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Nathan Purcell

Joined Apr 15, 2021

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Last activity Jul 10, 2023

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ACTIVITY OVERVIEW

Latest activity by Nathan Purcell

Nathan Purcell commented,

Community comment Feedback - Ticketing system (Support)

I'm 100% with Jordan Moore here. 

My organisation comprises dozens of brands with hundreds of agents in teams around the world. Our agents are cross-trained so the number of queues is a multiple of the different brands AND services therein. 

Zendesk shouldn't try to dictate how we use the system; they should be listening to feedback and adapting. If we choose to do so in a "non-optimal" way then that's for us to decide. 

View comment · Posted Jul 10, 2023 · Nathan Purcell

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Nathan Purcell commented,

CommentUsing themes and customizing your Help Center

To echo Hamish, can more details be added on the limitations in the manifest file? 

Receiving an unhelpful message that reads "The property '#/settings/0/variables/X' of type object did not match any of the required schemas" doesn't give us much to go on. 

The limit will be known to you, so adding docs should take a couple of minutes, not months. 

 

Edit to add, the length of descriptions, labels etc. is not flagged by ZAT, so I hope you can understand the frustration that a limit is only being imposed at the last step. 

View comment · Edited Mar 23, 2023 · Nathan Purcell

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Nathan Purcell commented,

CommentTicket basics

Welcome to Zendesk Cat, where the documentation is either missing, just plain wrong or there's some unusual edge case that affects 99% of the users 🤷 🙄

View comment · Posted Mar 16, 2023 · Nathan Purcell

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Nathan Purcell commented,

CommentUsing themes and customizing your Help Center

Why can we not inject dependencies to the document_head (or the out-of-reach area of the head)? 

It makes adding custom styling and working with frameworks (Bootstrap, Tailwind, Foundation) incredibly difficult and leads to a massive over use of !important declarations. 

View comment · Posted Mar 01, 2023 · Nathan Purcell

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Nathan Purcell commented,

Community comment Feedback - Apps and integrations (Platform)

The group to which the ticket is assigned. The "assignee" option in the left hand column. 

View comment · Posted Feb 17, 2023 · Nathan Purcell

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Nathan Purcell commented,

Community comment Feedback - Apps and integrations (Platform)

Nice! 

Got to say though, "Automatically use the correct email sender, depending on the agent's user group" is close, but no cigar. 

If you can work it based on the ticket's group then you win. 

View comment · Posted Feb 17, 2023 · Nathan Purcell

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Nathan Purcell commented,

CommentUsing themes and customizing your Help Center

Colleen, that CSS isn't targeting those divs as they don't have the class "block-list-item". 

In your CSS, replace ".block-list-item" with ".custom-block" and it should work. 

 

View comment · Posted Jan 18, 2023 · Nathan Purcell

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Nathan Purcell commented,

Community comment Feedback - Ticketing system (Support)

Salvador Vazquez can we have an update please? 

View comment · Posted Jan 18, 2023 · Nathan Purcell

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Nathan Purcell created a post,

Post Feedback - Ticketing system (Support)

As per the title, why does the Zendesk API not offer side loading on each entity that has a FK attribute? 

Working example that I noticed today: CSAT ratings

CSAT ratings have FKs for assignee, group, requester and ticket but there is no side loading available

Why?

This is only one example. I have personally found more, I am quite sure there are lots of others. Why not just offer side loading for everything with a relationship? 

 

Edited Nov 15, 2022 · Nathan Purcell

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Nathan Purcell commented,

Community comment Feedback - Ticketing system (Support)

Is there a cost to that Fredys? The only pricing I could find appeared to be for the Helpdesk product. 

It's a pretty poor testament to Zendesk that such a simple request was overlooked in the first place, it's taken over a year to get to this point (which is of course, no movement), and that the next best option is what looks like a very costly third-party app.

Even a free third-party app inevitably means workarounds and unpicking said workaround when Zendesk finally come up with a solution (if one comes at all). 

View comment · Posted Nov 07, 2022 · Nathan Purcell

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