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Megan Lalock
Joined Apr 15, 2021
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Last activity Oct 26, 2021
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Latest activity by Megan Lalock
Megan Lalock commented,
I wanted to throw out some feedback on this:
For basic functionality the filtering is great if you know exactly what you are trying to find however, if you are trying to find a specific change the filtering that is provided doesn't help. It would be nice to be able to filter by each column or even keywords like a typical search uses. The reason I say this is because if someone changes a trigger or view, it would be easier to just use "View changed" or "trigger changed" to find something instead of having to comb though insignificant data.
I am aware that I can download this into a csv to filter it that way but really that shouldn't be necessary to find what Admins need.
View comment · Posted Oct 20, 2021 · Megan Lalock
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Megan Lalock commented,
Searching the Audit logs and groups would be a huge help for my business. This is a great post to see what others are going through and knowing it's not " just me."
View comment · Posted Jun 01, 2021 · Megan Lalock
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Megan Lalock commented,
I wanted to comment on this and bring up an obstacle that we are seeing after migrating to agent workspace.
Before going to agent workspace when you had a conversation in a side conversation email, the newest reply would be the first one you would see and all the other emails would be compacted for a nice tidy and clean interface. Now with agent workspace though, the side conversations you have to jump to the latest message and if you don't want to see the previous emails you must hit the 3 dots to minimize them. Is there a way we can make it so that way it's automatically minimized?
View comment · Posted Apr 20, 2021 · Megan Lalock
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Megan Lalock commented,
I just enabled the ability to use child tickets today in my instance. So far, this is great but there is one issue that I wanted to see if there was a workaround for it.
If I am having to reach out to multiple departments it would be nice if I could attach the comments from another child ticket to a new one for a separate department. Is there a work around for this so I don't have to go in and copy paste?
Also- regarding the limitations for the notifications trigger: It would be really nice if we could get something that allowed us to exclude child tickets from this. Has anyone figured out a work around for this?
View comment · Posted Mar 31, 2021 · Megan Lalock
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Megan Lalock commented,
I ran into this same issue today when I was trying to create a trigger based on a customer's email address. I am truly surprised at some of the things that Zendesk doesn't support when much smaller competitors do.
The only work around I can see is adding a tag to the email of the creater user account and making a trigger that way but it's extra steps that aren't truly needed.
View comment · Posted Mar 24, 2021 · Megan Lalock
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Megan Lalock commented,
I wanted to bring up the discussion on the amount of time this takes to update in your instance. What is the average timeframe this update takes on an account that didn't have this enabled? I started my update on 3/21 and even now on 3/24 it still hasn't finished. It would be nice to know the window we would be looking at for update time in rolling this out.
View comment · Posted Mar 24, 2021 · Megan Lalock
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Megan Lalock commented,
Ria,
This is something that was a huge issue for us in the beginning of Zendesk and it took awhile to get used to. If you enable the "Zendesk Agent Workspace" it will actually allow you to create a child ticket via side conversation. Basically this creates a ticket for that specific group / entity you want to contact and this keeps the original ticket still assigned to you. When they comment on that ticket it will appear on your ticket as a private note. The agent workspace does change the layout of Zendesk slightly though so enable it in your sandbox first!
View comment · Posted Feb 09, 2021 · Megan Lalock
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Megan Lalock commented,
I wanted to comment and give this a bump! I would much prefer to have a query go out on a schedule than having to migrate one thing over to a dashboard. Please enable this functionality as it would be a lot more helpful for those of us just wanting to see a specific query each week!
View comment · Posted Feb 09, 2021 · Megan Lalock
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Megan Lalock commented,
I am chiming in with my 2 cents. I am super surprised that this is not standard functionality where we can make triggers based on an email. Besides making an organization ( which you would need to update frequently depending on the number of different emails you get from the same palce) I could only think of adding a trigger to make this happen. Regardless, this functionality should exist already. How do we get this on someone's radar?
View comment · Posted Feb 02, 2021 · Megan Lalock
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Megan Lalock commented,
I wanted to comment on the task section piece and see if anyone has any advice. For Zendesk if you mark a task to be due on a certain date, the rules for that are as follows " The due date is defined as 12pm in the account's local timezone on the date specified." What if you have someone who's shift doesn't start until after 12 though? How will they be able to see these tickets in the " My tickets due today" view if they are considered past due after 12? This seems kind of silly to me and I would like to have any ticket that is marked as a task, sit in the " my tickets due today" view until after that day has ended. How can I make that happen?
View comment · Posted Jan 27, 2021 · Megan Lalock
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