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Gil Atlan

Joined Apr 16, 2021

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Last activity Jun 29, 2023

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ACTIVITY OVERVIEW

Latest activity by Gil Atlan

Gil Atlan commented,

CommentSetting up Agent Workspace

Feedback - we're using Zendesk Support only

the good: 

  • The floating reply box is awesome
  • The translate button is very handy
  • Redact button
  • from within the tickets' context, you get a list of help center articles that the requester saw
  • from within the tickets' context, you get a list of tickets that your requester commented on
  • from within the tickets' context, you can easily find and share relevant help center articles

the bad:

  • Reading from top to bottom instead of bottom to top. We all hate this change
  • The ticket tab now shows requester name rather than ticket subject, which might make sense for Chat but not at all for emails
  • There's no try-it-before-you-buy-it - it's either enabled for all agents or disabled - you can't compare between enabled and disabled side by side
  • When switching from internal to external or vice versa, the message doesn't follow
  • Bugs:
    - we've found a closed ticket that's missing parts of it so unreadable
    - the translation button isn't always available for some reason
    - in some tickets, when users forward an email and they have an attachment, a visual bug appears

Deactivating it for now, but I'll keep an eye out for how it changes

Overall only 1/3 of the people responded positively to the change

View comment · Posted Jul 30, 2022 · Gil Atlan

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Gil Atlan commented,

CommentTicket basics

I didn't see anyone talking about the missing ticket subject from the top browser-like ticket navigator thingy?

Perhaps it makes sense to B2C, IDK, but not for B2B

Is it configurable?

View comment · Posted Jul 27, 2022 · Gil Atlan

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Gil Atlan commented,

Community comment Feedback - Reporting and analytics (Explore)

Yes would love that too

Right now, I manually download Explore's reports as images and paste them to our bi's dashboard

View comment · Posted May 02, 2022 · Gil Atlan

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Gil Atlan commented,

Community comment Feedback - Reporting and analytics (Explore)

+1

like this one:

View comment · Posted Aug 09, 2021 · Gil Atlan

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Gil Atlan commented,

Community comment Feedback - Ticketing system (Support)

Recover a deleted user seems like basics, and ZD not supporting this even though a support ticket is crazy

The delete button is placed in the triangle menu (top right in the user's view) - where you think this type of option will exist whereas your best practice page suggests that you should do 2 actions when an agent leaves the company - downgrade the user and then suspend the account. It's unlikely that anyone with no prior knowledge will even see those options as relevant without reading about it somewhere and there's no real motive to search for it.

The warning says "Are you sure you wish to delete the agent **? This will unassign all tickets assigned to this agent that have status less than Closed." alert before you delete it.

The other outcomes from this action are NOT written:

  • Typically, Zendesk warns you before doing permanent actions. This does not
  • This destroys statistics

 

View comment · Posted Jan 09, 2020 · Gil Atlan

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