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Johan Billow's Avatar

Johan Billow

Beigetreten 19. Okt. 2022

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Letzte Aktivität 21. Feb. 2025

Responsible for Consid Support, Sweden

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Johan Billow hat einen Kommentar hinterlassen

KommentarTicket management

Good that it is finally happening something here. For us the most valuable possibility would be to edit organization. We have tickets created before this function existed and now would like them to be assigned to the correct client organization. However one problem may be that we have, according to GDPR, deleted users that once submited tickets.

So the possibility to assign a ticket to an organization without the requirement to have a specific requester.

Kommentar anzeigen · Gepostet 10. Okt. 2024 · Johan Billow

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KommentarCustomer management and profiles

Hiedi Kysther so tickets with the removed organization data must be manually updated? 
(Just so I am sure what you mean).

 

 

Kommentar anzeigen · Gepostet 23. Okt. 2023 · Johan Billow

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KommentarUsers, groups, and organizations

Yes Dana Barker and more are writing, this function must have a "design bug", as the expected way of setting access should be on end user level or role level. 

Scenarios:
Access and edit access to own tickets.
Access to org. tickets.
Edit access to org. tickets

Couldn't be more simple than that?
Easy to understand also and the table above would become unnecessary.

 

Kommentar anzeigen · Gepostet 23. Okt. 2023 · Johan Billow

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KommentarCustomer management and profiles

Dana B Thank you for sharing your experience.

This was interesting!

So assume that I have 2 different orgs. and delete one of them, also "closed" tickets did change to another org?

That is a big issue if it is what actually happened. One clients ticket will be displayed to another client tickets? 

Is that what happened to you?

 

 

Now I start to feel doubtful in activating multiple orgs.

Kommentar anzeigen · Gepostet 17. Okt. 2023 · Johan Billow

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Community-Kommentar Feedback - Ticketing system (Support)

Thank you for asking Rich and replying Billie.

I am sorry if I sounded upset. Writing isn't the best way of talking.

However we are a B2B company and would rather like this to be prioritized that Instagram/FB-functions. To my KAM i asked for a B2B-Zendesk version...

Kommentar anzeigen · Gepostet 15. Feb. 2023 · Johan Billow

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Community-Kommentar Feedback - Ticketing system (Support)

Thanks for info!

Kommentar anzeigen · Gepostet 09. Feb. 2023 · Johan Billow

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Community-Kommentar Feedback - Ticketing system (Support)

This silence is not a serious approach. It is a very needed function. As mention before. No need to update solved date och messages/chat but title, organisation, tags, custom fields. 

I think the tricky thing is that the tickets are no longer stored in the database that we daily interact with in Zendesk. That are "archived" and that is one reason for this 15 year old demand to still been unsolved... 

Just a minute of brainstorming while waiting for this basic and very important function to be up and running. =)

Kommentar anzeigen · Bearbeitet 09. Feb. 2023 · Johan Billow

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Community-Kommentar Feedback - Reporting and analytics (Explore)

It is necessarry but now I have to make the calculation in Excel.

Kommentar anzeigen · Gepostet 13. Dez. 2022 · Johan Billow

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Community-Kommentar Feedback - Ticketing system (Support)

I see, and with change you mean changing metrics, layouts, style etc? 

I plan to make a dashboard to every client with different reports, but now maybe I make one dashboard and a hidden filter instead, that I hope I can hidden when scheduling it. 

Kommentar anzeigen · Gepostet 01. Nov. 2022 · Johan Billow

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Community-Kommentar Feedback - Ticketing system (Support)

Julia DiGregorio Sorry, my misstake! I meant sending a dashboard

Kommentar anzeigen · Gepostet 01. Nov. 2022 · Johan Billow

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