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Seneca Spurling

Joined Apr 15, 2021

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Last activity Feb 21, 2024

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Latest activity by Seneca Spurling

Seneca Spurling commented,

CommentUsers, groups, and organizations

Josh We have several customers who need this, and for them we've had to set them up with separate Organizations for each group. I don't like this at all, but it's the only way to achieve it. We have a small number of customers for whom it works better since there's a bunch of information in custom fields that differs between their different groups so it makes more sense to have them in separate Orgs but generally this is an unfortunate thing to have to do, as it forces us to have to have multiple Orgs that are all in support of a single 'Customer' account and that adds to the complexity of managing everything. One of the most significant downsides is that you can no longer associate a domain with the Org, so whenever you are contacted by someone new at that domain, you have to begin by establishing which group they are part of so that you can get them associated with the correct Org. This is not a great end user experience, but fortunately it's not something we have a high volume of. Usually our customers have a small set of users who contact us. But some of them prefer to have more users contacting us directly and when those require separate Orgs, it's really annoying! 

If we could create "teams" within Orgs and assign users to teams and associate permissions with teams, that would address most of this.

View comment · Posted Feb 21, 2024 · Seneca Spurling

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Seneca Spurling commented,

CommentUsers, groups, and organizations

I'm  having trouble with this, too.

I've got users at an Organization who are managers overseeing things, and they would like to have the ability to view all tickets from the organization AND add comments to those tickets (and add themselves as a CC if desired). This seems like a very common use case. Most users at an organization should have access to only their own tickets, but a small number of users should have either read-only or read-write(add comments is sufficient) access to all org tickets. The current configuration options don't appear to enable this. If I want to give the two users at this customer 'admin' access to all their company's tickets with the ability to add comments to any of them,  then I have to give that access to ALL users? 

View comment · Posted Oct 29, 2023 · Seneca Spurling

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Seneca Spurling commented,

CommentSetting up your email channel

Arianne, thank you so much! The Select an Address app seems to solve this for me! Phew! 
-seneca

View comment · Posted Oct 05, 2023 · Seneca Spurling

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Seneca Spurling commented,

Community comment Feedback - Ticketing system (Support)

Hi Shawna! Thank you for this! I will admit that I had found this page via a google search for information that might help me solve the problem, and I wasn't even all that aware that I was on a post in the "Feedback" section that might have such requirements. I wonder if it would be possible for there to be a way to more prominently share the product feedback template with folks who are adding comments on posts in this category.

I want to share here that on another thread, I was pointed to the "Select an Address" App, and this appears to have resolved the problem adequately for me! 

View comment · Posted Oct 05, 2023 · Seneca Spurling

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Seneca Spurling commented,

Community comment Feedback - Ticketing system (Support)

I have this same problem! I thought we would be able to use Zendesk with an additional inbound/outbound email address. I spent some time getting everything configured so that the tickets for this additional address would be handled differently in Zendesk. Everything seemed to be working great, but then I tested creating a ticket on behalf of a user. This ticket gets handled with the default support address, emails from Zendesk are from "Support" instead of from the additional address. This is not acceptable! And I can't seem to find ANY way to work around this. Is there something I'm missing, or is this just not possible? What good are these secondary support email addresses if you can only use them for inbound messages and can't create a ticket on a user's behalf?

View comment · Posted Sep 29, 2023 · Seneca Spurling

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Seneca Spurling commented,

CommentSetting up your email channel

I have set up an additional support address, and it works correctly in the sense that if an end user emails that additional support address, the ticket is set with "Received at" set to this additional address which lets me use triggers to ensure that all responses from Zendesk have the different formatting and handling that I need for this additional support address. This also results in the "From" address on those responses being what's associated with the additional address, which is very important. 

However I seem to have encountered a problem with my plan to use this additional support address. It does not appear to be possible for us to create a ticket on behalf of a user, and configure it in some way so that the "From" address on these tickets will be this new additional support address. If I create the ticket, it seems that no matter what I do, even if everything else about the ticket appears to be configured correctly, the messages from Zendesk associated with that ticket use the default "From" address of our support address. Am I just missing something that I need to do? I haven't found a way to have a trigger set the "Received at", nor does it seem to be possible with the API. Is there a way to achieve this, or am I going to have to abandon the effort to use an additional address? 

View comment · Posted Sep 29, 2023 · Seneca Spurling

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Seneca Spurling commented,

Community comment Feedback - Ticketing system (Support)

I need this, too. I've started using Zendesk for certain communication with customers with me directly (via a separate personal email alias that isn't my normal "work email"), not via our support address. For the most part, the customer doesn't see these communications a "tickets". They are not handled by our support team and they don't "look" like support tickets, they just look like normal email conversation. They do (because I haven't figured out a way to make this not happen, unfortunately) show up as tickets in the Help Center under "My Activities"). Anyway, I want to handle the case that someone later on that email thread adds support@ as a CC, thinking that that will open a support request. It will NOT, and our support team has requested that I NOT set up triggers that would automate creation of a support ticket in this case. So I thought instead I'd set up a trigger to at least send an autoresponse to the user, if it is outside my business hours, letting them know that if the issue is urgent and they need to contact support, they need to start a new separate thread with support@. But the only way I can see to make this work is to be able to have a trigger take action based on the presence of a specific CC.... and per this thread, I gather it's not possible. 

View comment · Posted Sep 27, 2023 · Seneca Spurling

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Seneca Spurling commented,

Community comment Feedback - Ticketing system (Support)

By not allowing us to choose the sort order, Zendesk is making it clear that they prioritize/prefer customers whose primary channel to support their customers is chat/real-time, not email.

Unfortunately for us, email is the right choice for our company's support.

It's a pretty strange thing that this isn't configurable. Why not let us change it? 

View comment · Posted Sep 23, 2022 · Seneca Spurling

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Seneca Spurling created a post,

Post Feedback - Ticketing system (Support)

See
https://support.zendesk.com/hc/en-us/community/posts/360047182454-Sorting-of-comments-INSIDE-a-ticket

I could not find an existing post in the "Feedback on Support" topic about this so I'm creating one, as I would like this, too. I'm not a supervisor, but I often have a need to review a bunch of older tickets. In this cases, I would much prefer to be reading from the oldest to the newest. When I'm actively working a current open issue, I prefer to read the most recent first - so the way it works today works fine for that use case. But every time I need to review a customer's past tickets, or past tickets that touch on similar topics, it's very inconvenient to have to begin each one by scrolling to the bottom then scrolling up.

If I could easily switch the sort order, this would enable me to quickly and much more easily switch back and forth between the mode of "working on an active ticket" and "looking at older tickets".

It would be far better for me if the solution to this enabled me to switch the display order with a simple click at the top of a ticket, rather than a per-use setting that I'd have to go to my user preferences to change. The menu where one is able to switch between Conversation and Events would be a great place for this. e.g. change it from:

Conversations
Events

to something like: 

Conversations (ascending)
Conversations (descending)
Events

-seneca

Posted Aug 04, 2020 · Seneca Spurling

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Seneca Spurling commented,

Community comment Feedback - Ticketing system (Support)

Nicole,

Thanks so much for your response. I really appreciate it. I feel heard :)

I do understand and appreciate the complexity of managing a complex software product's releases and product features.

What would really make a difference, I think, is if the company provided its customers with *some* sort of visibility into the decisions that are made. For example, if a feature request has been considered, what are the major categories of "not currently planned" reasons, that you could potentially share without it being a problem? "work required to customer benefit ratio too high", "planned for a future release bundle", "not enough customer demand", "only affects a small number of customers", "workaround is of low impact", "depends on other changes not currently planned", "will be addressed by a future release", etc. What I want to know is why THIS request hasn't been acted on in nearly 10 years. Is it because not enough customers want it? Is it because it actually would be really hard (for reasons I can not fathom but may exist) and so it depends on other future work that will take a long time to see the light of day? Is it because changes to views functionality are planned for a later bundled release and this one will wait for that? Is it that you'll never do it because the workaround seems reasonable to most of your customers?  Is it simply that only small customers or not enough customers need this? 

I guess I'm trying to figure out if Zendesk product features tend to be driven mainly by the needs of the workflows of larger customers, or if less common workflows like ours can ever get their needs addressed. When requests like this go unmet for 10 years with no explanation as to why, it's easy to assume the worst. If you don't want people assuming the worst, a little transparency goes a long way.

Which brings me back around again to thanking you for your response, which, while not actually answering my question, did really make me feel heard and gave me some hope for hearing more about the future of this request some day. It also made me realize that our team often uses views very differently from how Zendesk intends views to be used. Which makes me realize that Zendesk might provide other functionality that would better meet our needs. (or, maybe it doesn't and isn't a great fit for how our team operates). I'll look into this further and will reach out to support for further guidance as this isn't the right forum to get into those weeds. 

View comment · Posted May 15, 2020 · Seneca Spurling

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