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Josef Prandstetter

Beigetreten 28. Mai 2021

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Letzte Aktivität 15. Jan. 2025

Zendesk Luminary

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Post Feedback - Ticketing system (Support)

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue: 
We are a global software company in the B2B sector, and we deal with complex and sometimes long-running tickets. 
Within the lifecycle of a ticket, it is the case with a certain number of tickets that customers or business partners want/need to officially escalate tickets to support or customer care management or top management. 

This should ideally be implemented in a simple way with good usability within Zendesk standard functionality. 
 

What problem do you see this solving?

It should be possible to escalate tickets within the HelpCenter in the ticket view simply by clicking on a button:

This should then be traceable and documented for both sides, i.e. end users and employees. 

 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business?

Escalations happen at least several times a week and are currently handled manually (= via email) outside the normal support channel and platform. 

This separation means that there is no simple overview. 

Key Account, Sales, Partner Manager and Success Manager have a hard time preparing for customer meetings in their daily work because they have to merge information from different places/sources. 

 

Are you currently using a workaround to solve this problem?

Our workaround is currently a separate manual process to manage the escalations, which is time-consuming and not straightforward. 

 

What would be your ideal solution to this problem? How would it work or function?

Our B2B customers and partners highly demand an easy-to-use functionality. 

They like how the functionality is implemented in a well-known competitor of Zendesk: 

Optional: After a click on the escalate button, an additional form opens to provide further information:

 

There is business logic in the background so that the corresponding further steps are documented and can be traced by the support / customer service management team.

Furthermore, our sales staff, account managers, partner managers, etc. who are Zendesk Light Agents should be able to get an overview of all escalations with a simple search or ticket view on escalated ticket per organization before a customer appointment.

 

A simple solution without an additional form would be to add a configurable tag such as “customer_escalated_bug” to the ticket after clicking on the Escalate button. Views and triggers could then be set up with Zendesk basic functionality.

Bearbeitet 15. Jan. 2025 · Josef Prandstetter

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Community-Kommentar Feedback - Ticketing system (Support)

Kommentar anzeigen · Gepostet 13. Jan. 2025 · Josef Prandstetter

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Community-Kommentar Q&A - Objects, workspaces, and rules

Our B2B customers and partners highly demand such a functionality as well.

They like how the functionality is implemented in a well-known competitor of Zendesk:

An “Escalate”- button per ticket in their ticket overview:
 

After a click on the escalate button, an additional form opens to provide further information:
 

There is business logic in the background so that the corresponding further steps are documented and can be traced by the support / customer service management team.

A simple solution without an additional form would be to add a configurable tag such as “customer_escalated_bug” to the ticket after clicking on the Escalate button. Views and triggers could then be set up with Zendesk basic functionality.

 

 

Kommentar anzeigen · Bearbeitet 13. Jan. 2025 · Josef Prandstetter

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Post Feedback - Help Center (Guide)

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue:

We are a global software company in the B2B sector that works with sensitive customer data. 

Both our legal department and our external company, which takes care of all data protection issues (GDPR, ISO 27001, SOC2 ,...), urgently advise us to revise our forms for submitting tickets via Zendesk HelpCenter / Guide. 

For each ticket, we must obtain consent that the person submitting the ticket is authorized to provide us with the data and that the person submitting the ticket has read our terms and conditions. 

 

What problem do you see this solving? 

To ensure that we can continue to use Zendesk forms to submit tickets, we needed the option to add a checkbox for approval as soon as an end user provides attachments to a ticket. 

 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business?

For the majority of our requests, i.e. around 2000/month, our customers and partners provide attachments. 

According to our legal department, we are obliged 

  • obtain permission for us to process the data in accordance with our policy and 
  • ensure that the customer has agreed to our data policy 
  • ensure that the customer is aware of how long we retain their data in accordance with our Data Policy and when it will be deleted 

Are you currently using a workaround to solve this problem?

We currently have no workaround. Unfortunately, all known alternatives are ruled out for usability reasons. 

 

What would be your ideal solution to this problem? How would it work or function?

The solution of a well-known competitor of Zendesk offers the following option: 

The starting point is a ticket field to provide attachments.

 

As soon as an attachment is provided, a condition takes effect and a ticket field of type checkbox appears to clarify the legal aspect. 

 

 

 

 

Gepostet 19. Dez. 2024 · Josef Prandstetter

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KommentarEnd-user guide for Help Center

Shahrooz Kamali Thx a lot for the link - this is really worth reading.
Another article might be this one.

Kommentar anzeigen · Gepostet 12. Juli 2024 · Josef Prandstetter

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KommentarEnd-user guide for Help Center

Tetiana Gron 

What is the recommended way if - as already mentioned in a comment above - the function works on one of our Zendesk brands but not on another? Where can we go for support?

Kommentar anzeigen · Gepostet 08. Mai 2024 · Josef Prandstetter

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KommentarEnd-user guide for Help Center

Is there a guide (BestPractices / HowTo) on how to structure and write HelpCenter articles and the content connected via Zendesk Federated Search so that they deliver the best possible results for end users using Zendesk generative search?

Kommentar anzeigen · Gepostet 07. Mai 2024 · Josef Prandstetter

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KommentarEnd-user guide for Help Center

Tetiana Gron 
Regarding my comment above: Is there currently a limitation when using Federated Search?

If not, what is the further procedure so that someone can analyze why it works for us in one HelpCenter without Federated Search, but in the other HelpCenter with Federated Search the Quick Answer never delivers a result?

Kommentar anzeigen · Gepostet 24. Apr. 2024 · Josef Prandstetter

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KommentarEnd-user guide for Help Center

Should this function work immediately after activation or does it require a lead time?
I have activated the function and unfortunately - at least so far - never get a result.

Kommentar anzeigen · Gepostet 23. Apr. 2024 · Josef Prandstetter

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KommentarTicket automation and collaboration

Should this function work immediately after activation, or does it require a lead time?
I have activated the function and unfortunately - at least so far - never get a result.

Kommentar anzeigen · Gepostet 23. Apr. 2024 · Josef Prandstetter

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