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h_sz_ke

Beigetreten 23. Mai 2022

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Letzte Aktivität 18. Juli 2024

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KommentarTicket basics

I agree with last answer. It's especially infuriating that we lose features we use every day, and then the problem is supposedly solved by switching to the Enterprise Plan to again sort the tickets in descending order.

 

Kommentar anzeigen · Gepostet 11. Okt. 2023 · h_sz_ke

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KommentarTicket basics

Another work-slowing change: In the new workspace interface, after I have written the text in the "Internal note," if I switch to "E-mail," the entered text disappears.

The issue of placing the text box at the bottom is no longer relevant; we will develop our own Google Chrome plugin to finally achieve the old, well-established functionality along with the reordering of comments – it seems we cannot expect assistance with this here. :(

Can we expect changes from Zendesk, or do we really need to make the interface usable again with a custom-developed Google Chrome plugin? If it's a Beta version, why was it released?

Kommentar anzeigen · Bearbeitet 04. Sept. 2023 · h_sz_ke

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KommentarTicket basics

Today, we switched to the new interface. It's incredibly uncomfortable, but we're trying to embrace the necessity.

  1. We don't initiate phone calls from tickets, so why is it not possible to preserve the 'Public Response' and 'Internal Note' where they used to be? The 'Call' function in the dropdown is completely unnecessary, and we've accidentally clicked on it countless times.
  2. It's baffling why the chronological order of ticket history had to be reversed. Now, the top part displays the latest entry, requiring downward scrolling to see the complete item. However, scrolling upwards is needed to access the older ones. It's a nightmare, truly frustrating.

In summary, this is the worst update we've experienced lately, and we're deeply disappointed.

Kommentar anzeigen · Gepostet 01. Sept. 2023 · h_sz_ke

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Community-Kommentar Feedback - Ticketing system (Support)

Thank you for the opportunity for the meeting.

Our main points are:

- leave space for new comment
- leave method for choosing "private reply" and "public comment" with one click (not an annoying, unneeded dropdown)
- leave space for custom apps, without unneeded icons at right side (we almost never use "user info" icon)
- leave sorting order as it is
Is it possible just simple skip this upgrade for us? That's why we switched to Zoho, because these were the advantages of Zendesk, but if they are lost, it's better for us to look around again.

Kommentar anzeigen · Gepostet 13. Apr. 2023 · h_sz_ke

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Community-Kommentar Feedback - Ticketing system (Support)

I hope I can switch back later older version of Agent Workspace, this update seems to be a nightmare. Very unfriendly service, answering to info@zendesk.com bounced back.

This update is horrible.
Writing replies in this small box is extremely frustrating. Comments list in the new sorting order are unacceptable, we always reply on the top. It was good.
We use custom apps, which also have a smaller space.
 
We always write "public reply" and "internal comment", now we have to choose from a dropdown, where an unnecessary item: "call".
 
This update is a nightmare, I have returned back to older version.
 
If you force us to change we change back to any other helpdesk provider.

Kommentar anzeigen · Gepostet 21. März 2023 · h_sz_ke

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Community-Kommentar Feedback - Ticketing system (Support)

New update is horrible.

Smaller box for replies. Why I cannot return back old sorting order? Writing a reply in this small box is extremely frustrating.

We use only "public reply", and "internal reply", now we have to choose from dropdown where is another choose "call" also.

Right side we use custom apps, what has now also smaller place because of three unneeded icons at right. It is a nightmare!

It is simply horrible change. We are also looking for other helpdesk provider.

Kommentar anzeigen · Gepostet 21. März 2023 · h_sz_ke

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