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Chris Hobbs

Beigetreten 16. Apr. 2021

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Letzte Aktivität 24. Feb. 2025

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KommentarTicket automation and collaboration

You can only see Status (Published or Draft) and Last Edit date

 

This is no history in the procedure view to show who created or last edited a Procedure.

How can you find this information?

Kommentar anzeigen · Gepostet 16. Jan. 2025 · Chris Hobbs

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Community-Kommentar Feedback - Ticketing system (Support)

Alyssa Hubbell - just clarify your  last statement, “we targeting a Q1 release”  you are talking about Q1 2025, correct?

Is there any kind of EAP available to enroll for this?

Kommentar anzeigen · Gepostet 13. Nov. 2024 · Chris Hobbs

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KommentarTicket automation and collaboration

When using the Intelligence Side Panel functionality the Summary is not fully visible.

How do I expand the text so that I can see the summary.
The scroll bars are not allowing me to scroll further down.

 

Kommentar anzeigen · Gepostet 16. Okt. 2024 · Chris Hobbs

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Post Feedback - Reporting and analytics (Explore)

Total Sum count is the same, even when I sort results for Top 20 or All Results.

I created a Report and wanted to sort only the Top 20 and I included Sum for Grand Totals Columns and Rows and Subtotals on Row.

However, the totals of those calculations do not change (if I sort for Top 20 or remove the Top 20 sort), which does not make sense at all. Therefore, I can not accurately trust the results of the Top 20 sort with the totals (as they do not add up, leaving me in a situation to explain why!)

I opened a ticket with Zendesk Support and received the following:

  • The behaviour experienced is working as expected.
  • Top/Bottom sorting will hide results in the reports if those don't match your requirements, however the results are still there in the report.
  • The Sum will take into accounts all the results, hidden or not, to show the total.
  • I understand the confusion and it is a valid point that you make
  • If you want to can share your feedback as well as your use case here by creating a new Feedback post on our forums.

Gepostet 28. März 2023 · Chris Hobbs

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Community-Kommentar Feedback - Reporting and analytics (Explore)

Any news on the release of this capability?

I am looking for a similar solution to capture Deflection Rate for Tickets based on the Views of our Help Center content (where we want to exclude our Signed-in Agent views as well) from the total calculation.

Kommentar anzeigen · Gepostet 14. März 2023 · Chris Hobbs

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KommentarService Level Agreements (SLA), macros, and CSAT

This is quite a Common Issue that I have seen about the way the current CSAT rating is implemented. 

It is very easy for Customers to accidently or unknowingly even take on a CSAT Survey response and provide a Bad Rating with a Touch Screens (i.e. Mobile Phone or Tablets).

In those few times that I have followed up with Customers due to a Bad CSAT rating was due to the fact they did not even realize they had submitted any feedback at all (probably checking email or swiping their screen), then of course have resubmitted to Good Rating.

I agree it should be easy, but not so easy that customers hit the wrong button by accident.

Kommentar anzeigen · Gepostet 09. Feb. 2022 · Chris Hobbs

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KommentarMeasuring success

Rebecca Che - yes that is possible and easy to do with a Trigger.
We have implemented that and it is quite useful.

Although the Bad CSAT's we have received are normally due to the Feedback email being quite sensitive (so if a user is checking it on the mobile phone) they may accidently select Bad and not even realize it.

Go to your Trigger View in Admin Console.
Define Meets Any of these Conditions

Satisfaction "is" Bad
Satisfaction "is" Bad with Comments.

Then just add the action to e-mail the Team Lead and there you can define the  email subject and body.

Kommentar anzeigen · Gepostet 26. Nov. 2021 · Chris Hobbs

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Community-Kommentar Feedback - Ticketing system (Support)

This has been quite a frustrating limitation already dragging along for 4+ years, like with many other limitations in Zendesk, even when paying for an Enterprise Plan.

It would be really great to know if Zendesk customers will have to wait another 2-4 years just to get flexibility with Views that should be available out of the box.

Hope Product Management can actually influence the timeline and get something out soon!

Kommentar anzeigen · Gepostet 15. Okt. 2021 · Chris Hobbs

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Community-Kommentar Q&A - Reporting and analytics

I experience the same issue as Rodger mentioned above,
Drillthrough on the Bar (Horizontal) graph does not work, but switching to Column Works.
That seems to be a Bug!

I double check as well that I have "Allow drillthrough" under Chart Configuration > Interaction Menus.

Kommentar anzeigen · Gepostet 10. Juni 2021 · Chris Hobbs

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Community-Kommentar Feedback - Ticketing system (Support)

Yes, I completely agree with everyone's comments here. This should be Out of the Box, and it is still 7  years for this Feature Request to be implemented.  What has to be done to get this a prioritized and fixed?

Kommentar anzeigen · Gepostet 20. Jan. 2020 · Chris Hobbs

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