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Brian McGinley

Joined Apr 15, 2021

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Last activity Oct 27, 2021

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Latest activity by Brian McGinley

Brian McGinley created a post,

Post Feedback - Ticketing system (Support)

 

We have tickets where we would like to ask a question of a programming group or Tech Services group where we would currently have to either pass ownership of the ticket to that group and lose it from our purview. It would be beneficial to @ mention that group to have anyone of them answer a question without it becoming lost in their queue. Currently, we will @ mention each user of a group on the ticket to prompt an answer so we do not lose responsibility for the issue. 

Posted Apr 28, 2021 · Brian McGinley

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Brian McGinley commented,

CommentTicket basics

Can you @ mention a group?

View comment · Posted Apr 28, 2021 · Brian McGinley

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Brian McGinley commented,

Community comment Feedback - Ticketing system (Support)

We are trying to implement a new ticket form and have ordered new custom fields for the new print. When you read through them on the ticket creation screen they are in order and make sense. After the ticket is created, the ticket fields have been randomly thrown together and make no sense what so ever. 

It goes from 1, 2,3,4,5,6,7  to 5,3,7,6,4,2,1. We are trying to implement a feature / change request form to our clients, which we would then print to PDF and share internally for review and approval. But there is no way to read this printout with out a decoder ring. 

This is very frustrating. I am not sure why it wouldn't at least follow the fields as they were arranged in teh ticket form, which I also created in the order they are used so it's not like it is using a field ID number arranged in descending order or something, it is truly random. 

The point to upgrading our account was to be able to use multiple forms and I am not seeing a benefit to doing so now. 

Thank you, 

Brian

 

View comment · Posted Apr 23, 2021 · Brian McGinley

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Brian McGinley commented,

CommentPublishing and sharing dashboards

This is very frustrating... We had been on the Legacy Support Suite Professional and we were just upgraded to the Zendesk Suite Professional this month. Link sharing functionality was removed from Professional level and is now only Enterprise level? Perhaps in your chart of all the great things you will get if you upgrade it should include the things you are taking away. We had reports going out to all of our clients every week and now I would need to manually compile these and email them myself? So, I wasted hours of time training and reinforcing behavior with my client base to get them to used to the tools you have taken away. What a waste of my time building those dashboards. 

 

View comment · Posted Apr 21, 2021 · Brian McGinley

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Brian McGinley commented,

Community comment Feedback - Ticketing system (Support)

Hi Everyone, 

We would love to have Organization Field  an available target on a trigger as well. We have end users who belong to multiple organizations that are mainly email only users. I would like to set a trigger that, based on criteria in their description field, would route the ticket to the correct organization. 

 

Ie. If Comment Text contains One of the following words "NVCOM" Then->  perform action: set Organization to "Nevada Committee".

This is an issue because most of my clients are in government and like to have email documentation they can reference. They do not like using the website. So we have to manually change this every time they send in a ticket. 

 

Thank you. -Brian

 

View comment · Posted Mar 01, 2019 · Brian McGinley

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Brian McGinley commented,

Community comment Feedback - Ticketing system (Support)

David, Thank you! Purchased it.  

View comment · Posted Jan 15, 2019 · Brian McGinley

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Brian McGinley commented,

Community comment Feedback - Ticketing system (Support)

I know there seems to be movement on this feature as recently as last year, but it is so disheartening that this feature request is over 9 years old and still hasn't come to light. My only fear is when you finally do get the option in place it will be at the low low price of $25 per user per month for the rest of our lives...

 

That all being said, We really could use this feature for all the reasons stated above. I have Organization leaders who want to know all of the tickets their team is submitting and if they could be triggered as a CC, it makes this more fool proof than having to circle back every time. 

View comment · Posted Jan 15, 2019 · Brian McGinley

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