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Stephen

Beigetreten 16. Okt. 2021

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Letzte Aktivität 25. Okt. 2024

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PostZendesk EAP - Side Conversations Child Tickets - Enhancements

As the title says. Our organization was approved for the EAP but I (an admin) am unable to see the newly available settings related to side conversation child tickets. Specifically, I was looking for the settings to enable access to tags, followers, ticket form and requester within the child ticket.

Gepostet 08. Okt. 2024 · Stephen

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Community-Kommentar Feedback - Ticketing system (Support)

+1

Kommentar anzeigen · Gepostet 25. Sept. 2024 · Stephen

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Community-Kommentar Feedback - Help Center (Guide)

My org has also encountered the issue of article settings not being accessible to users who previously had access. This has created a significant disruption as many of our internal processes were built around the concept of users being capable of modifying article settings without necessarily having the ability to publish an article.

Ideally, we would like to have user permissions separated more granularly to allow us to define who should be able to do precisely what in relation to an article.

Kommentar anzeigen · Gepostet 17. Sept. 2024 · Stephen

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Post Feedback - Reporting and analytics (Explore)

The “Ticket Channel Name” value is very important for messaging and also when using Zendesk Bots. Without this additional context all messaging tickets are lumped together and difficult to distinguish without associating other attributes.

Gepostet 19. Juli 2024 · Stephen

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Community-Kommentar Feedback - Ticketing system (Support)

Late 2023 and this is still relevant. Would love to see this feature added.

Kommentar anzeigen · Gepostet 24. Okt. 2023 · Stephen

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Post Feedback - Ticketing system (Support)

As the title says. We have a number of automations which are triggered by time-based events and send reminders to staff and/or requesters. When these automations are triggered, the resulting event in the ticket is counted as an "assignee update". "Assignee Update" is a value that can be sorted and filtered in ticketing views, and is present in Explore reporting.

This creates a misleading representation of agent activity in tickets. This makes it difficult for our support team to identify tickets which require attention based on the last activity, and it also results in reporting which shows activity on tickets credited to agents who are not actually doing anything.

Zendesk should separate updates that are performed by system functions, agents, and requesters.

Gepostet 12. Okt. 2023 · Stephen

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Community-Kommentar Feedback - Reporting and analytics (Explore)

Hello Cécile, 

The ability to change the color of the metric does exist.

However, when doing so, the trend line blends with the metric, as they are the same color. I am asking for the ability to control their colors independently.

This would avoid the trend line and the metric being represented from being blended together and difficult to interpret.

Kommentar anzeigen · Gepostet 17. Feb. 2023 · Stephen

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Post Feedback - Reporting and analytics (Explore)

Being able to change the color of trend lines in charts would allow for increased contrast and improved visibility of the trend line. 

The current color matches the color of the chart and as a result, blends in with the chart and is difficult to see.

Gepostet 03. Feb. 2023 · Stephen

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Post Feedback - Help Center (Guide)

We have begun implementing article verification rules on the content in our help center. One limitation that immediately stands out is that article verification rules are only applied from the date that they are created/updated. This means that if I create a new verification rule on 1/1/2023 and set it for every 6 months, all of the articles under this rules will be scheduled for review every 6 months from the date that the rule was created.

This creates a situation in which our teams are expected to review a very large number of articles in a very short time, or set up new rules every month or so to space out the verification schedule.

This could be addressed by allowing relative dates for verification rules (ex: every 6 months starting on 2/1/2023) Being able to schedule verification rules would save a tremendous amount of time and effort.

Gepostet 05. Jan. 2023 · Stephen

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Community-Kommentar Feedback - Ticketing system (Support)

This needs far more attention. My company Zendesk instance has over 40000 organizations and hundreds of thousands of users. Every few months a "domain" gets added to a random organization and results in a massive disruption to reporting.

Kommentar anzeigen · Gepostet 24. Okt. 2022 · Stephen

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