How to Forward or CC automatically to Specific Non-Agents

Tutorial for users of the Zendesk Support Platform  – Contact us for professional helpdesk setup and support.

In some helpdesk workflows, it is necessary to pass ticket information to users outside of your support team who are not agents on your helpdesk.

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In this tutorial, we will show you how to implement automatic emails to specific users outside of your helpdesk, and give an example of how this could be used.

Limitations: Each person you wish to notify will need a separate target made, so this is somewhat limited to predicable persons and by logistics of the number of persons to be included.

Mail Extension: It is possible to extend this so that a single target can be used in Zendesk, but this requires configuration in a mail system outside of Zendesk and may not be available to all users.

 

The Problem

When adding outside users as a CC to a ticket, notifications are only emailed if the comment is public, thus the End User also sees the comment.

 

The Plan

In this tutorial, we will show you how to use targets, tags, triggers and macros to send notifications to a predefined non-agent users.

By creating the outside targets, we are able to define the persons we expect to be notifying, in this example, Mike in our admin team.

 

The Steps!

Create the Target

1)       Navigate to Admin > Settings > Extensions > Targets

2)      Select ‘Add Target’

3)      Give your target a descriptive name.                        Example, ‘Mike – Private Email Notification’

 4)      Enter the email address;                                               Eg. mike@mydomain.co.nz

5)      Enter a Subject, you can include placeholders.  Eg. Private Notification – {{ticket.title}}

6)      Test the target, then select ‘Create Target’ and Submit.

Target completed!  Note: You will need to create a target for every email address you want to be able to notify.

 

 Create the Trigger

1)      Navigate to Admin > Business Rules > Triggers

2)      Select ‘Add Trigger’

3)      Select desired conditions.  This could be used in a number of ways.  For this example we select the following…

  • Ticket: Is…           >Updated
  • Ticket: Tags         >Contains at least one of the following  mike_notify
  • Ticket: Status     >Less than          >Solved

4)      Select the actions to perform.  Example below.

  • Notifications: Notify target          ‘Mike – Private Email Notification’ (As created in above target sample)
  • Message: 

—————

Please contact the client below to address this issue.

View here {{ticket.url_with_protocol}}

Email: {{ticket.requester.email}}

Phone: {{ticket.requester.phone}}

Previous communication as below.

{{ticket.comments_formatted}}

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  • Ticket: Remove Tags       mike_notify
  • Select ‘Create Trigger’ and Submit

 

Trigger completed!   Note: You will need separate triggers for each target, unless of course you are wanting to notify a group of people rather than just one.

 

At this point, you have a manually activated target.  You can now manually add the tag mike_notify to your ticket, and submit with any other changes, including a Private/Internal comments.  However, we would always prefer to make things as simple and agent-proof as possible, so the following Macro will make this example complete.

 

Create the Macro

In this example, we are wanting to close the ticket by referring it to Mike and will expect him to take over.  Personally I would make this a public comment, so that the customer knows what is happening.  You can easily set this to private if this suits your needs.

1)      Navigate to Admin > Manage > Macros

2)      Select ‘Add Macro’

3)      Enter a Macro Title          Example: ‘Notify Mike and Solve’

4)      Perform these Actions…

5)      Ticket: Status     Solved

6)      Ticket: Add tags                      mike_notify

7)      Ticket: Comment Mode           Public (or Private as you prefer)

8)      Ticket: Comment/Description     (as below…)

—————

Hello {{ticket.requester.first_name}},
Your request has been referred to Mike in our admin team. 
This ticket on our online system will now be closed and Mike will contact you via phone or email to continue to assist you.
Thankyou for contacting us!

—————-

9)      Create Macro!

 

Completed!

You now have a VERY simple way to move a request outside of your Zendesk support platformbut why would you do that?

Why not include your other teams in your support helpdesk, I’m sure they have some very useful input and would benefit from the efficiency and ease of use of the Zendesk support system!

Get help for your Zendesk online helpdesk setup

Confirm User Registration – WP Plugin

Want to monitor and control users on your WordPress Website?

Confirm User Registration; WordPress Plugin by Ralf Hortt

For a large number of websites over the last few years I have wanted to remain in control of user registration and control who is actually registering on the sites.  Not just for spam control, but for limited access websites and wholesale only eCommerce sites.

confirm user registration1

I have tried several WordPress plugins for user registration control, but found this one to be the most effective, whilst also being very simple.

Installation is instant using the normal WordPress plugin module, and once activated, one extra option is added to the ‘Users’ menu as pictured.

The plugins admin panel is equally logical and straight forward as shown below; simply tick the users you want to approve and hit ‘Authenticate’.  From this panel, you can also delete the user.

Authenticated users receive an email to advise them when they have been approved and until that time, cannot log in to the site.  Message to the user are able to be configured on the settings tab.

confirm user registration

We highly recommend this plugin for any site that requires manual approval of user registrations.

Possible improvements would be to include a ‘Blocked’ list, to leave users registered but disallow registered use; effectively making it impossible for them to re-register.

Overall we give this Plugin a 9 out of 10 rating

If you use this plugin, don’t forget to donate something to the author to encourage it’s maintenence and continuance – http://horttcore.de/

Website SEO Keywords for Business

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In many cases we have come across, businesses have trouble choosing the right keywords for their website SEO.

The best SEO keywords for any business are the ones your targeted end users will use, not when searching for your product, but when searching for any product.

What do we mean by that?

Lets say you are selling a wonderful new type of wheel, made of carbon-fibre and titanium, the product is light, and very strong.  Your target customer could be car owners who like to have the best.  In this situation, SEO keyword suggestions like ‘carbon fibre wheels’ and ‘titanium wheels’ may sometime be used, but consider this… your product is new, how many users are going to be aware of the product and searching for it?  Not a lot!

Proximity Keywords

Proximity Keywords, are targeted slightly differently; more generic terms are used to ensure your expected audience find your product.  In the example above, better keywords might be ‘strong wheels’, ‘high performance wheels’ or ‘light weight wheels’.

As you can see, these website SEO keywords are still targeted to a narrow selection of enthusiasts, but without assuming they are looking for the exact product.

Another form of Proximity Keyword is used for related products; again in the example above, the user might be searching for a popular type of wheel, that your product now out performs hands-down.  The users often won’t be aware of this fact, so keywords like, ‘aluminium wheels’, ‘mag wheels’, or ‘lightest alloy wheel’ might be very effective.  Don’t forget that the content of your page must match the keywords for the best optimisation!

Consistency and relevancy are the core of website SEO, and once you have your keywords pinned down, you will be well on the way to getting the right traffic to your site!

 

Examples used are intended only as examples to promote lateral thinking about SEO keywords.  If your type of product is used, please ensure proper SEO research is performed before choosing the keywords for your campaign or website.

 

 

Keeping your WooCommerce Site up to date

woo

For those of you that manage your own WooCommerce based Ecommerce website, this Woocommerce Video Interview about how this should be done properly should be very interesting and helpful.

For many of our users, we supply a fully managed solution where we undertake to keep the site up to date, install and test all updates to themes and plugins as well at the WordPress core.

Feel free to contact us if you are interested in more about our Ecommerce websites

Business Telemarketing and Database

headset

Maintaining a professional database can be a daunting and arduous task for a busy business.

BizStudio offer database management services and combine this with professional telemarketing to update, improve and canvas your database for leads and opportunities.

Please use our contact form for more info on the database management and telemarketing service we offer.

WordPress for Business Websites

Business websites with wordpress

Why WordPress? Because it works!

Approximately 12% of all websites on the web are built using WordPress.  It is by far the most common and well known platform ever.  There are over twenty five thousand plugins available for modifying, adding features, changing layouts and appearance with the click of a button.  Contact forms, security settings, online shopping carts, integrations, chat, newsletters, action buttons, sidebar displays and much more…

SEO capability is the true WordPress ‘secret weapon’. Without arguement, WordPress produces sites that index very well.  With comparitively little effort (maybe the 80/20 rule again?) a WordPress site can be fine-tuned to deliver surprising SEO results in a very short time.  Wordpress capabilities in SEO and Content Management make your input the 20% needed to get the 80% results!

To learn more about what WordPress website design can do for you please use our Contact Form

Heard of the 80/20 Rule? How does it apply to Websites?

Bright Ideas for Business Website Design

Most people in business today, have heard of the 80/20 rule that can be effectively applied to many business decisions, functions and activities.

Typically, 80% of your results come from 20% of your effort.  80% of your effort produces only 20% of your results.  If you focus relentlessly on the 20% that produces the results, you will be far more effective and efficient.

BizStudio apply this principle to our Business Website Design and Support.  We use only the Worlds most common and effective web platform – WordPress, and only the most effective eCommerce platform for WordPress – WooCommerce

Why do we tell you this?  Isn’t this our ‘Big Secret’?  Yes and no… Sure, you now know our two most important platforms and why we use them.  You can go out and produce your own site based on these if you choose, and we would willingly support you in this with website hosting, PHP and CSS modification & support, plugin setup and modification and more.

BizStudio have built many sites based on these 2 key platforms and we believe we can offer you a quicker startup, and faster, better results for a very economical cost.  We also have a shortlist of the most effective, reliable and simple plugins that can be used to extend your website.

Send us a message for help with your business website design now.

Is your website delivering the results you need?

slide websites

Our key focus is your success.

When it comes to business web design, we simply believe that the success of your venture, is paramount to the success of ours, so we want you to succeed!

We see large numbers of business websites failing to utilise the basic principles of SEO (Search Engine Optimisation), to secure effective ranking with Google, Bing and other search engines.  In fact many sites appear to be built without even considering the purpose of the site!

Without some initial attention to Keywords, Meta-descriptions, and core content, you are fighting an uphill battle to get your website on the first page of Google and Bing.  If you feel your site needs something more in SEO contact us today for a free assessment of your business website design. Use our Contact Form

Recent Posts Extended – Remove 'Permalink to'

The ‘Recent Posts Extended’ WordPress Plugin widget by default prepends the words ‘Permalink to’ on every sidebar widget link, effectively diluting SEO strength in the title attribute.

To remove this;

Open – recent-posts-widget-extended/includes/widget-recent-posts-extended.php

Find the below section in two places…

 <a href=”<?php the_permalink(); ?>” title=”<?php printf(esc_attr__(‘Permalink to %s’, ‘rpwe’), the_title_attribute(‘echo=0’)); ?>” rel=”bookmark”>

Remove the words permalink to from both sections as shown below.

 <a href=”<?php the_permalink(); ?>” title=”<?php printf(esc_attr__(‘%s’, ‘rpwe’), the_title_attribute(‘echo=0’)); ?>” rel=”bookmark”>

This will remove the offending wording and SEO irritation 🙂

View more plugin reviews and modifications on our WordPress Plugins page