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Elaine

Joined May 13, 2021

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Last activity Feb 07, 2025

Zendesk Customer Care

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ACTIVITY OVERVIEW

Latest activity by Elaine

Elaine commented,

Community comment Q&A - Reporting and analytics
Hi Mattias,
 
Thank you for your message! I appreciate your patience regarding the feature for more granular results in Explore. While this is still on our roadmap, I want to let you know that the public API is currently in development with our team, and we expect to release an announcement about it soon.

View comment · Posted Feb 07, 2025 · Elaine

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Elaine commented,

Community comment Q&A - Talk and text
Hi Finley,
 
Thanks for your update. I understand that you've already sorted the permissions regarding the re-enabling issue, but you're still encountering poor audio quality specifically in Zendesk.
 
Zendesk recommends using analog headsets with a 3.5mm plug, as they typically provide the best call quality. While USB and Bluetooth headsets can also work well, I suggest you test your setup using an analog headset to rule out any issues stemming from your current headset. 

View comment · Posted Feb 07, 2025 · Elaine

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Elaine commented,

Community comment Q&A - Talk and text
Hi Finley,
 
Thank you for your patience while we work through this audio issue. I apologize for any confusion in my previous response; please disregard step 3 regarding Zendesk settings, as it seems you are unable to access those options.
 
Instead, you may follow the suggested resolution steps in this article.
 
If you continue to experience problems or if there's anything else I can assist with, please let me know.

View comment · Posted Feb 06, 2025 · Elaine

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Elaine commented,

Community comment Q&A - Reporting and analytics
Hi Mattias,
 
I understand your interest in obtaining more granular results in Explore, and I want to let you know that this feature is indeed on our roadmap, as several customers have requested it. However, at this time, I cannot provide a specific timeline for its release; we anticipate that it will not be available in early 2025.
 
In the meantime, we are working on a public API that will allow you to fetch actual CSAT responses, but I understand this may not be a viable option for everyone.
 
If you have any further questions or need assistance with other features in Explore, feel free to reach out.
 

View comment · Posted Feb 06, 2025 · Elaine

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Elaine commented,

Community comment Q&A - Tickets and email
Dear Zhansaya,
 
Thank you for sharing these valuable suggestions regarding the customizable dashboard for agents!
 
The criteria you’ve highlighted, especially the inclusion of "Solved and Closed Tickets for Today" and "KPI for Agents," would significantly improve our ability to monitor performance effectively. Being able to view these metrics directly on the dashboard will empower agents to manage their workloads more efficiently and enhance customer service outcomes.
 
I also agree that allowing agents to select date and status categories directly within the dashboard would greatly streamline workflow processes.
 
Additionally, the idea of implementing a customizable dashboard feature is excellent, as it would provide the flexibility needed to adapt to our unique business requirements. It would allow teams to focus on the metrics that matter most in their daily operations.
 
We will take a closer look at these suggestions, and the development team may consider them for future enhancements. Thank you again for your proactive approach in proposing these improvements!

View comment · Posted Jan 30, 2025 · Elaine

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Elaine commented,

Community comment Q&A - Reporting and analytics
Hi Mattias,
 
To view the average CSAT score in Zendesk Explore, you can follow these steps:
 
  1. Go to Explore: Open Zendesk Explore and navigate to the report you’re working on.
     
  2. Select the CSAT Data: Add the relevant metrics from your dataset that includes the CSAT scores. You may want to look for a metric like "Satisfaction score" or similar.
     
  3. Create a Custom Calculation: If you only see percentages, you can create a calculated metric to find the average CSAT score:

    • Use the formula for average, which might look something like this:
      COUNT(Good satisfaction tickets) /COUNT(Rated satisfaction tickets)
  4. Add to Your Report: After creating the custom calculation, you can drag it to your report visualization.
     
  5. Review Charts and Tables: You can visualize the average using different charts or tables within Explore to get a clearer view of the data.

View comment · Posted Jan 30, 2025 · Elaine

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Elaine commented,

Community comment Q&A - Users, groups, and organizations
Hi Daniela,
 
Thank you for sharing the detailed overview of your current situation. It looks like you're encountering challenges with managing the many-to-many relationship between your developer partners and clients, especially given the 300-organization limit for user memberships.
 
As you noted, using email mapping and allowing users to belong to multiple organizations is a solid approach, but it can become unwieldy as your network of partners grows. Here are a couple of suggestions to navigate this challenge:
 
  • Custom Objects: Implementing custom objects could indeed provide a way to map clients to developers more effectively. This would allow you to tailor ticket visibility based on the custom object relationships you establish, thereby increasing flexibility in managing permissions and interactions.
     
  • User Segments: While User Segments do not directly link to tickets, they can help manage user visibility of tickets based on predefined criteria. You could create segments that reflect the organization relationships and apply conditions that ensure users only see the tickets they are permitted to access.

    I hope that helps! Feel free to reach out to our Support team for further assistance!

View comment · Posted Jan 30, 2025 · Elaine

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Elaine commented,

Community comment Q&A - Talk and text
Hi Finley,
 
I understand how frustrating it can be when audio and microphone functionality doesn’t work as expected. While it seems that the settings are configured correctly on your end, there might be a few additional steps we can take to troubleshoot this issue.
 
  1. Permissions Check: Ensure that both Chrome and Edge have the necessary permissions enabled for microphone access when using Zendesk. Sometimes browser permissions may prevent proper functionality.
     
  2. Device Settings: Try checking the default audio device settings on the laptops. Ensure that the Jabra headsets are selected as the default input and output devices.
     
  3. Zendesk Settings: If you haven’t already, consider exploring Zendesk’s settings to see if there are any audio configuration options that might impact microphone functionality.
     
  4. Testing on Different Browsers: As a test, try accessing Zendesk from different browsers or devices to see if the issue persists.

View comment · Posted Jan 30, 2025 · Elaine

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Elaine commented,

Community comment Q&A - Tickets and email
Hello Jon,
 
Thank you for your inquiry regarding setting up high-ticket volume alerts in Zendesk.
 
Currently, there isn't a built-in feature to directly create alerts for high-ticket volumes without using third-party applications. However, you can utilize the Zendesk API to monitor ticket volumes and set up custom alerts based on the data extracted. We recommend checking our API documentation for detailed steps on how to implement this.
 
For a step-by-step guide, you may need to create a script that queries ticket data at set intervals to track volume. If this is something you're interested in, I can help point you to relevant resources.
 
If you have further questions or need more assistance, please let me know!

View comment · Posted Jan 04, 2025 · Elaine

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Elaine commented,

Community comment Q&A - Tickets and email
Hello Bruno,
 
Thank you for reaching out and sharing your requirements regarding the organization of your financial groups in Zendesk.
 
To effectively manage and structure the three distinct financial groups you mentioned, you might consider creating a naming convention that clearly identifies each group while minimizing clutter. Using prefixes like “[Vertical 1] Financial” is indeed a practical approach, even if it feels a bit messy. This way, agents can easily recognize the relevant group when creating tickets.
 
Additionally, you may explore the use of tags to categorize tickets efficiently, which can help keep things organized without overwhelming the ticket view. This could allow everyone to create tickets for all groups while still maintaining clarity in ticket management.
 
I hope that helps!

View comment · Posted Jan 04, 2025 · Elaine

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