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Josh

Joined Apr 15, 2021

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Last activity Feb 23, 2024

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ACTIVITY OVERVIEW

Latest activity by Josh

Josh commented,

CommentFormatting and customizing your email

Sabra:

Not sure if it's related to this, and the agent I am working with doesn't seem to know either.

 

View comment · Posted Apr 13, 2023 · Josh

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Josh created a post,

Post Feedback - Ticketing system (Support)

Does anyone else get annoyed by the message that basically forces you to pull your laptop, turn it on, log into zendesk, go through 4 additional clicks to get to the widget - all just to hear back from a support agent?

 

I compare this message to:

- If you call a store and want to know if they are open and they'd respond "Please come into our store to find out"

- Calling a mechanic to see if your car is done or what the bill is "Please come to our store to find out"

- Being sick and calling a restaurant to order food and forgetting to add on breadsticks just to call the restaurant back and be told "Please log into our website to made adjustments to your order or come into our store"

This forceful message is frustrating and downright annoying because I can't even respond to a ticket (or make one using the normal support@zendesk.com email anymore) from my phone. Sitting on a plane, on a boat, or anywhere away from my computer, etc.

 

I don't know who thought this is a great idea but I am hoping this feedback gets to them.

Posted Apr 13, 2023 · Josh

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Josh commented,

CommentCustomer management and profiles

Chad Susa (Gravity CX - Zendesk Partner) - like you, I also searched high and low to use the feature I also pay for. To my surprise, this feature is only available to one single person in your organization, the admin. 

It is beyond frustrating that this is a paid add-on and support tells me its unavailable for my agents to use. What use is this is if only one single person can use it?

 

View comment · Posted Apr 11, 2023 · Josh

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Josh commented,

CommentEnd users and organizations

"At the moment, we don't have a permission set that allows for an agent to "view-only" all orgs. "

Any updates to this? Everything we have is SSO/API based to sync with our app. We don't want agents being able to edit things if they are synced via API with our app.

Please advise

View comment · Posted Apr 06, 2023 · Josh

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Josh commented,

CommentFormatting and customizing your email

We have noticed a really poor experience in our agent UI lately. Not sure if it's related to this, and the agent I am working with doesn't seem to know either.

View comment · Posted Apr 05, 2023 · Josh

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Josh commented,

CommentCustomer management and profiles

Hoping this feature gets a facelift and much needed feature additions soon. Targeting customers has always been oddly hard with zendesk products when compared to something like Intercom.

View comment · Posted Apr 04, 2023 · Josh

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Josh commented,

CommentHow to manage the help center

We need a higher limit than 20MB

View comment · Posted Mar 21, 2023 · Josh

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Josh commented,

Community comment Feedback - Ticketing system (Support)

We are still forced to go through Z Bot.... Horrible.

View comment · Posted Mar 18, 2023 · Josh

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Josh commented,

Community comment Feedback - Help Center (Guide)

It's sad this hasn't been a priority since 2015, and still continues to be low priority. 

View comment · Posted Mar 18, 2023 · Josh

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Josh created a post,

Post Feedback - Ticketing system (Support)

Is zendesk starting to use GPT for anything? Intercom's implementation is very promising....

https://www.intercom.com/help/en/articles/6955446-ai-assist-inbox-features-beta

Posted Feb 28, 2023 · Josh

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