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Release Notes Through 2202-06-18



Edited Jun 17, 2022


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10 comments

How about fixing the ability to sort our tickets by subject....

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Heather Rommel

Zendesk LuminaryThe Product Manager Whisperer - 2021Community Moderator

Chris Fassano,

You might find the comments on this post helpful... There are a LOT of people with this request. https://support.zendesk.com/hc/en-us/articles/4420490020890-Announcing-changes-to-views-pagination-and-sorting-user-profile-pages 

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Chris Fassano 
These are our subjects:

We use a combination of automation and practices to visually organize out tickets. 
Thank you for attending this TED talk. 

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Chris Fassano why start an argument though? Also not being snippy, just answering your questions from multiple threads on the same subject. (unless that was a snipping tool joke, then yes, getting 100% snippy on here) 

Users/administrators state a problem with the development, then there is a problem..
The why isn't relevant for anything other than debating against the user's preferences, and not resolving the problem. 

The specific view is also irrelevant to you, especially if you don't know, and are not affected by it's removal, or are instrumental in correcting it Chris. The developers know where it was removed from, and hopefully they now know that it is being received quite poorly by the people who pay them... If you are a developer, your attitude explains why the company will lose a lot of money soon. 

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Hi Chris Fassano & Scott Burnham -

I'd like to gently remind you both of our Zendesk Community Code of Conduct – your frank feedback is absolutely welcome, and if you're frustrated then please direct that at us, not at your fellow customers, but please do keep in mind the tenets of the code of conduct. I can't speak for the product team in this issue, but as Heather mentioned above, you're certainly not alone in your frustration on this, and the thread she linked to is a good place to share your use cases.

Thanks for your understanding.

 

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@...
I have been quite civil; comparatively. As you can see, these recent changes are not quite being received as your team had anticipated... Zero fanfare. Zero praise. Just salt... Soo much salt. 

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About "Intermittent occurrence of messaging tickets in the open/pending/on-hold/solved states not reopening when a visitor next chats" (chat and messaging).
Chat tickets (whatsapp, in this case) are changing to "open", regardless of what status they were previously. Tickets with "new" status are changing to "open" after a new message sent by the end user, even with no one assigned. Suggestion: Couldn't you do a validation, that in case the status is "new", it doesn't change to "open"? This is causing some confusion for some Zendesk customers, as tickets stay "open" even though no one has started dealing with the end user.

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Dane

Zendesk Engineering

Hi ETEG,
 
Due to the nature of your concern, I'll create a ticket for you. Please wait for my update via email and let's continue from there.
 
Cheers!

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HOw can connect one of the agent of gcash support?

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Audrey Ann Cipriano

Zendesk Customer Care

Hi Zero,

 

It seems like your correspondence has come to the wrong place! You've reached Zendesk, and it sounds like you're probably trying to reach someone who *uses* our software to provide support. We make software that companies use to give their customers a way to contact them, but we don't actually provide support for their product, just the channel for communication.

 

Unfortunately, we are unable to forward your email on so please try reaching them directly from their website!

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