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Amie Brennan's Avatar

Amie Brennan

Joined Apr 15, 2021

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Last activity Jan 24, 2025

Solutions consultant for SuccessCX - Australia's #1 Zendesk Master Partner

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ACTIVITY OVERVIEW

Latest activity by Amie Brennan

Amie Brennan commented,

Community commentZendesk EAP - Sandbox Configuration Management

That looks like a nice layout there in the screenshot. 

 

Q: Can an admin save a snapshot, and then edit it and save it again as an update to that snapshot? 

 

If yes… i'd recommend adding in an “updated” column, which reflected the date/time of the most recent update to the snapshot. - Off the back of that it's also going to need to be recorded somewhere, whether inside this section or in the account audit logs, the name of the admin who made the update + date/time etc. 

View comment · Posted Jan 24, 2025 · Amie Brennan

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Amie Brennan commented,

Community commentZendesk EAP - Sandbox Configuration Management

hey Carl Joseph 

 

You're most welcome. Some updates below for you. 

 

History : would it show in the existing audit log when someone has initiated a snapshot?  Snapshots are cool, but i'm more thinking… if there are multiple admins on the account for auditing purposes, it would be good to be able to see somewhere who initiated the snapshot and who saved it. If that will show in the existing audit log, then awesome. Otherwise I think its a worthy ad, other Admin 1, won't know if Admin 2 iniated a snapshot and at what time etc. 

 

Exports: The ability to export and import would be fab. Context: Some admins on the account may not be super technical i.e API minded and their dev resources live outside of ZD or could be a 3rd party. So they could export a snapshot config, provide the file to the dev, the dev can do whatever they want and then give it back to the admin to import back into the account. 

 

Side note: Imports & Exports would be amazing for ZD partners to utilise to push in pre-built config. 

View comment · Posted Jan 23, 2025 · Amie Brennan

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Amie Brennan created a post,

PostZendesk EAP - Sandbox Configuration Management

Hey Team and 1264158221429,

 

I've been playing around with the new EAP this morning and i've come across some things which I think should be included into this feature. I've listed them below for us:

  1. First message: When you first select an environment to select, there's no indication that it's “gathering the environment information”. It would be nice if there was a little message that said “We're compiling your environment information for you now”. 
  2. History section:  where you can go to view a history of the environment refreshes & who initiated them
  3. Export ability: The ability to export the inspection results to a json file - this can be used in many various way. 

Just to start with these would be a lovely addition to phase 1 here. As I know there are 3 more phases. Referring to the phase list below here. 

  1. Inspecting Your Configuration (Available: NOW)
  2. Saving a Version of Your Configuration (Available: February)
  3. Comparing Versions (Available: May)
  4. Deploying a Version (Available: July)
     

Looking forward to seeing this product grow. Fab addition and well done team. :)

 

Best,

 

Amie

Posted Jan 21, 2025 · Amie Brennan

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Amie Brennan commented,

Community comment Q&A - Help center and community

hey Randy Carlson 

 

I’m sorry to hear about the challenges you’ve been facing with getting in touch with your sales rep. I work for a Zendesk Partner and we'd be happy to help you with your questions so you can keep moving forward with Zendesk. Feel free to reach out to us at support@successcx.com so we can help you with your ZD questions if you like. :)

 

Side note: the majority of sales reps are currently at a sales kick off this week and their responses are generally quite delayed during this time. 

 

Best,

 

Amie

View comment · Posted Jan 14, 2025 · Amie Brennan

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Amie Brennan commented,

Community comment Q&A - Help center and community

hey David Wexelblat 

 

Yes you are missing something. Check out this guide here on creating templates for knowledge in the HC. 

 

https://support.zendesk.com/hc/en-us/articles/4408828223898-Creating-templates-for-Knowledge

 

Hope this helps. :)

View comment · Posted Jan 09, 2025 · Amie Brennan

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Amie Brennan commented,

Community comment Feedback - Developer Platform

Hey Alex, 

 

That theme is a few years old and is most likely built on the old template. It may need updating before you attempt to use it. 

 

Secondly - all of these colours, are from the ZD Garden Color Palette which you can check out here: https://garden.zendesk.com/design/palette

 

I know this doesn't entirely answer your question, although I hope it does help in some way. :)

 

 

View comment · Posted Jan 06, 2025 · Amie Brennan

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Amie Brennan commented,

Community comment Feedback - Ticketing system (Support)

Hey Jamie Tucker 

 

I totally agree with you here. Feel free to update your post with the below. 

 

Tatiana G. Are you able to comment on this at all and why the comments were hidden away in the events? It now takes twice as long for a ticket to be assessed. 

 

 

----------------------------------------------

 

TITLE: Allow CSAT comments to be visible on the ticket like they are for Legacy CSAT. 

 

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)

 

To provide context: 

  • Legacy CSAT = The Rating + any comments were visible at the top of the ticket
  • New CSAT = Any CSAT comments are only accessible within the ticket events. 

Request: 

 

  • Allow the new CSAT feature's comments to be visible at the top of the ticket like they do for Legacy CSAT.

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

 

The extra time consumed to now actually read a comment. With Legacy CSAT you could hover over the ticket, see the rating and the comment without going into the ticket. 

 

Now you have to click into the ticket, click into events, and then search for the comment you are looking for and how do you even know a comment has been submitted unless if you go and look. 

 

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)

 

Every Day

 

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

 

There is no workaround except to use explore reporting. This is something that Agents & Team Leaders need to see easily visible on the ticket. 

 

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

 

Add the same legacy CSAT function into the new CSAT feature. 

View comment · Posted Jan 06, 2025 · Amie Brennan

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Amie Brennan commented,

Community comment Q&A - Help center and community

Hi Paulo, 

 

There's no way to hide the agents name in Messaging. However you could get every agent to setup the same Alias on their agent profile page with the same profile icon. 

 

When the agent responds to a Messaging conversation - the customer will just see the Alias name which is set, and not the agents full name on their profile. 

 

See - Adding an agent alias

 

Hope this helps. :)
 

View comment · Posted Jan 06, 2025 · Amie Brennan

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Amie Brennan commented,

Community comment Feedback - Chat and Messaging (Chat)

hey Kris, 

 

ZD just released this feature - you can check it out here: https://support.zendesk.com/hc/en-us/articles/8549072155802-Announcing-a-new-trigger-condition-to-manage-messaging-tickets

 

Hope this helps. :)

 

Best,

 

Amie

View comment · Posted Dec 17, 2024 · Amie Brennan

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Amie Brennan commented,

CommentUsing legacy AI agent functionality

hey Mohammed CW 

 

It's 10 mins by default. However there is a new feature which allows customer to start more then 1 convo for additional queries. It's called the multi-conversation feature. I'd recommend turning this on if you haven't as it sounds exactly like what you're looking for here. 

 

Check out the guide here: https://support.zendesk.com/hc/en-us/articles/8008427696410-Allowing-multiple-messaging-conversations

 

Hope this helps. :)

View comment · Posted Dec 17, 2024 · Amie Brennan

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