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Monica

Joined Apr 15, 2021

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Last activity Feb 11, 2025

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ACTIVITY OVERVIEW

Latest activity by Monica

Monica created a post,

Post Feedback - Ticketing system (Support)

Overview

As a Zendesk administrator or process manager, I would like to see timestamp changes from day of week (if in the past 7 days) to the date and time and follows as you scroll for longer updates.

 

Problem Addresses

Some ticket creations or updates result in long streams and scrolling back and forth to remind of the time. The relative time while not difficult to overcome takes unnecessary time to convert. Copying and pasting into another document results in the relative time rather than the information available when you hover over it which is more accurate. For example, if a date was 5 days ago but it spans a month change, you now have to remember how many days were in that month to accurately know the date.

 

Frequency

Around once a week when reviewing times for issues or confirming order of actions taken by a person. 

 

Workaround

None. Living with it.

 

Solution

The timestamp for the event follows as you scroll until you reach the next event.  The timestamp being the date and time rather than relative time could be visible on event log, determined by an account settings, or by a profile setting. I understand some people may like the relative time, so being able to control it is optimal, but the fixed time seems most useful when auditing ticket events.

 

Posted Feb 11, 2025 · Monica

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Monica commented,

Community commentZendesk EAP - Article Multiplacement

 

Ideally, the articles only show internally and in promoted articles once since it's a single article that's shown in two places.

 

https://roblox.zendesk.com/knowledge/editor/01JK7AMP1ZVT9T8YVE39H0CTM3/en-us?brand_id=325214
https://roblox.zendesk.com/knowledge/editor/01JK79WA7NAXVHVGQYFHJ5KAYD/en-us?brand_id=325214

 

How do I turn on Voice Chat? is promoted and is showing twice.

View comment · Posted Feb 08, 2025 · Monica

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Monica created a post,

PostZendesk EAP - Article Multiplacement

When an article is placed in multiple sections and promoted, the article shows up in the promoted articles section multiple times. In our situation, it was added to a second section and now shows in promoted articles twice.

Posted Feb 04, 2025 · Monica

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Monica commented,

Community comment Q&A - Reporting and analytics

Agreed that this would be a useful feature to better maintain and audit reports.

View comment · Posted Jan 14, 2025 · Monica

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Monica commented,

Community commentZendesk WFM EAP - Create Combined Workstreams

The limitation to 10 workstreams is creating an issue for how to combine them. We want to retain separations for forecasting/staffing planning while combining for agent schedules.

View comment · Posted Jan 14, 2025 · Monica

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Monica commented,

Community commentZendesk WFM EAP - Create Combined Workstreams

This is a current issue we're facing with figuring out how we could combine workstreams within the limitations but the different expectations for different teams paired with the number of workstreams limits is causing issues.

View comment · Posted Jan 14, 2025 · Monica

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Monica commented,

Community comment Feedback - Ticketing system (Support)

This data improvement is essential for us. 

View comment · Posted Nov 26, 2024 · Monica

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Monica commented,

CommentMeasuring success

Is there a way to configure what displays in the {{satisfaction.survey_section}}?
 

We cannot have users log into our Zendesk instance so {{satisfaction.survey_section}} is not usable due to the ticket link, but the update of the question within the email is fantastic and one of our CSAT requirements. 

We're not able to use the ticket brand placeholder in the survey segments which would be beneficial.

View comment · Edited Nov 26, 2024 · Monica

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Monica commented,

CommentTeam members and groups

Is there a way to remove a default group from the account once one is set?  Our diverse workflows means there's no true group that everyone should be in.

View comment · Posted Oct 18, 2024 · Monica

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Monica created a post,

Post Feedback - Help Center (Guide)

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

I would like for the tickets created by agents flagging articles in th Knowledge feature to automatically have the article ID or language agnostic URL populated in a field. This would help the knowledge management team prioritize and sort feedback from agents in tickets rather than just in data.

 

What problem do you see this solving? (1-2 sentences) 

We have implemented agents providing feedback when they downvote an article which provides us with the article URL. The knowledge management team finds this incredibly helpful for organizing their work. Right now there are two sources for feedback and we'd like to consolidate into one.

 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

This happens daily when agents provide feedback. 

 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

The team is sorting their view by URL and thus prioritizing non-in-line feedback from agents.

 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

When a ticket is created via the Knowledge feature feedback, the article's ID and/or language agnostic URL is stored in a ticket field. This data is available in the attributes in Explore but not on the ticket.

Posted Sep 24, 2024 · Monica

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