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Jim Uomini

Beigetreten 15. Apr. 2021

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Letzte Aktivität 27. Okt. 2021

Folge ich

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Community-Kommentar Feedback - Ticketing system (Support)

Working for a SaaS company myself, I appreciate the need to balance usability enhancements with upsell potential. Your UI is clean and well thought out, and you guys are a pleasure to deal with, but I am routinely disappointed by the inflexibility and lack of depth in Zendesk's core service management functionality. And sometimes when you do develop additional functionality, it ends up in add-ons like the Productivity Pack and Customer Lists & NPS Surveys. We shouldn't have to pay more for basic "productivity features" like customizing ticket forms, making field display conditional, or filtering lists of customers. I am frequently asked by colleagues and customers for enhancements that I can't deliver.

Among the things I'd like to be able to do OOTB:

  • Create lists of customers filtered on custom fields
  • Merge Organizations
  • See all records in a View, including archived
  • Allow Admin to make updates to Closed tickets for data clean up
  • Customize Status values
  • Add more fields to web widget, including custom fields
  • Allow additional fields to be added to end-user My activities ticket list
  • Allow end-users to filter on actual status values and make multiple selections
  • Allow end-users to filter on ticket types
  • Ability to Close a ticket withutnotifying end-user
  • PDF export of knowledge base articles
  • Ability to list who is following a topic/article/etc.

 

 

Kommentar anzeigen · Gepostet 06. Dez. 2017 · Jim Uomini

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Community-Kommentar Feedback - Ticketing system (Support)

+1 Need to do this now.

Kommentar anzeigen · Gepostet 13. Jan. 2016 · Jim Uomini

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