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Mark Leci

Joined Apr 15, 2021

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Last activity Feb 20, 2024

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ACTIVITY OVERVIEW

Latest activity by Mark Leci

Mark Leci commented,

CommentHow to fix issues in Zendesk messaging

@lee - you would need to enable continuous conversations - https://support.zendesk.com/hc/en-us/articles/4408829095706-Allowing-customers-to-continue-their-conversation-over-email?page=2#comments.

The problem with this is that it's all or nothing. You can't force a new conversation if it's a totally new topic without using API custom code (at least this was the issue we ran into)

View comment · Posted Feb 20, 2024 · Mark Leci

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Mark Leci commented,

Community comment Feedback - Reporting and analytics (Explore)

From what I've observed, the issue is not that explore uses the name as a unique identifier. That would be extremely odd design. The issue is that renaming the group creates a brand new group instead, and that new group isn't consistently used elsewhere in zendesk. In support it gets replaced with the new group, but in explore it does not. This is both inconsistent behaviour but also extremely risky because there is no notification that you'll have to update every report and metric using the group, or how to find them. We've avoided renaming our groups for about two years now due to this bug.

View comment · Posted Oct 19, 2023 · Mark Leci

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Mark Leci commented,

Community comment Feedback - Ticketing system (Support)

I would challenge this assumption. Why do you have so many forms? My guess is that this isn't necessary, and instead you could set the form automatically based on a small number of key questions.

View comment · Posted Oct 19, 2023 · Mark Leci

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Mark Leci commented,

Community comment Discussion - Success with Zendesk

That makes sense for sure. What are your requirements for this function? Do you need it to be reportable via zendesk? Does it have to be linked to the ticket? Would you prefer a form or something that's free text? Also is the root idea here collecting suggestions on how to improve your product, how to train agents, how to help specific clients, improve processes or something else (or all of these!)

I have a few ideas but it would be helpful to know what your definition of success is here. Sorry for all the questions haha.

View comment · Posted Oct 19, 2023 · Mark Leci

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Mark Leci commented,

Community comment Feedback - Ticketing system (Support)

Natalie Fischer I think you can actually do this today. I believe this is how it would work

1. Create a custom date field for reminder date 

2. Add the field to a ticket form and make it required on pending

3. Create an automation that reopens the ticket if the reminder date is within the previous x days (I've used 10,000 for this just in case someone happens to set the date way in the past by accident)

View comment · Posted May 05, 2022 · Mark Leci

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Mark Leci commented,

CommentSetting up Explore

There's some misleading terminology used here that has been causing problems for my team. 'Create Reports' allows users to create queries, which implies that queries are reports. That makes sense because the query is the actual data. But 'view reports' doesn't allow people to view queries. 

In fact there is no way for me to give access for people to view queries, if I want to let someone see a query, I have to add it to a redundant dashboard, which just adds to the already cluttered list of Explore reports and dashboards. 

View comment · Posted Apr 21, 2022 · Mark Leci

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Mark Leci commented,

Community comment Feedback - Ticketing system (Support)

@... sorry I missed this - thank you for your reply! 

It would be pretty much that criterion that determines if a trigger is safe to remove, which is the reason this is a problem for us because we don't currently have another way to determine which triggers likely aren't being used and can be cleaned up. I can't imagine with our use case that a trigger that hasn't fired for a year is useful to maintain, although I'm sure that's not the case for everyone

View comment · Posted Mar 21, 2022 · Mark Leci

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Mark Leci commented,

Community comment Feedback - Ticketing system (Support)

It would be great if this could be implemented sometime soon. Since switching to the agent workspace this has been our biggest source of agent complaints. The default view simply doesn't make sense for support tickets. 

View comment · Posted Mar 11, 2022 · Mark Leci

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Mark Leci commented,

CommentExplore recipes

RJ Hines I might be wrong, but I think your graph above is the same problem I'm running into, which is that instead of 'tickets created or solved on x date' you have 'tickets created on x date that were also solved'. This has been a problem for me because what I want is 'all the tickets that were created or solved on x date', i.e. the delta. If I try to do that using the ticket created date it's wrong as noted, if I use the 'date updated' the graph shows maybe 5x as many tickets for last week as it should. I haven't yet been able to figure this out. 

View comment · Posted Nov 29, 2021 · Mark Leci

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Mark Leci created a post,

Post Feedback - Reporting and analytics (Explore)

We have a variety of teams using Zendesk which sometimes means renaming groups. This causes significant problems in Explore:

  • Renaming the group looks seamless in support, but in Explore it seems to actually create a new group
  • All reports based on the renamed group stop working as soon as the change is synced to Explore
  • There is no way to identify which reports might be using the group 
  • Explore doesn't have any options to bulk edit, replace, save a search or even open a query in a new tab so for every report I need to search, open the query, edit it and then repeat. Based on the search I just did I need to update 253 reports as a result of renaming a group, which is going to require a lot of manual effort

Posted Sep 15, 2021 · Mark Leci

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