Nathan Cassella

1. Community
2. Feedback - Ticketing System (Support)
3. Ability to merge organizations

What's the status on this, this is a feature that's more important than agent workspace

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• Nathan Cassella
• Erstellt 21. Juni 2023 16:13
• 1 Stimme

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Exclude ticket tags

Here's another feature that only half works in Zendesk. This entire company relies on the community to create the workarounds for simple features that should exist from the initial release.

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• Nathan Cassella
• Erstellt 4. Mai 2023 15:36
• 0 Stimmen

1. Community
2. Feedback - Voice (Talk)
3. Digital Line & Authenticated Users

Is there an update on this? Getting the requestor to input information into the system before getting to an agent would be a godsend and save my team a whole lot of time.

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• Nathan Cassella
• Erstellt 25. April 2023 16:54
• 0 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. SLA based on internal notes

The last update was in September. This needs to be fixed. I have a triage group that assigns tickets to the general queue in a FIFO, which can be overridden by priority. My agents need to see the S...

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• Nathan Cassella
• Erstellt 21. März 2023 16:03
• 0 Stimmen

1. Guide
2. ...
3. Using the knowledge base in Help Center
4. CAPTCHA FAQs

We've been experiencing the same issue that many users have brought up over the last month. All last year when I was my team was working on cleaning up our Guide; we didn't see a captcha once, now ...

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• Nathan Cassella
• Erstellt 18. Oktober 2022 13:28
• 0 Stimmen

1. Guide
2. ...
3. How to manage the help center
4. What are the attachment limits in Help Center?

Is there any movement on increasing attachment size?   Our customers in specific segments need process documentation specific to them, and like Miguel those documents can get rather large.   It wou...

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• Nathan Cassella
• Erstellt 13. Oktober 2022 19:06
• 1 Stimme

1. Objects and rules
2. ...
3. Routing
4. Managing your omnichannel routing configuration

I'm a little confused by this. It seems you are tailoring this routing for specific tags related to specific customers, which isn't practical for many other customers. What I need to understand is ...

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• Nathan Cassella
• Bearbeitet 6. September 2022 13:52
• 3 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. Round Robin assignment

Barry Neary chat traffic and having messaging enabled are two different things. Our chosen bot (ADA) requires code to be embedded into our guide header; to avoid conflicts, all other bots need to b...

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• Nathan Cassella
• Erstellt 30. August 2022 17:42
• 1 Stimme

1. Community
2. Feedback - Ticketing System (Support)
3. Round Robin assignment

So this is a joke right? If I decide not to use your messaging platform and work with one of your preferred partner such as Ada using their chatbot I can't benefit from the omnichannel routing? S...

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• Nathan Cassella
• Erstellt 27. August 2022 13:37
• 0 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. Ability to merge organizations

This is basic functionality. There's no reason this should be pushed back.

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• Nathan Cassella
• Erstellt 24. August 2022 16:42
• 2 Stimmen