What is the problem?
If you have a group of people managing Guide, and a formal acceptance path, you have to manually register their activity outside of Zendesk. But still you would not have full picture.
Why is it a problem?
No objective source of data. No solid and quickly available logs available. To review who did what, you need to contact Zendesk Support and that team need to escalate to upper tiers engineers to check it for you. Not having that data is a problem for regulated financial sector.
How do you solve the problem today?
Ask support team - wait until they escalate. Have a conversation with an upper tier engineers and have an answer. Then repeat if you have a follow up question.
How would you ideally solve the problem?
Have all Guide managers activity available in Audit Log in a format similar to any other record in that log: who, did what and what time and date
How big is the problem (business impact, frequency of impact, who is impacted)
1. Zendesk customers are impacted as we wait until an engineer would find this info for us.
2. End-users are impacted, as to manage Giude we create work arounds and we do not update our Guide as fast as we could
3. Zendesk support Agents are impacted as they need to spend a lot of time searching for an information and then file an escalation
4. Zendesk engineers are impacted as they need to search for a simple questions answers in Guide Log
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