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Jon Thorne

Beigetreten 16. Apr. 2021

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Letzte Aktivität 12. Feb. 2025

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Community-Kommentar Feedback - Ticketing system (Support)

Hi Benjamin Kirsch thanks for releasing this feature. Can I check, does it also work for Side Conversations? That's where we have the biggest pain point on this, with no alerts when an email fails. Thanks

Kommentar anzeigen · Gepostet 11. Feb. 2025 · Jon Thorne

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Community-Kommentar Feedback - Reporting and analytics (Explore)

Hi Eugene Orman, thanks for your reply.

I haven’t heard from you directly, but even if executions for 37 months+ are only 2% of all reporting, that again isn’t hugely surprising given the tendency towards recency in most daily reporting requirements. However, it’s still in my view a highly misleading stat to use, as that 2% - even though not frequently used - have outsized importance when they are for historical reporting. I just don’t think it’s a good metric to try to justify this change. 

I can’t help coming back to my earlier thought on this: ‘really this seems to be because Zendesk haven’t got the processing power - which in this day and age just shouldn't be an issue. It seems to me that it’s a ‘Zendesk problem’ that Zendesk are making a ‘Customer problem’…’

Looking at the Announcement pages, the article announcing this change has more than twice as many downvotes as any other article in announcements in the past 6 months (which is as far back as I checked). 

Customers clearly aren't happy about this at all. Surely there has to be a solution, or this decision has to be reconsidered? Zendesk can’t simply cut off everything more than 3 years old - it's not what anyone other than Zendesk has agreed, and fundamentally changes the utility of Explore / Insights. 

Kommentar anzeigen · Bearbeitet 24. Jan. 2025 · Jon Thorne

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Community-Kommentar Feedback - Admin Center

Ben L , have I missed an update on this - has the decision been reversed? Has this been communicated somewhere? Thanks

Kommentar anzeigen · Gepostet 21. Jan. 2025 · Jon Thorne

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Community-Kommentar Feedback - Reporting and analytics (Explore)

Hi Eugene, thanks for the response, although with respect I think the logic here is somewhat misplaced, particularly around this part: 

‘Our analysis shows that most users focus on recent data, with only 2% of reports being filtered by the time ranges longer than 37 months. This supports our decision to introduce data retention for maintaining a high-quality reporting experience.’

I don't think that measurement shows the full story. We barely have any saved reports that go back longer than 37 months as a saved default; most are 12 or 24 months (so our account is probably even below 2%). However, that doesn't mean that we don't frequently use those template reports to change the duration and pull important historical data by adjusting the date filters, without saving. We need that long-term data, and we need to be able to manipulate it in Explore to give key historical insights and trends. 

Even using the 2% figure at face value, 2% is not nothing. It also makes sense to me that most reports are shorter-term than that to focus on current metrics. But it doesn't mean that the longer term reports aren't extremely useful, even though there's fewer of them. I don't think it's a good way to justify the change, I'm sure others would agree, and I hope that feedback can be shared. 

Please can consideration be given to an opt-out for this for customers who need a longer historical period, even if the default for the majority is to cut-off at 37 months? We don't mind a trade-off on slower speed, but it's business critical for us to be able to pull ad-hoc historical insights for longer periods. 

Kommentar anzeigen · Bearbeitet 16. Jan. 2025 · Jon Thorne

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Community-Kommentar Feedback - Admin Center

Big +1 on this from us as well…is there any update? 

Kommentar anzeigen · Gepostet 13. Jan. 2025 · Jon Thorne

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KommentarWorkflow best practices and recipes

How can this core functionality be hidden behind an ‘AI add-on’, when it was there previously and has nothing to do with AI?! Crazy and infuriating 

Kommentar anzeigen · Gepostet 13. Jan. 2025 · Jon Thorne

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Community-Kommentar Feedback - Reporting and analytics (Explore)

I completely agree. 

It seems very odd to ‘sell’ this as an enhancement. Although we might see some small performance or load time improvements, really this seems to be because Zendesk haven’t got the processing power - which in this day and age just shouldn't be an issue. It seems to me that it’s a ‘Zendesk problem’ that Zendesk are making a ‘Customer problem’…

When we moved from Insights to Explore, we were expected to do huge amounts of work to rebuild all our reports and dashboards in the new system. Now we're going through another enforced migration with the new dashboard builder. These have taken huge amounts of time and resource for us as the customer.

Now, with this change, we're effectively being told that we can't go further back than 3 years with reporting on our own data (which we have to do with relative frequency in our business). Sure, we can download the data - but that's then a static download and we can't then sync it and manipulate it historically…which is surely the primary purpose of Explore in the first place.

 

Hugely disappointed in this and very much hoping that the decision will be reversed or that there's some kind of opt out on a per customer basis.  I'd much rather have reports take a bit longer to load than to lose the capability to report retrospectively further back than three years. 

 

Kommentar anzeigen · Gepostet 09. Jan. 2025 · Jon Thorne

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Community-Kommentar Feedback - Reporting and analytics (Explore)

We have the same issue with the PDF distortion, and can't use it for its intended purpose if that isn't fixed. Also huge +1 for Holly's feedback about the ability to schedule indefinitely - this is critical for us as well. Thanks

Kommentar anzeigen · Gepostet 12. Dez. 2024 · Jon Thorne

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Community-Kommentar Feedback - Apps and integrations (Platform)

We really need this feature too - we're really stuck whereby only one of our two Zendesk subdomains can integrate with Jira. Hopefully wouldn't be too complex to allow multiple subdomains to integrate, given the main integration/app is already built? 

Kommentar anzeigen · Gepostet 02. Sept. 2024 · Jon Thorne

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KommentarMetrics, attributes, and filters

Hi Eugene Orman this is a really big problem for us, too. Zendesk doesn't have a metric that does what we needed it to when Explore was launched, so we were told to create a custom one, but now that's being deprecated and won't work. Before deprecating, surely there needs to be a proposed solution? It seems we're not alone in this…

Kommentar anzeigen · Gepostet 14. Mai 2024 · Jon Thorne

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