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Bonnie Pohlschneider
Joined Apr 15, 2021
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Last activity Nov 22, 2024
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Latest activity by Bonnie Pohlschneider
Bonnie Pohlschneider created a post,
There are times when Zendesk uses its logic to determine if a comment should be public or private but then it assumes incorrectly and we as agents would like to undo its guesswork. We've read the articles about changing comments from Public to Private, but never the other way around.
For example, we have a request with one requester and three CCs. All four people are actively involved in the request and need to be copied on all emails. One of the CCs hits Reply instead of Reply All, and Zendesk assumes that means the CC didn't want the rest of the requesters to know about their response. Ergo, the comment is marked as Private. It makes total sense, right?
Except in this case, it was simply human error. Now, we have comments on the ticket that only an agent can see and the others are not being kept in the loop. The tread of the email conversation has been degraded because several messages are no longer visible. And asking the CC to resend their message as a Reply All seems like a CX faux pax.
Yes, we have the option to switch a public comment to a private, but it would be nice for agents to have the ability to flip it the other way around.
Edited Nov 22, 2024 · Bonnie Pohlschneider
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Bonnie Pohlschneider commented,
+1 on this functionality. The button wording is very clear that their request will be closed, but requesters don't always realize that is what they are doing. If we had a notification sent to the requester, it would give them the opportunity to reply to the message and reopen the request if needed.
View comment · Posted Oct 18, 2023 · Bonnie Pohlschneider
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Bonnie Pohlschneider commented,
Thank you for your input Milena Rusanova GfK. The legality of sending personal information to the wrong address is why we have refrained from bringing additional agents into our instance. It's hard to bring an HR team into the product when they cannot 1) know which email address initiated the conversation and 2) be guaranteed they are communicating with the address that initiated the communication.
If this could be addressed, we would buy more product licenses and onboard more agents.
View comment · Posted Dec 09, 2022 · Bonnie Pohlschneider
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Bonnie Pohlschneider commented,
We find it interesting that the date on this post now reflects when it was updated (not when it was created), and the comments have been truncated to begin in Feb 2021. This issue has been going on since before March 2022 and many of the older comments are missing from the thread. Are we trying to make it look like this is a more recent request? Because it's not. Our company started using Zendesk in 2020 and this particular post was 4 years old at that time!
View comment · Posted Dec 09, 2022 · Bonnie Pohlschneider
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Bonnie Pohlschneider commented,
I agree with Meri Miettinen on their response "Another problem with this that we faced recently was that customer wrote the words Out-of-office to the header of the email, so the viable ticket got suspended".
We support our internal employees and someone was having problems configuring their OOO message. Their email subject had the words Out of Office in it and the initial request, along with all of their subsequent replies, got hung up in Suspended tickets.
@..., there seems to be quite a bit of interest in this topic. The original post was in 2018 and multiple people have chimed in. What do we need to do to generate "a lot of interest" so the feature is examined for implementation?
View comment · Posted Jan 24, 2022 · Bonnie Pohlschneider
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Bonnie Pohlschneider created a post,
2020-11-12 We have been struggling with issues surrounding primary and secondary email addresses for our end-users. There is a ZD Support thread here that looks like the issue has been going on for over 4 years now, and I haven’t seen a workaround or fix published.
Here’s our backstory…
In our configuration, we do an export out of our HR system each night and upload that to Zendesk to populate email addresses for our employees. Each employee should have a company-issued email address and a home email address on their profile. The API sets the company email address as primary and the home email as secondary.
The problem we have been running into s has been that our employees will email us from their home email stating that they cannot access their company email. When we go to respond, Zendesk sends the notifications to the primary address on file, which is the email they do not have access.
We realized the issue after several upset employees complained that we never responded to their requests. Their words were, “If I email you from my Gmail account, you should respond to my Gmail account.” We couldn’t agree more.
So then our agents started adding the employee’s Gmail address into the CC field, thinking it would send the notification to both addresses. Unfortunately, Zendesk is too smart. It knows the Gmail address is assigned to an existing user and only emails the primary company address.
We then discovered that we could switch the primary email address on the fly however our agents do not have access to modify customers. We do this because all customer data should be coming through the API. We further secure our instance by allowing only those customers created through the API to submit a request.
We always want a notification to go to their company address for tracking and communication purposes. Our dream would be for Zendesk to message all email addresses on file every single time. We would settle for being able to message both the primary and secondary on a ticket-by-ticket basis.
After raising the issue to Zendesk support, they recommended two workarounds...
- To treat the secondary email address as email Targets and then notify those Targets through Triggers (not the most convenient considering the high number of users we are talking about here).
- The other thing would be creating a new user profile using that secondary email address.
Option 1 isn't an option when we maintain thousands of customer records. Option 2 is technically possible but creates another issue. Here is why...
When we receive a ticket, it is auto-assigned to that single person record. Our agents then look at that person's record to get a history of their previous requests. They look for things like:
- Have they requested the same thing before?
- What did we do last time?
- Was that issue resolved, or did it bump-bump-solve?
If we were to create a different person record for every single email address on file, the agent lookup functionality would become much more difficult. We would need to search across multiple people records instead of it being housed within one record.
It would also detract from our reporting capabilities since management looks at things like top requesters and an individual’s request history. Since we have several departments inside of Zendesk, it helps us get a better picture of how often someone is reaching out for help which, in turn, shows us where we need to do more training for our employees. Splitting our employees into individual records for each email address would skew things like top requester and require extra effort to view a person’s history.
If we could send mail to all addresses, or even CC the secondary address, this would resolve a pain point for our agents and a major communication breakdown for our employees.
2022-12-09 This is still an issue Zendesk. Please help us help our customers.
Edited Dec 09, 2022 · Bonnie Pohlschneider
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Bonnie Pohlschneider commented,
+1 from my team as well. Seeing as how this has been going on for 2 years it seems like we need to get this brought to someone's attention. Do we have anyone from Zendesk who can offer an escalation path?
View comment · Posted Sep 04, 2020 · Bonnie Pohlschneider
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Bonnie Pohlschneider commented,
Our company is too small to house an internal development team and that price tag is outlandish for us as well Beth. We haven't broached the API subject but I'm also interested if anyone else has accomplished this.
We have a new use case where we need to routinely add/change roughly 200 location records (name, street address, etc). This data already lives in another piece of software and I'd love to eliminate the need to re-key something that another department is already doing.
View comment · Posted Apr 16, 2019 · Bonnie Pohlschneider
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Bonnie Pohlschneider commented,
That's awesome Graeme! It definitely helps for the initial upload.
I realize that we'll end up going the route of the API for constantly changing data but that's a bummer for small companies who don't have developers on staff. We'll end up needing to hire a development firm to do this work for us.
Just wish there was an easy wizard driven interface that an entry level administrator could use and avoid the API's all together.
View comment · Posted Apr 01, 2019 · Bonnie Pohlschneider
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Bonnie Pohlschneider commented,
I agree Judd. When we already have the data in a spreadsheet, there should be an easy way to import that into the system. Eliminates human error and makes our lives easier :)
View comment · Posted Apr 01, 2019 · Bonnie Pohlschneider
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