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Greg Bakken

Joined Apr 15, 2021

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Last activity Oct 22, 2021

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Latest activity by Greg Bakken

Greg Bakken commented,

Community comment Feedback - Ticketing system (Support)

Re-adding my request in this thread that we can see some kind of movement in the Zendesk product to address.  At the onset, the need for the security feature was entirely valid in the product, but the customer admins need a method to be able to provide visibility or action for our agents or we risk giving our customers a bad support experience.  It would be great to see some perspective from the Zendesk Community Manager or Product Manager on this topic - with some hope for enhanced functionality for the Zendesk customers.

View comment · Posted Feb 06, 2020 · Greg Bakken

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Greg Bakken commented,

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Nicole, how many comments or likes are needed to get this on the radar?  Does it have to be unique companies only to qualify?

View comment · Posted Nov 27, 2019 · Greg Bakken

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Greg Bakken commented,

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yes, we are seeing this as well.  since others on the cc: are not seeing their teammates' cc, then we respond to the internal comment without the others having any perspective, it leads to customer confusion.  would really like to get this worked out in the product :-)

View comment · Posted Aug 26, 2019 · Greg Bakken

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Greg Bakken commented,

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We have an inconsistent work-around for this problem.  Pre-pend the ticket subject with On-Hold: or On-Hold: Reason, then the rest of the subject.  Yes, this is manual and no, it still doesn't solve the big red "Open" icon problem, but it may alleviate it somewhat.

Since it does not seem this will get taken up by Zendesk, any app developers out there want to crack this open and build an app?  I'm sure people would be willing to spend a few dollars for such a thing.

View comment · Posted Aug 07, 2019 · Greg Bakken

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Greg Bakken commented,

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Touching up this thread to see if the Zendesk product team has any thoughts on this dilemma.

View comment · Posted Feb 13, 2019 · Greg Bakken

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Greg Bakken commented,

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Freshening up this thread to see if there may be uptake of this feature request into the product.  Again, from what I can tell, it should be a really easy modification.

View comment · Posted Feb 13, 2019 · Greg Bakken

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Greg Bakken commented,

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Just touching-up on this thread since the last official update was in April this year mentioning the beta, but nothing thereafter.  Since this was critical to our business, we bought the Carbon Copier app from Avi which works great. 

I did want to find out if there was any progress on the actual product feature - the note from product team was in April, but nothing thereafter.  Was the beta abandoned?

I saw another thread mention that age of the request should not mean it prioritizes the request any higher, but it seems based on the high degree of interest and feedback, it should become native functionality.

View comment · Posted Nov 27, 2018 · Greg Bakken

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Greg Bakken created a post,

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https://support.zendesk.com/hc/en-us/community/posts/360000894848-How-can-an-end-user-add-an-internal-note-to-a-ticket-

 

Please review the thread above.  We need to be able to notify users who submit replies to tickets which end up in internal comments vs. public comments based on the Zendesk security change earlier this year.  This is causing issues with our customers.

 

2 problems: customers do not know their reply was received by Qubole and it does not trip any SLA clock start for next reply SLA's.  The main issue is when the customer adds a cc: to the ticket which is a distribution list, but the person replying is not registered as the requester or cc: in the ticket to their direct email address.

 

We should be able to do one or more of the following:

1. Auto-reply to user that their reply was registered in zendesk as an internal comment since their email address was not registered on as the requester or cc: member of the ticket list

2. Allow agent to be able to change the comment from an internal comment to public comment, thereby allowing other users to see the public comment and the time it was registered.  It should be noted that any SLA's for this could not be "backported to the timestamp of the comment"

3. Allow agent to "hot-add" the person replying to the cc: list so future updates will be public comments

Posted Nov 06, 2018 · Greg Bakken

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Greg Bakken created a post,

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Currently today, in Zendesk views, you can add the column for last updated by and the value is either "End User" or "Agent" . This is helpful and we are currently using this, but...

What we are looking for is to be able to use this as a View condition so we can update our view to have only tickets updated by End User vs. having both, then grouping, sorting, etc.  So adding a "Meet all of the following conditions" or "Meet any of the following conditions" would have a choice called "Ticket:Latest updater type (agent/end-user)" with the choices "Agent", "End User", "All"

The primary use case is when we have a person call in sick or one of our support locations on holiday where we do not want to list them OOO and bounce their entire queue out to the open ticket queue.  That ends up causing a lot of chaos to eventually find, assign or re-assign back to the original assignee.  Also adds ticket open time to the agent unnecessarily.

Please consider accordingly, seems like a fairly easy feature implementation.

Posted Sep 17, 2018 · Greg Bakken

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Greg Bakken commented,

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+1 from us as a service provider.  we should not require agent licenses for our end-users to be able to add them as a cc recipient.  the manual work for this action is unfortunately pretty painful

View comment · Posted Dec 08, 2017 · Greg Bakken

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