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Craig Bailey

Joined Apr 15, 2021

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Last activity Nov 06, 2024

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ACTIVITY OVERVIEW

Latest activity by Craig Bailey

Craig Bailey commented,

CommentTicket basics

I do agree that auto-tagging tickets from the top 100 tags is strangely not efficient. Most ZD installations are probably very much like us using many custom fields and tags that greatly skew the pool of top tags. That's a very bad design. 

What we really want is to pin a few very specific tags that are always searched and applied on a new ticket. In our case, we're a software vendor. Anytime the word “crash” is seen in a new ticket, we want it auto-tagged by the system and take alternate actions. In fact, it seemed that it used to work this way years ago, but the current method doesn't allow anything like this. I'm not really sure what the value of auto-tagging is today with the current method. 

View comment · Posted Nov 06, 2024 · Craig Bailey

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Craig Bailey commented,

Community comment Feedback - Ticketing system (Support)

Correct, the followers did not receive any emails, and we did not see any events in the ticket event log that they were emailed.

 

Our original trigger (probably out of the box 8 years ago) simply sent a notification email to the assignee. But we'd like to ensure that we can get all followers notified. 

 

 

View comment · Posted Oct 22, 2024 · Craig Bailey

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Craig Bailey created a post,

Post Feedback - Ticketing system (Support)

We recently had a ticket reopened with the original assignee was out of town, and the response was missed by a few days. However, there were followers on the ticket. While reviewing our trigger actions to better address this, we found that the followers are not an option in any of the trigger actions, specifically email to followers. Can this be added to the triggers for full notification functionality?

Edited Oct 21, 2024 · Craig Bailey

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Craig Bailey commented,

Community comment Feedback - Ticketing system (Support)

We're now the next victim and forced to turn on Agent Workspace which will take us backward with conversation views 30 years. (Email chains have been newest first for at least that long).  This is a non-starter with our agents and I've put it off as long as we could. Very little Zen in our lives now. 

"Zendesk customers who have moved to Agent Workspace are seeing 20% faster response resolutions on average."  -- they'd probably be 40% faster if they weren't scrolling through long email chains to get to the bottom.

We're an email only support shop, and having conversation views upside down old to new is just unacceptable. Zendesk has quite defensively (and arrogantly in my opinion) denied that this is a proper view only because it might involve other channels. What? Scrolling to the bottom of long communication chains is faster? There is no excuse that a configuration can't be made to flip that view when it's only email. I doubt anyone at Zendesk reads their email chains oldest to newest every morning. (Gmail even gives you a choice.) To pretend this is a modern conversation method is pure gaslighting.

This is our last straw after having a grandfathered plan pulled from us this year with a massive price increase (which broke all our trust going forward). We've begun the process of replacing ZD in 2024 if they can't come up with some solution. I won't start on the internal/public comments change either, which will be hated by all my agents. Again, add a simple configuration option and disable the new behavior for those that don't want it. I miss the original Zendesk company.

View comment · Posted Nov 15, 2023 · Craig Bailey

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Craig Bailey commented,

CommentTicket management

I used to be able to see the email notification contents. But lately, I'm only seeing the email template? Has this changed? A bug? Do I not remember correctly?? 
For example, clicking the #20079185790995 link shown here, gives the dialog below.

View comment · Posted Aug 30, 2023 · Craig Bailey

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Craig Bailey commented,

Community comment Feedback - Ticketing system (Support)

We're seeing this behavior more and more ourselves. and it's random to the point I've advised all agents to not use it for now as vital communications are being missed.

Just this week I have two critical "mentions" in private notes that  were 

a) Not added as a follower.

b) They were NOT NOTIFIED by email. The mention remains is in the private note, but no record of notification when I look at ticket events.

View comment · Posted Mar 04, 2021 · Craig Bailey

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Craig Bailey commented,

CommentManaging your email

This is confusing as all get out. I don't understand why this is such an issue or important? It says add our agent's email address to the whitelist? We are configured such that any external emails to an end user ticket are all forced to go through our domain via the ZD interface (not via agent email). So how could they possibly be out of sync with the reply-to? 

I beginning to get agents flagged and no idea why are how after several years of usage. And now attachments blocked. This is all very very will-nilly it seems.

Much more deeper detailed explanations please.

View comment · Posted Feb 22, 2021 · Craig Bailey

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Craig Bailey commented,

Community comment Feedback - Reporting and analytics (Explore)

Yup, we just bumped into this limitation today as well. It is a really important field for us and reports would provide extreme business value.

View comment · Posted Jan 26, 2021 · Craig Bailey

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Craig Bailey commented,

Community comment Feedback - Reporting and analytics (Explore)

We have the same issue. We need to identify organizations whose support renewal is due. However, they may not have submitted any tickets. We could do this with Insights/GoodData. It's frustrating that they've tied the organization/user data exclusively to tickets, when it would be extremely valuable as a separate reporting silo.

View comment · Posted Aug 04, 2020 · Craig Bailey

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