich text emails to me" setting.

Comments

Making KPI Dashboards with PowerBI

While this is the free tier, I cannot share or collaborate with others, nor can I publish content to other people's workspaces, but they will not stop me from screenshooting and recording these self-taught adventures,so! I'm doing this because I idly searched "Mattel careers" and "Information Technology", and seeing a bulletpoint saying the following: Analytical and reporting skills such as creating dashboards and establishing KPIs such as experience with PowerBI, Cognos, Tableau, and Google Data Lake/AWS is preferred And thought "Well, I've used Tableau, and I've heard about PowerBI, even if its in-demandness is questionable , so how similar is it? And can I write about it?" First, PowerBI (PIB) does have a downloadable, local version, but apparently Windows-only. I could download the .exe but I couldn't run it / drag it to applications on my MacBook. Not a problem, we'll use the online SaaS version, and a dataset found here, ...

Log Sorting with AWS CloudWatch, AWS CloudWatch Insights

The cool thing is, I was contracted to make these videos in collaboration with CloudAvail Technology Consulting to help people decide which service they wanted to use for their logging - AWS CloudWatch, AWS CloudWatch Insights, DataDog, or New Relic. I'm searching through nginx logs. I have accompanying videos of each service that you can find on the CloudAvail Youtube page; See these links to go to the DataDog and NewRelic posts. The idea was to be subjective in the videos, but I can be objective on my personal blog. CloudWatch The syntax is odd, but easy to grasp. Sort log data by IP addresses, message codes, and status codes. The simplest query system, but not quite robust. Insights The syntax has changed - Vastly. I see major SQL influences. You can see that in how the parse function works - in this case, it's often taken pieces of a pre-existing standard - in this case, message - and breaking them into their own c...

Infracost, The Cloud Cost Manager

I nfracost integrates with Infrastructure as Code technologies to check the costs of the infrastructure you're creating or changing, in multiple currencies, multiple cloud platforms, and can integrate with multiple repos and pull requests. Hooray! The single-sentence description is 'Shift FinOps Left". Not sure what that means, but let's look at the software itself. The tag policies feature seems similar to the regulations one can set up in Trivy, like I've done over here , to make Terraform code adhere to certain rules. I installed it via chocolatey on Windows 11, using it to check my Azure resources. Don't forget to get the API key as well, it is a lot easier to set up than you think, and used the CLI in the program; here's that documentation (Option 1) . It does not check the free tiers of Azure and uses On-Demand prices by default. This is the output for infracost breakdown ; You'll notice that it does round down; My cost is 15.41$, and the t...

RUN TCP/IP | Morgan Lucas is Tech Blogging

Search This Blog