disturbing notification after ticket update

4 Comments

  • Nicole S.
    Zendesk Community Team

    Hi Julian, 

    Thank you for providing that feedback. Can you tell us more about why this notification is problematic and how business-critical of an issue it is for you? 

    We will also be interested to hear from other users whether you have a similar concern. 

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  • Julian Kossak

    Hi Nicole,

    thank you for your quick response.

     

    I know that it seems like grumping about something which it is not worth.

    But for our (especially hotline) agents it's often disturbing.
    If they initialise a ticket update and want to change a ticket field after that in the left column and in this moment the notification pops up and displaces the field they want to edit, they click the wrong field and so on...

    This can trouble the agent during a call with a customer and for my comprehension it cannot be that hard to implement a solution which allows us to hide this notification (or Zendesk hides it generally - I see no additional benefit in this notification).

     

    Kind regards
    Julian

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  • Nicole S.
    Zendesk Community Team

    Thanks for the additional detail, Julian.

    We'll be interested to hear from other users if you also find this to be a problem. 

    0
  • Kaitlin Johnston

    Our team also finds this notification disruptive as it covers essential fields of our ticket with no benefit to our efficiency or workflow at all.

    0

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