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Peter Hochstrasser

Beigetreten 15. Apr. 2021

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Letzte Aktivität 01. Okt. 2024

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Community-Kommentar Feedback - Ticketing system (Support)

Zendesk: 4 years. 

That's how long it took your product management to finally see the merit in this request.

In our (your) industry, that is eternity.

 

You get good ideas and requests from your customers daily. 

Pls. find a way to vet them all quickly.

Kommentar anzeigen · Gepostet 01. Okt. 2024 · Peter Hochstrasser

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KommentarMeasuring success

Oscar Hoffman 


Read the paragraph „You won’t see …“ carefully, you have to request the ecport to be made available - open chat, request it - it took minutes in my case. 

BR, Peter

Kommentar anzeigen · Gepostet 15. Sept. 2024 · Peter Hochstrasser

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KommentarMeasuring success

According to this article, Tools, Reports should be available in Suite Professional.

However, in my Admin Center, Tools just contains Benchmark Survey. How do I as the account owner get the reports menu?

Kommentar anzeigen · Gepostet 09. Sept. 2024 · Peter Hochstrasser

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Community-Kommentar Developer - Zendesk APIs

Mike - care to add a last name initial? There's a ton of Mike's registered, but your account is not @mentionable.

 

Seconded. I see this kind of indexing problems when we switch light agents to agents (and vice versa) for their support stints.

It can take anywhere from seconds to several minutes until a newly assigned agent is selectable in tickets, triggers and macros; there is even a most interesting difference between bulk ticket updates and single ticket updates - the bulk updates take even longer until they finally can see the newly assigned agent.

 

It all comes down to not-so-quick indexing.

Kommentar anzeigen · Gepostet 10. Juni 2024 · Peter Hochstrasser

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Community-Kommentar Feedback - Ticketing system (Support)

Hi James Hanley

Thanks for taking the time to post a general "We won't do anything" message.

I'm interested in getting to know if you use AI to generate the various "other post" links that you put into your boilerplate answers. The other post you cite here has absolutely no intersection with what we try to get you to understand here.

This is worse than just posting "We are not interested in our customers" because you seem to ridicule us.

Yours truly, Peter.

Kommentar anzeigen · Gepostet 19. März 2024 · Peter Hochstrasser

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KommentarTicket automation and collaboration

Hey @Whitney S.

Side conversations can include literally anybody - your internal experts as well as involved 3rd parties. On their part, no license is required.

Kommentar anzeigen · Gepostet 23. Feb. 2024 · Peter Hochstrasser

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KommentarTicket basics

Hi Anunay Sinha

You take away functionality, and offer some bad replacement.
Then you let us steam for some time so we can see the replacement is really as bad as it first seemed.
Finally, you add the functionality back for an additional fee.

Nice practice. 

Which functionality will be next?

I assume that this is all related to Customer Care...

Kommentar anzeigen · Gepostet 16. Feb. 2024 · Peter Hochstrasser

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KommentarTicket basics

Hey Zendesk

This new redaction "tool" has to be a very bad joke... It basically makes the user execute manually, step by step, what the old redaction app did automatically.

I just found that I have forgotten to remove an e-mail address from a log snippet.
The address is visible multiple times.

In the old app, I'd type in the address, and it would search and redact everything, so it's GONE EVERYWHERE in the ticket after I click redact.

Now, I have to select manually each and every occurrence of the problematic text.
I think that I'm not the only admin who has better things to do than play search and replace using bad tools.

Kommentar anzeigen · Gepostet 08. Feb. 2024 · Peter Hochstrasser

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KommentarTicket customization

Zendesk:

Please include some sort of Markup capabilities into the End User Instructions Text.
As it is, it is not even acting upon line ends, so I have absolutely no way to structure my instructions.

This here would be much simpler to understand (and harder to pass over)

If this ticket concerns the Axon Ivy Platform, including Designer, Engine, Portal and Market artefacts, choose Form Axon Ivy Platform.

Only if your company has an Application Support Contract with us should you choose SLA Tickets.

than this here:

If this ticket concerns the Axon Ivy Platform, including Designer, Engine, Portal and Market artefacts, choose Axon Ivy Platform. ONLY if your company has an Application Support Contract with us should you choose  SLA Tickets.

 

Thanks for your consideration.

Kommentar anzeigen · Bearbeitet 30. Jan. 2024 · Peter Hochstrasser

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KommentarExtending Zendesk

Hi Simon Pledger

The problem here is that the Zendesk infrastructure is public, and, to my knowledge, you as a user of a Zendesk subdomain do not have a way to add your own certificates (or trust chains). Therefore, you are required to have a "real" certificate that Zendesk can authenticate against a standard set of CA certificates and intermediate certificates.

A cheap (free) and safe way to get such a certificate is to use Let's Encrypt on your end, so on your local web service. Since Zendesk uses this scheme itself, it is very likely that this will work ;-).

Yours truly
Peter

 

Kommentar anzeigen · Gepostet 19. Jan. 2024 · Peter Hochstrasser

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