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Martin Cubitt

Beigetreten 15. Apr. 2021

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Letzte Aktivität 20. Feb. 2025

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Community-Kommentar Feedback - Ticketing system (Support)

For me this is a bug, as no one in their right mind would want the IDs shown, as views tend to be used by agents who won't have knowledge of which ID means which custom status. I cannot believe using ID was a design decision, quite frankly.

Kommentar anzeigen · Bearbeitet 13. Feb. 2025 · Martin Cubitt

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KommentarCustomizing reports

Thousands separator defaulting to a space for me. That seems very strange and unhelpful, since I have to customise every value that may exceed 999 units. Can you please make it a global setting that gets applied to the standard or default the thousands separator to nothing please (ie not a space)?

Kommentar anzeigen · Gepostet 06. Jan. 2025 · Martin Cubitt

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Post Feedback - Help Center (Guide)

Light Agents are able to create and edit articles in Guide, which is great. Our Product team can create product release articles.

 

However, once created the new article is added to the top of the section.  For us, we want to pin a specific article to the top and so we move the new article underneath it once created.  The trouble is, only Admins can arrange articles.

 

We do not want to give Admin access to our product team, it has too much access/permissions. Plus it would incur a cost.

 

Since Light Agents can create articles, it would be nice if they can manage their position in a section (either as Admins do or by selection where to place it when they create it). Or it would be great to pin articles so that new ones appear below the pinned.

 

Gepostet 12. Sept. 2024 · Martin Cubitt

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Community-Kommentar Feedback - Ticketing system (Support)

Please remove it, it reduces my column choice from a misely 10 to 9 columns and looks pointless when I group by status as well as view exports using a silly internal ID rather than the name.

 

Agree with the earlier posters, this offers no value and I did not see it on the release notes.

Kommentar anzeigen · Gepostet 10. Sept. 2024 · Martin Cubitt

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Community-Kommentar Feedback - Reporting and analytics (Explore)

I would like to apply a word cloud over CSAT comments to highlight repeated words like quick, responsive, great, etc - but it just pulls in the whole comment.  This means it is not a word cloud but a phrase cloud which is no help to me.

Kommentar anzeigen · Gepostet 11. Juni 2024 · Martin Cubitt

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Post Feedback - Admin Center

I want to bulk manage team members and when in the Team Member page, I click the Bulk Manage link. This opens the old Agent page which tells me:

 

This page is being replaced

Once the new Team members page has all the same features, it'll replace this one.

Go to the new Team members page

 

Which seems a little counter intuitive and if it has all the same features, then why can't I do the bulk management?

 

 

Gepostet 11. Mai 2024 · Martin Cubitt

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Community-Kommentar Feedback - Reporting and analytics (Explore)

Thanks Shawna James - I have updated it. I was not aware of the template, it would be good to have this populate in a new Community Product Feedback post by default.

Kommentar anzeigen · Gepostet 08. Mai 2024 · Martin Cubitt

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Post Feedback - Reporting and analytics (Explore)

Overview

Currently we can select the colour for an increased and a decreased result against a secondary metric, but not if the value is unchanged. I would like to see this as a new option as it will help stakeholders and customers visualise whether no change represents a positive, negative or neutral outcome.

What problem do you see this solving? (1-2 sentences) 

Without this option, I believe the default colour is the same value as selected for ‘increase’ but a rise in the metric could be a good or a bad thing, and a static value may not match that impact, so provides an incorrect interpretation.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

We recently added KPI difference indicators and used red for increase, to indicate the value is going in the wrong direction. However, where it was 0 difference it showed as red. This report is monthly and goes to the entire company, so is important it is clear and accurate in what it represents.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

We have no work around.

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

In the same way we can select the colour value for increase and decrease, please add a colour selection for no change.
 

Bearbeitet 08. Mai 2024 · Martin Cubitt

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Post Q&A - Reporting and analytics

For example, a table report showing ticket priority (1 to 4) and the number of tickets created in the last month. If last month there were no priority 1 tickets, I still want it to show, with a blank or null metric result.

This keeps the report tidy and a consistent size (4 data rows).

Gepostet 21. Apr. 2024 · Martin Cubitt

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Post Q&A - Reporting and analytics

Is it possible to include metrics from 2 time periods in one report? E.g. for ticket form, report  the number of tickets created last month and the number of tickets created in the past 12 months?

Gepostet 21. Apr. 2024 · Martin Cubitt

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