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Pat

Beigetreten 15. Apr. 2021

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Letzte Aktivität 07. März 2023

Working as the Team Leader Business Systems within the Global IT team of SMC. Implementing and harmonizing our countless Zendesk systems.

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Community-Kommentar Feedback - Ticketing system (Support)

You speak from my heart, the disadvantages you listed made us switch back to the old agent interface. 

Kommentar anzeigen · Gepostet 07. März 2023 · Pat

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Post Feedback - Ticketing system (Support)

We were looking for the possibility to make the field "due date" mandatory. As soon as you select the ticket type task, the field due date appears, however there is no option to request the agent to fill it in. I tried to accomplish this with conditional fields and/or triggers including tags, but did not succeed so far.

Feedback from Zendesk was to use a custom date ticket field and call it "Due date". Make sure to enable "required to solve a ticket" if you would like to make it mandatory.

We would like to build SLAs and Automation based on the due date while still processing the ticket, not when it is Solved. The workaround suggested by Zendesk does not work for us.

Gepostet 07. März 2023 · Pat

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Post Feedback - Ticketing system (Support)

We are facing an issue with several customers, which are using ticketing systems. These ticketing systems are used, similarly to Zendesk, to create tickets upon arrival of our email (public reply out of Zendesk). Once the customer responds, each reply is arriving with a random new email address/end-user creating a new ticket. We have not found a proper way to automatically handle these requesters, especially when trying to build a suitable trigger.

One of the issues is that Zendesk does not offer the possibility to build triggers based on the from: email address nor the reply-to: address (or parts of it, e.g. the domain). We can also not simply add the domain to an organization, because we have several organizations sharing the same domain.

 We would want to assign the tickets to either a group or agent, change the status and set a ticket category (all actions available in triggers). Also we would want to automatically assign the new requester to the proper organization (however as mentioned above not by adding the domain to one organization). Ideally, we would want to merge these end-users into one.

However, as mentioned above, there are no suitable conditions available, neither for a trigger, not for dealing with the end-users.

What are Zendesk’s plans to address the topic of communication with other ticketing systems? We believe we cannot be the only customer facing this issue?

Gepostet 06. März 2023 · Pat

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Community-Kommentar Feedback - Ticketing system (Support)

This is a key feature for us!

Kommentar anzeigen · Gepostet 06. März 2023 · Pat

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Community-Kommentar Feedback - Ticketing system (Support)

yes, really annoying and causing a lot of extra work to check again and again, even though the end-user has been suspended previously.

Kommentar anzeigen · Gepostet 06. März 2023 · Pat

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Post Feedback - Ticketing system (Support)

The system recognizes tickets to be Spam and displays them with the cause of suspension "Detected as spam", which is fine. Very much of what the system filters out is actually spam. So, in general, we are fine with the function.

When a ticket from a new sender with this cause of suspension arrives the first time we recover it and mark it as Spam. We have to do it this way for 2 reasons:

  • because there is a limited amount of space in the block list. We try to only add domains, but no full email addresses, to our block list.
  • Spamers use free email addresses like gmail. Some of our SME customers use them as well. Therefore we cannot add gmail (or any other free email domain) to our block list.

This brings me to the issue: the next time the now blocked sender is sending an email, the system recognizes it again with the cause of suspension "Detected as spam”. Naturally, because usually the nature of the ticket remains the same unwanted spam.

There is also the cause of suspension “Email is from a blocklisted sender or domain”, however the system stops processing at "Detected as spam”. The system reliably detects that it is spam, as described above. However, when checking the Suspended Ticket view, we have no indication, whether we have already blocked the sender. Therefore, we have to check each suspended ticket with "Detected as spam” individually each time. wich is of course very time consuming. 

Bearbeitet 06. März 2023 · Pat

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KommentarManaging your email

Dear Zendesk team,

When the reason for suspension is "Detected as spam" there are actually two causes, either the email is flagged as spam by Zendesk's email detection filters or it was sent from an already suspended user. 

Your recommendation is to check if the sender is suspended. We have 700+ suspended end-users and growing daily. If we would be able to recognize the emails arriving from the already suspended end-users, it would avoid a lot of double-checking. Therefore, wouldn't it be possible to add a reason "Sent by suspended user". This way we would be able to distinguish the two types directly in the Suspended Ticket View. 

Thanks, Patrizia

 

 

Kommentar anzeigen · Gepostet 16. Feb. 2023 · Pat

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Post Feedback - Admin Center

We are an enterprise customer and managing 25+ different Zendesk instances. In the Support UI we have the possibility to set our many systems apart, e.g. with the sidebar in different color. In the new Admin Center, that unfortunately opens in a different browser tab, all our instances look alike. The only way to tell which admin center you are working on, is the URL. 

Previously having the admin pages integrated into the UI, it was more convenient. Would you please do something to make our lives easier telling apart the admin centers. E.g. simply take over the side bar color of the UI. 

Thanks, Patrizia

Gepostet 04. Aug. 2022 · Pat

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Community-Kommentar Feedback - Ticketing system (Support)

yes, that would be a helpful feature.

Adding a use case: we are categorizing all our tickets. Now, when a customer is replying to a solved ticket, with a new question, unrelated to the previous inquiry, it would be very helpful to split/clone the ticket to keep the two topics in separate tickets.

Kommentar anzeigen · Gepostet 20. Juni 2022 · Pat

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Post Feedback - Ticketing system (Support)

We do require is the system to recognize light agents similar to full agents when they forward an email into Zendesk. 

We will be having a huge amount, thousands of light agents in our future full deployment. These light agents are our Outside Sales people. They are forwarding emails received by customers to the Inside Sales Support teams, who are our Zendesk full agents.

We would require the following behavior:

  • Recognize an agent is forwarding an email (regardless if full or light)
  • Enter the forwarding message as internal note
  • Search for the email delimiter and open the ticket on behalf of the original sender.
  • Insert the forwarded message of the original sender as a public reply.

In the settings for this feature in Admin Center there is no hint, this feature is limited to full agents.

Please make this happen. It is so much manual work to change the ticket requester of emails forwarded by our light agents. Additionally, even if we do so,  the customer's original message remains an internal note.

Gepostet 17. Juni 2022 · Pat

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