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Steve Eli

Beigetreten 07. Apr. 2022

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Letzte Aktivität 24. Mai 2024

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Community-Kommentar Feedback - Ticketing system (Support)

Please consider this request. Our team uses Zendesk for internal purposes only and it's super frustrating to see Tickets get filed with an internal note of 'helped them'. Sure, we can do additional training with the humans that file Zendesk tickets, but the software needs a UI to allow us to set limits on fields other than the 1 character that Zendesk forces.

Kommentar anzeigen · Gepostet 21. März 2024 · Steve Eli

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KommentarTriggers and automations

A small piece of feedback, though the trigger might work, from my perspective, it's very confusing. Closed ticket is not a Channel, it's a status. Why couldn't the trigger conditions says Ticket Is Followup?

Kommentar anzeigen · Gepostet 19. Feb. 2024 · Steve Eli

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KommentarGeneral questions and issues about tickets

This feels like a bug to me rather than working as designed. I understand the no public comments thing, but rather than just electing to not populate anything, Zendesk choose to populate "Untitled ticket".

Kommentar anzeigen · Bearbeitet 27. Jan. 2023 · Steve Eli

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

Agree I would love to see this as a baked in feature to Zendesk without having to use a webhook. We currently an email application called Front that has this comment workflow natively and loosing this feature when we move our support desk emails into Zendesk is a productivity step backwards.

Kommentar anzeigen · Gepostet 20. Dez. 2022 · Steve Eli

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Community-Kommentar Feedback - Ticketing system (Support)

@... or Scott Allison

Thanks for the recognition of my post and acknowledgement of this request, but I know i speak for others in this thread that we would urge Zendesk to prioritize this request. Sure in Zendesk, we can hide specific surveys from the reporting in Explore, but we can't delete the rating or the feedback received which is what I thought was the request here. Too many times has our staff been rated on a survey and when we reach out to the customer about their feedback, they tell us that they thought they were rating another company, even though our survey email to them clearly states our company and product name.

We shouldn't need to make a exception for the ratings as my workaround post provided, or an automation like Michael Kyriakou stated. We should have the ability to control or adjust the satisfaction ratings or responses like Larry Click requested and not penalize the hard working team members for them to see demoralizing feedback every time they return to the ticket they worked hard to create. I know opening up such a feature would introduce the ability to skew the responses and ratings of the customer, but if the customers responses were not accurate, or were abusive, why should those ratings and responses be something we have to live with forever?

Yes we might be able to use another companies product to achieve changes to surveys, but we shouldn't have to.

 

Kommentar anzeigen · Bearbeitet 15. Sept. 2022 · Steve Eli

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Community-Kommentar Q&A - Reporting and analytics

I feel like i did something wrong here because that attribute isn't giving me values and errors out on the bottom of the page what when clicked on shows:

Kommentar anzeigen · Gepostet 25. Aug. 2022 · Steve Eli

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Community-Kommentar Q&A - Reporting and analytics

I copy and pasted this same thing and it errors out for me.

 

EDIT:
There might have been a typo from the screenshot to the attribute posted. It's actually:

DATE_DIFF([Ticket solved - Timestamp], [Ticket created - Timestamp], "nbof_minutes")

Kommentar anzeigen · Bearbeitet 25. Aug. 2022 · Steve Eli

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KommentarReporting and analytics admin questions

Is there a way to see or post the last time that ticket data was updated in Explores dashboards?

Kommentar anzeigen · Gepostet 02. Aug. 2022 · Steve Eli

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Community-Kommentar Feedback - Ticketing system (Support)

I whole heatedly agree with this request and all the comments posted here. Until Zendesk implements a way to do this, an interim solution here might be to filter out the tickets that you designate in some fashion and make your own CSAT calculation. There's a default "Report" in Explore called "Satisfaction: Satisfaction score [default]" and it looks like this:

If you go to your ticket and mark it in some fashion, like say with a tag or a custom field, you can filter out the ticket data from the calculation by using the Add button at the top of the filter row, add your field, and then choose the Excluded tab and mark your thing. Just don't forget that Explore is an hour behind if you do this filter trick and expect a live change.

Kommentar anzeigen · Bearbeitet 22. Juli 2022 · Steve Eli

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Community-Kommentar Feedback - Ticketing system (Support)

OMG yes. Make this stop please for the love of all that is good.

Kommentar anzeigen · Gepostet 22. Juli 2022 · Steve Eli

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