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Tim McLean
Joined Apr 14, 2021
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Last activity Jan 29, 2025
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Latest activity by Tim McLean
Tim McLean commented,
I have added Exporting Organization data, including custom fields, to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
Thank you again for your feedback and for being a valuable customer with Zendesk.
View comment · Posted Nov 20, 2024 · Tim McLean
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Tim McLean commented,
Hey Lisa N and Eckhard Doll
We have an update regarding a new experience for bulk deleting suspended users.
With the introduction of the Suspended Users page (Customers List > Suspended users), you can now filter down to the suspended users only and bulk delete them.
View comment · Posted Nov 18, 2024 · Tim McLean
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Tim McLean created an article,
Announced on | Rollout starts | Rollout ends |
October 7, 2024 | October 7, 2024 | October 8, 2024 |
We’re excited to announce that an improved experience for deleting end users in bulk is now available in the Zendesk Agent Workspace.
This announcement includes the following topics:
What is changing?
Bulk deleting end users has moved to the Customers page in Support. Feedback is now shown on the page when the bulk deletion completes. If an error occurs, such as when an end user has unclosed tickets, detailed feedback displays so that you can quickly resolve the issue.
Why is Zendesk making this change?
The previous action for bulk deleting end users in Admin Center had performance issues and offered a poor user experience.
With this change, we’re centralizing end user actions on the Customers page. This page improves performance issues, such as the time to load the list of users, has a modernized design, and offers a better user experience overall.
What do I need to do?
You don’t need to do anything. The Customers page will automatically update with the new option to bulk delete end users. See Deleting end users to learn more.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
Edited Oct 03, 2024 · Tim McLean
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Tim McLean commented,
Hey everyone,
Thanks for your feedback here.
Has anyone tried using Organization Subscriptions to notify agents when a ticket has been submitted to an organization? This feature isn't available in Agent Workspace but can be configured via Zendesk's API:
https://developer.zendesk.com/api-reference/ticketing/organizations/organization_subscriptions/
“Agents in an organization can subscribe to be notified whenever someone in their organization submits a ticket. The agents will be notified as long as they're allowed to see all tickets or the organization's tickets.”
View comment · Edited Jul 26, 2024 · Tim McLean
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Tim McLean created an article,
Announced on | Rollout starts | Rollout ends |
July 30, 2024 | July 30, 2024 | July 31, 2024 |
We’re excited to announce that the ability to merge organizations is available for all accounts. With this feature, admins can now merge two organizations into one. This helps you save time by not having to manually move data from one organization to another.
This announcement includes the following topics:
What is changing?
Admins can merge one organization into another. When organizations are merged, all users, tickets (including archived and closed tickets), and domains are merged into one organization. Changes related to an organization merge are reflected in the audit log and in the ticket events of affected tickets.
A public API is also available for merging organizations, showing the status of an organization merge, and listing the merges for a specific organization.
Why is Zendesk making this change?
Merging organizations is a long term customer feedback request that we’re committed to addressing. This change will save Zendesk admins hundreds of hours manually updating tickets, users, and organization records to merge orgs.
What do I need to do?
The ability to merge organizations is available to all Zendesk accounts. To learn more, see Merging organizations.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
Edited Jul 25, 2024 · Tim McLean
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Tim McLean commented,
Hey Viktor Hristovski , no they will remain as two separate users, as they have different email addresses.
View comment · Posted Jun 28, 2024 · Tim McLean
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Tim McLean commented,
Hi Elaine Tan
You see a difference in the list of tickets because archived tickets are excluded from the interaction history, whereas the User Profile page includes all tickets, including those archived.
We are tracking customer feedback to provide more information in Interaction History, so we appreciate you providing it.
Thanks,
Tim
View comment · Posted Mar 04, 2024 · Tim McLean
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Tim McLean commented,
That's right Alex Coburn Davis (he/him). Context panel the right-hand side navigation bar that gives you access to additional context such as the User Profile (Customer Context), Knowledge, and apps. See Using the context panel for more information.
View comment · Posted Jul 17, 2023 · Tim McLean
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Tim McLean commented,
Hey Shona, thanks for your patience regarding this feature! I'm happy to say admins now have the ability to configure the essentials card.
Please see Configuring the essentials card for more information, and let us know if you have any feedback.
View comment · Posted Jul 04, 2023 · Tim McLean
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Tim McLean commented,
Hey Alex Coburn Davis (he/him)
Thanks for your question. Coincidently, we are currently rolling out the ability to configure which user fields appear in the essentials card in Customer Context. This means you'll be able to select the most relevant user fields to display to agents. See Configuring the essentials card for more information.
There are a number of different methods to bring customer data into Zendesk. You may consider using the Users API to pull data from your system into Zendesk.
Let us know if you have any further questions!
View comment · Posted Jul 04, 2023 · Tim McLean
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