Forums/Product news and updates/Release notes

Topic suggestions for tickets, custom field sync and more!

Jake Holman
posted this on January 19, 2012 13:45

Hey everyone!

This week we have a few exciting features released. First though, we have a notice for everyone:

Forums statistics feature is now available only to Plus+ and Enterprise accounts.  We had a bug which gave Starter and Regular accounts access to the forums statistics feature.  Sorry for the inconvenience.

New Stuff

  • We've added topic suggestions to ticket submission! This means that when one of your customers is putting together a ticket, we'll suggest forum topics from your forums that may help the customer with their request. This is done using "soft" topic suggestions currently, whereby we won't interrupt their ticket submission flow by adding a barrier to submission. You can turn this feature on under Settings > Channels > Web Portal
  • You can now sync custom fields using Ticket Sharing. During agreement creation, simply select that you would like to sync custom fields and then any custom field that share names and values between accounts will have those fields synced. 
  • You can now search for your words in Dynamic Content. If you have a string you know you added recently but can't remember where, just go to Manage > Dynamic Content and you'll see a search bar you can use. 
  • We've added a Target for Flowdock which allows you to send events of interest straight to Flowdock, making it easier to collaborate on tickets.

Fixed Stuff

  • IE users were experiencing an odd case where Zendesk would occasionally offer a file download rather than rendering the page. This was unintended and resolved.
  • If the Pivotal Target failed for some reason (such as an incorrect project ID) it would do so silently. We've now made this a little more verbose when failing so you can work out why it's not working a little easier.
  • CSV exports had some formatting problems, which should now be resolved.
  • Tag auto-completion for our mobile applications was not working as intended, but is now resolved.
  • Zendesk would not remember the order of views and macros, this was resolved during the week.
  • If someone sent an email into a Zendesk account which had a ticket identifier in the subject or body of the email, we try and associate that email with the ticket referenced. Unfortunately this sometimes meant that, if the Ticket ID was that of a closed ticket, we would create a new ticket and make a follow-up relationship between the two - despite the requesters not matching. We've changed this, so now we will only create follow-ups for closed tickets if the requesters match.
 

Comments

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Christopher Downs

Hey Jake,

With the sync custom fields using Ticket Sharing, can this be applied to existing agreements or does it need to have a new agreement created?

January 19, 2012 13:51
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Jake Holman
Product Manager

@Chris: Unfortunately you'll have to deactivate the old agreement and start a new one. For those using multi-brand, this will change in the future - but we also have to consider ticket sharing users who would perhaps be unhappy that the terms of their agreement was suddenly changed. 

January 19, 2012 15:42
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Christopher Downs

@Jake, Thanks for confirming that it really does bring up the whole ability to archive, delete or hide deactivated Ticket Sharing agreements too :)

January 19, 2012 15:46
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Jake Holman
Product Manager

@Chris: Happy to, we actually want to do that with agreements - but there's reason it's why it is the way it is today. Welcome to email me on jake@zendesk.com

January 19, 2012 15:56
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Christopher Downs

@jake Thanks!

January 19, 2012 15:57
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Jason Howard
livescribe

Jake, for some reason I cannot see this feature - I'm looking under the Web Portal section in Settings > Channels and there isn't anything there to turn this on.  ??

We've added topic suggestions to ticket submission! This means that when one of your customers is putting together a ticket, we'll suggest forum topics from your forums that may help the customer with their request. This is done using "soft" topic suggestions currently, whereby we won't interrupt their ticket submission flow by adding a barrier to submission. You can turn this feature on under Settings > Channels > Web Portal

January 19, 2012 16:39
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Jake Holman
Product Manager

@Jason: Sorry, we had some issues when we tested this just before deployment, and decided to back out of deploying today. 

We'll be trying again tomorrow. 

January 19, 2012 16:43
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Christopher Downs

Any luck in getting this out today Jake?

January 20, 2012 17:34
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Joy Carletti
Zendesk

@Chris, we've decided to wait until Monday to try again.  We'll take the yellow banner off the top of this post once all of this is live. Sorry for the inconvenience!

January 20, 2012 19:38
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Christopher Downs

@Joy thanks! That'll be Tuesday in NZ So i'll check back then :-)

January 20, 2012 19:41
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Evandro Ribeiro
zanthus

I´m  waiting too.

 

 

tks.

January 21, 2012 06:57
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Jake Holman
Product Manager

Hey everyone. I can now confirm that we have now deployed all the above new things and fixed stuff. Sorry for the delay.

I'm thankful we have these things in place, allowing us to notice problems before they even occur - thus saving you disruption!

January 23, 2012 16:24
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Neil Lillemark
electriccloud

Thanks Jake

  Looks like a good way to encourage customers to submit via the GUI vs. through email.

Cheers!

Neil

January 23, 2012 16:45
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Christopher Downs

Excellent! Thanks Jake

January 23, 2012 16:49
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Erwin Ocampo

Could you give a short summary of how it works from the customer perspective?

January 23, 2012 17:24
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Jeff Olliver
hasoffers

It would be great if you could work on improving your search functions. I hate to say it but it is absolutely horrible, instead of pulling relevant content searches pull key words. This is not helpful at all and leads to wasted time searching through various articles and tickets.

February 02, 2012 05:10
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Sherman Dickman
Postbox

I'm afraid the topic suggestions are too little, too late.  We now use Wufoo forms for all ticket submissions, and then just email the content to Zendesk. 

February 15, 2012 07:03
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