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Mindy B's Avatar

Mindy B

Joined Apr 16, 2021

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Last activity Mar 05, 2024

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ACTIVITY OVERVIEW

Latest activity by Mindy B

Mindy B commented,

Community comment Feedback - Ticketing system (Support)

I agree - Home Dashboard has created more issues than help for our teams. We use Views by default. We have many agents who go to the Home view and work tickets that they should not have access to (assigned to another brand or group that the user is not part of). When a user is working a ticket that is not part of their group, it can create several additional issues due to incorrect responses due to lack of training / understanding on the issue. While we do train them not to use this view at all, some do come across it and work tickets before realizing the issue. 

The Dashboard does have some usability, but should only show the user tickets that are assigned to them, their group, or have them as a CC or requestor. Any ticket that is otherwise not associated to the user should not appear in this view. 

Showing the updates on tickets they are part of, but not assigned (such as the requestor or being CC'd) is the most useful feature as we do not use email updates due to there being too many to manage. 

View comment · Posted Dec 18, 2023 · Mindy B

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Mindy B commented,

Community comment Feedback - Voice (Talk)

Hi Sean, During the last outage, we were still getting calls, but we could not answer them. So the callers were getting our greeting and IVR's etc, but then they were just sitting in queue essentially. If we could update the greeting across all lines that we are having connection issues and may not be able to answer and suggest emailing or something, that would at least set the expectation for the member and they would be less likely to sit in queue for as long. 

View comment · Posted Jun 08, 2023 · Mindy B

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Mindy B created a post,

Post Feedback - Voice (Talk)

When there are outages within Zendesk Talk or the company to where phone assistance is not possible or intermittent, it would be extremely helpful to have a 1-click default setting to cover all lines with the desired set up for an outage, and a 1-click removal that would go back to the default (or previous) settings for all lines. There are multiple clicks per line required to accommodate such changes, and for those with multiple lines (we have 30+), it can be a daunting and time consuming chore. 

Posted May 31, 2023 · Mindy B

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Mindy B commented,

Community comment Feedback - Ticketing system (Support)

This is critical for our email integration service as well. Without manually checking, we have no idea that there's a problem and emails to our company are a core of our business, some of which are extremely urgent so any delay could be costly. 

View comment · Posted Aug 26, 2022 · Mindy B

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Mindy B commented,

CommentSecurity and user access in Zendesk Support

If we set a brand to closed for creating tickets, will that affect imported emails that we have set up to create tickets, or only the user's ability to open a ticket through the Guide site?

We are utilizing the Guide for our end users, but we do not necessarily want them to sign in or create tickets in that manner, we would like the emails to be received as tickets though.

View comment · Posted Feb 25, 2022 · Mindy B

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Mindy B commented,

Community comment Feedback - Ticketing system (Support)

This is a MUST!

We've been hit several times by this and it's not always a quick fix. We are manually checking the inboxes to verify they're connected and recently found another issue were a user added the same email address as one of our imported boxes as a customer which prevented that inbox from being synced at all. 

We should always be notified when an inbox is set up to import all messages and is not being imported, regardless of the reason. We can't fix what we don't know is broken and this is sort of the core feature of the system. 

View comment · Posted Feb 14, 2022 · Mindy B

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Mindy B commented,

Community comment Feedback - Ticketing system (Support)

I can't believe this doesn't already exist. If you aren't using SMS, there is no other way to send a message via text - so if a public message is sent and there is no email, the system should provide some type of notification that the requestor does not have an email address on their contact card. 

When this mistake is made, it's very difficult to go back and find to correct. You only find out after it's too late in most cases because the agent sent the pertinent info, but the requestor never got it. 

View comment · Posted Dec 14, 2021 · Mindy B

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Mindy B commented,

Community comment Feedback - Ticketing system (Support)

This would be a huge benefit to us as well we merge probably 50 tickets a day and this is a pain.

The suggested workaround on another thread to default agent comments to internal is not a valid workaround and would likely create more issues than resolve any.  

View comment · Posted Apr 05, 2021 · Mindy B

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Mindy B commented,

Community comment Feedback - Ticketing system (Support)

This would be extremely helpful. Many reports are ran weekly or monthly, and even though our tickets stay as Solved for 3 days before closing, there are often times that we need to update them even later than that, especially since we do not micro-manage our staff. 

Another reason this is needed is so that when we edit our reporting fields to more accurrately reflect our needs, we could change older tickets to properly reflect the new fields and remove the fields that are no longer valid. Since we can't change data we are forced to leave obsolete fields in the system for reporting purposes which makes it very difficult to keep the system clean. 

View comment · Posted Nov 10, 2020 · Mindy B

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Mindy B commented,

Community comment Feedback - Ticketing system (Support)

An email alert would be best for this, at a minimum as it can be a major issue when it happens after hours or on weekends etc when the administrators are not actively using ZenDesk to know of an issue. An email alert could offer a quick remedy to help us provide better customer service vs unneccessary lag due to us not knowing there is an issue. 

At a minimum an alert within ZenDesk is needed - not just a manual check of the status page. 

View comment · Posted Sep 08, 2020 · Mindy B

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