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Dan Ross

Beigetreten 15. Apr. 2021

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Letzte Aktivität 19. Sept. 2022

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Community-Kommentar Q&A - Workforce management

Hey there! Many ways you can do this, though I am a big fan of dedicated Support Operations teams. IMO the most impactful method you can do this is have administration only be provided to people in that role, if every support manager gets admin, you get too many cooks in the kitchen and it's harder to build a cohesive Zendesk. 

Depending on your team size, you might only need 1 admin. I managed ~150 agent instance solo, but as we grew past that, so did the team!

Kommentar anzeigen · Gepostet 19. Sept. 2022 · Dan Ross

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Community-Kommentar Feedback - Chat and Messaging (Chat)

this would be helpful and a better experience for customers. a lot of frustration with automated deflection comes from the fact if the user does something wrong or unintentional that they get stuck down a path and can't get help, so they either leave and change channel to something like phone (no! bad!) or change from engaging with the automated tool to requesting a human, which defeats the purpose of tool to begin with and increases customer effort to get help.

Kommentar anzeigen · Gepostet 08. Sept. 2022 · Dan Ross

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KommentarViewing and using dashboards

Adding to the chorus on this one. Heather Rommel's feedback on the definition of 'working on' a ticket is what we align with as well.

If the goal of the live dashboards is to see what's happening live then just counting the assigned Open tickets is not meeting that goal. That's static data and could be shown on conventional boards.

For a real time dashboard, I would expect to see what is actively and dynamically being worked on by agents. 

Kommentar anzeigen · Gepostet 22. Juli 2022 · Dan Ross

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Community-Kommentar Feedback - Reporting and analytics (Explore)

Also eager to hear any news on this feature, it's been requested for some time and will make a huge impact for our teams

Kommentar anzeigen · Gepostet 12. Juli 2022 · Dan Ross

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KommentarMultiple language support

Hey Hannah,

In Zendesk Explore, try using the Attribute for 'User Locale' in conjunction with a metric for counting the number of Tickets. That should break down the languages for you by the # tickets created attached to that requester's language. 

If you have requesters who submit in multiple languages, I would suggest creating a trigger for each support language that sets a value in a custom drop down field for Ticket Language. This way you get an accurate count going forward of the ticket language, even if the requester's locale settings change.

Kommentar anzeigen · Gepostet 07. Juni 2022 · Dan Ross

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Community-Kommentar Feedback - Help Center (Guide)

Thanks Ryan McGrew that's awesome to hear! Will this allow redirect to any URLs or just to  Zendesk ones in the same instance? Our use case is that we wish to merge different instances of Zendesk and one of the blockers is that the help centres need to be migrated and redirected.

Thanks!

Kommentar anzeigen · Gepostet 07. Juni 2022 · Dan Ross

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KommentarEnd users and organizations

Hey Erik,

try doing a search in Zendesk using your API field name for the org field, using 'none' as the search term. 

Ex: if your field API name is 'region' then your search would be 
region:none


Does that find what you need?

Kommentar anzeigen · Bearbeitet 04. Mai 2022 · Dan Ross

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Community-Kommentar Q&A - Tickets and email

Hey CJ,

 

I hear you, I just had an admin get bit by this recently. 

Here's how we're doing things:

  • We make a personal view for tickets assigned to the group/agent that's gonna be changed
  • Add the new group to the agent's profile and set it as default
  • Bulk update the tickets in the view from old agent/group to new agent/group
  • Remove old group from profile

We use a tool called Lovely Views for our view management and it really helps with this problem too. It lets you select all ticket pages pages and run bulk updates in the background. I can do 1000 tickets in one shot that way easier than the max 100 at a time in the native UI with page flips every 30 tickets. 

Kommentar anzeigen · Gepostet 04. Mai 2022 · Dan Ross

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Community-Kommentar Feedback - Reporting and analytics (Explore)

We found this post because we just ran into this issue after a company wide rebrand. 

Our form IDs didn't change, just the names and it's causing havoc with reports. Please, have these relations stored by the form ID and not the name.

Kommentar anzeigen · Gepostet 02. Mai 2022 · Dan Ross

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KommentarTicket management

Hey Jasmine Winzeler - you might be able to do something with Zendesk's webhooks feature for this.

When a ticket is created and these secondary user fields are filled, you could have a trigger send a message to a webhook that passes in the field information. You can have that webhook create a user in Zendesk if they don't exist, and if your product supports receiving webhook events of some kind, potentially do the same.

There's probably be some edge cases you'd need to iron out, like what if an email already exists, does it overwrite names, org memberships etc. 

Kommentar anzeigen · Gepostet 25. Apr. 2022 · Dan Ross

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