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Jani Oksanen  (Genelec)'s Avatar

Jani Oksanen (Genelec)

Beigetreten 16. Apr. 2021

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Letzte Aktivität 02. Dez. 2024

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KommentarTicket management

I wish there would be more solutions to fight the spam, but Zendesk support could not sort these issues for us, these are quite annoying.

Kommentar anzeigen · Bearbeitet 02. Dez. 2024 · Jani Oksanen (Genelec)

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KommentarSecurity and user access in Zendesk Support

We are also receiving this kind of spam as Ramses mentioned. We hope Zendesk could find solution. I have tried so many time with support, but I'm getting frustrated. 

 


And not only that kind, but one e-mail is also getting spam like below:

 


I would hope that Zendesk would reach out to their 3rd party provider for the spam filtering, and improve on this. 

Kommentar anzeigen · Gepostet 11. Nov. 2024 · Jani Oksanen (Genelec)

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KommentarTicket customization

I'm giving my vote also to make custom statuses for different groups. I can't use the custom status now as it would be shown for all agents which I do not prefer.

Kommentar anzeigen · Gepostet 26. Apr. 2023 · Jani Oksanen (Genelec)

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Community-Kommentar Feedback - Ticketing system (Support)

+100000000000

We need to cancel some licenses if we don't get this sorted or any workaround for this.

Kommentar anzeigen · Bearbeitet 11. Jan. 2023 · Jani Oksanen (Genelec)

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KommentarCustomer management and profiles

Wow, I have to comment to see one message here, strange. I deleted my message and it disappearead. So I'm posting again lol.

Kommentar anzeigen · Gepostet 01. Nov. 2022 · Jani Oksanen (Genelec)

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Community-Kommentar Feedback - Ticketing system (Support)

Hello,

Thank you for the reply. I found this thread on "Ticketing System":
Therefore, I'm talking of the ticketing system, and not Help Center. If customer send us PDF in ticket, we would like to view it on browser instead of downloading it. 

What I have found after my earlier message and probably will help others too who struggle with same:

1. Zendesk seems to force to download, so even if you have set i.e. Chrome setting to open PDF in browser instead of download, Zendesk will force it to download. So Chrome settings will not help.

2. I found out there is Chrome extension, that can be used, and it will allow to view the PDF in browser instead of downloading it, even if the source forces it to be downloaded. Name of Chrome extension I'm using and seems to work is "No PDF Download".

Kommentar anzeigen · Gepostet 05. Okt. 2022 · Jani Oksanen (Genelec)

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Community-Kommentar Feedback - Ticketing system (Support)

Katarzyna Karpinska How exactly can we view PDF without downloading? This should be normal feature of Zendesk IMO. I noticed in marketplace there is "PDF Viewer Pro" but it would cost, and has bad ratings.

Kommentar anzeigen · Gepostet 05. Okt. 2022 · Jani Oksanen (Genelec)

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Post Feedback - Ticketing system (Support)

Hello,

I appreciate this feature, but now it does not show the recipient or people in Cc on ticket. Is it possible to have that visible again? I would have to go to "Events" to see who the e-mail was sent to or who were in Cc.

Now it looks like:

Before it looked like:

Gepostet 08. Dez. 2021 · Jani Oksanen (Genelec)

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Community-Kommentar Q&A - Reporting and analytics

Thank you soooo much for having the time to help, this was so helpful! :) 100% what I was looking for!

Kommentar anzeigen · Gepostet 10. Aug. 2021 · Jani Oksanen (Genelec)

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Post Q&A - Reporting and analytics

Hello,

We have been collecting NPS data from external webpage, and we get a ticket to our system every time someone give NPS rating.

These tickets are marked with tags: nps_0, nps_1 etc.. there is also "Drop-Down" Ticket field named "NPS" made.

 

I have been struggling to make a NPS metric with explore, so we would get NPS result in monthly basis. What I managed to do is the picture below, but moving forward I would require some help.

 

 

So what I think would be required is to:
- count tags nps_0 to nps_6 (detractors) per month
- count tags nps_7 to nps_8 (passives) per month
- count tags nps_9 to nps_10 (promoters) per month

then it would be needed to do the math to count NPS:
- detractors / all results =
- promoters / all results =

Once this would be calculated, last math to do would be to have promoters - detractors to have NPS score.

I would be very grateful if someone could share ideas for this, and if there is any helpful articles I'm willing to read. I tried to search but could not find solution myself. 

Gepostet 10. Aug. 2021 · Jani Oksanen (Genelec)

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