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How do I provide feedback?
Posted Mar 26, 2024
Feedback during the beta stage is very important for us. We want to hear what you have to say about Custom Ticket Statues, and how Form Ticket Statues are helping to streamline your workflow or where we might need additional improvements. Below, you can find some guidelines on the various ways to give us feedback.
Different ways to give us feedback
This forum is probably the best place. We'd like to try and keep feedback as social and collaborative as possible. It's where we can answer the most amount of questions or comments so that everyone can see and benefit from it. That said, there are some suggested guidelines...
Suggested guidelines for giving feedback
We value your feedback, no matter what it is. We encourage you to tell us what you like, dislike, and where you could see improvements. We'd like to see a healthy forum for discussion, but we can't do that without just a little bit of effort from everyone.
Here are a couple of pointers that will really help us understand your feedback and work with you to make the ticket forms beta even better:
- When you see something you dislike or see something you'd like improved, write it down and think about it for a little while
- Try to be as clear as possible in your feedback; explain why you like/dislike something, and how it could be improved. If you can do screenshots easily, we'd love to see them
- Be patient when waiting for responses from Zendesk
- Don't use sarcasm, be rude to other customers or staff, and don't use strong language. We will moderate forum posts where we think reasonable
Ultimately, we want the feedback forums to be a place where any customer can come and give feedback.
Reporting bugs
As these updates are in beta, the best way to report a bug is to do so here in this forum, rather than contacting us. This is especially helpful if you're reporting a minor bug or a bug that is not directly impacting your customers. That being said, we do realize that during betas more urgent issues can crop up. As this is a beta, the response times may be longer than they typically would be going through the normal support channels.
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6 comments
Hawk Swearingen
Hi Team!
When we first looked at implementing the form statuses, we noticed a couple things:
1) When you add a new custom status to your Zendesk instance, it automatically adds it to every form you have. This (at least for us, a team with over 30 forms) makes it difficult to have to go into every single form and delete it.
2) After adding a new custom status, there seems to be a bug in which you can't remove it from the forms in the Form Ticket Statuses edit screen. Whenever the status is added, we see that it is unchecked when editing a form, and it stays put even after saving.
If there is something we are missing here, please let me know!
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Dane Corley
Hey Hawk Swearingen ! Thanks for your feedback.
For situation #1, I'll admit this behaves a bit oddly at the moment. Basically, if all ticket statuses are selected (you can determine this in the Form Ticket Statuses tab by the count, which will say “(All)” next to it), then a new Ticket Status will get added to that form when it's created. Once a Form is only associated with a sub-set of ticket statuses, new ticket statuses must be selected in the Form before they are available.
We are currently discussing updating this workflow to make it a bit more user friendly. Once I have a concrete idea of what that looks like I'll report back.
For scenario #2, I've not been able to recreate this, can you attach a screenshot or email me a bit more information?
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Hawk Swearingen
Hi Dane,
Here's what we're running into.
I've added a new status named “Waiting for Fix”. To my first point above (which you answered, and that makes sense, so thank you), it gets added to all forms. When I go into edit the form status for an individual form, the box is unchecked for “Waiting for Fix”, which would make me think that it's not active. If I check the box, nothing else happens when I save either, it stays on the form.
I've tried to check it, save, go back in and un-check it, and that doesn't seem to work either. It just seems to constantly be on the form. I'm happy to jump on a call and demonstrate if need be!
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Dane Corley
Thanks again Hawk, I've reproduced the scenario now. This is indeed a bug. It specifically looks like it takes place when there's only 1 active Custom Ticket Status (at least that was the case I uncovered it with). I believe you'll be able to properly select statuses if you were to add a second one.
That said, I understand if that isn't how you want to go about this and if that's the case I'll ping you as soon as we push out a fix.
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Hawk Swearingen
Hi Dane Corley! Just wanted to check in on this and see if the bug has been fixed.
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Dane Corley
Hey Hawk Swearingen!
I created a small post about known issues here: https://support.zendesk.com/hc/en-us/community/posts/7177002937498
The quick answer is that we are working on it but I don't quite have an ETA yet. I added a bit more context in that post I linked.
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