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Miguel Contreras

Beigetreten 15. März 2024

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Letzte Aktivität 26. Feb. 2025

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KommentarSchedule management and time tracking (WFM add-on)

You should make it possible for managers to put in time off. I understand most places have employees submit request but we will not be using this tool for that since HR prefers we use a different tool since it tracks for the whole company.  Would like to put in the time off for agents once they request it in the other tool. Or else, we are making them submit two requests, one here and one in the HR tool, just so your forecasting/scheduling tool can work correctly.

Kommentar anzeigen · Gepostet 26. Aug. 2024 · Miguel Contreras

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KommentarSetting up workforce management (WFM add-on)

I agree with the last 2 comments. Adding another task for an agent is not going to work in the long run. The tool should work automatically since agent will forget and we will not really get a exact insight into behavior/workload.

Kommentar anzeigen · Gepostet 17. Juli 2024 · Miguel Contreras

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KommentarJira integration

Maksym Nazarenko If you are an admin in zendesk, you can make it visible in the JIRA app box instead of a private note.

 

 

If you go to the jira linked app and then click on the cog, you can select what fields you want the agent to see at quick glance or what information you want them to view by clicking on the eyeball below it. Since that allows you to display JIRA data without having to go into JIRA to view it or posting comments

 

Kommentar anzeigen · Gepostet 12. Juli 2024 · Miguel Contreras

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Community-Kommentar Feedback - Help Center (Guide)

I do hope that you add it to your roadmap for next year since you have almost all email templates covered that we can control and modify. Our leadership & exec team hates how the content of this email is displayed to customers and really wants us to be able to edit it. So much so that we may stop using the follow feature fully and just input a manual process via hubspot or something were we get people to sign up for help center alerts, and then have someone write each update we are doing so customers have a better experience

Kommentar anzeigen · Bearbeitet 27. Juni 2024 · Miguel Contreras

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Post Feedback - Reporting and analytics (Explore)

I am trying to find a way to view what articles an organization is looking at in our help center. We are trying to determine if a customer is using our articles or just reach out for support without looking at our internal documentation. This data point is very helpful during customer calls on performance since we do push hard to use the help center and can see people are looking at articles but I can't tie it back to an organization. 

 

I know I can go into each user profile to view their comments on articles, votes, and which pages they are following but does not give me a whole picture. I know we capture the data since you display it in the ticket view on what articles the customer looked at before submitting the ticket.

 

Can we please make something like this or is there a way to do it and I am just not finding the right article.

Bearbeitet 24. Jan. 2025 · Miguel Contreras

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Post Feedback - Ticketing system (Support)

There should be a way for support agents to reset an end-users password without having to bookmark the login link and then using the password reset flow on that screen. Admins seem to be the only ones that can see the reset button, which is a bit useless since our admins are busy with harder requests and have to take time away to handle a simple task that can be down by a lower agent.

Gepostet 10. Apr. 2024 · Miguel Contreras

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KommentarEnd-user guide for Help Center

Have you all made it possible to edit the header columns that display? There are two fields that we want to always show up but not seeing a way we can code it to always display like with the current request page

 

Kommentar anzeigen · Gepostet 19. März 2024 · Miguel Contreras

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Post Q&A - Help center and community

Hi there, I have customers that we moved from an old help desk into our main one (zendesk). We have a field that has the old ticket in a field that is displayed inside of the ticket but trying to get it to be a column for these customers to learn what their ticket ids are for the meantime.

 

Would this be possible with an #is or #if statement do you think? Or is could be do it based on the customer org id? Been searching the help center to see if anyone is able to add columns based on some minor logic.

Bearbeitet 15. März 2024 · Miguel Contreras

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