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Chris Stewart

Joined Apr 16, 2021

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Last activity Dec 20, 2023

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ACTIVITY OVERVIEW

Latest activity by Chris Stewart

Chris Stewart created a post,

Post Feedback - Apps and integrations (Platform)

Time Tracking App - Record agent time accurately request

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

Currently time is not stamped to a ticket if an API or other systematic update submits the ticket, even if the agent is actively working the open on screen and they are the ones to initiate said automated action. ALL AGENTS, TEAM MANAGERS, ADMINS, EXTERNAL 3RD PARTIES are impacted as time agent spend working on tickets is not accurately represented in reporting

What problem do you see this solving? (1-2 sentences) 

Agents, their managers (and contractually with 3rd party outsourcers) are held accountable to their ticket handling efficiency and occupancy. However, it has come to light that Zendesk isn't accurately accounting for all of the agent time spent when parts of processes are automated (which ZD highly encourages). In allowing for us to track all agent time spent on tickets we can solve this gap in reporting capabilities.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

This gap in reporting, is under representing agent handle time on multiple 1000's of tickets per month. 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

No, but we are considering having to undo some automated actions, reverting to manual agent actions.

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

Ideal situation would be to have the option to allow for time spent on a ticket to be stamped/recorded if an agent is actively working a ticket that is updated by an API event.

It would be ideal if app documentation was clear on this topic from the beginning.  

Posted Dec 20, 2023 · Chris Stewart

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Chris Stewart commented,

CommentTicket management

Hi Dane - Thanks for the reply and confirmation. 

I have to say, this is very disappointing to hear. Zendesk as an organization highly encourages customers to automate processes to reduce agent manual work steps - but now it appears when we do exactly that we lose the ability to properly track time that agents are spending working tickets.

This seems to me like a major product bug which doesn't belong on the 'Feedback' forum where things sit for years.

Can you point me to the App documentation that explains this?

View comment · Posted Dec 07, 2023 · Chris Stewart

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Chris Stewart commented,

CommentTicket management

Is it possible to configure the app so that if an agent has a ticket open, time tracking running, but a systematic action updates the ticket - the time is still stamped and recorded?

Use Case: 

An agent has a ticket open but needs to navigate to another system to perform an investigation. Agent actions in the other system can auto-solve the ticket in ZD via webhook/api. 

Since it is not the agent 'submitting' time spent working on the ticket (both in and out of ZD) does not record.

 

Thoughts?

View comment · Posted Nov 27, 2023 · Chris Stewart

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Chris Stewart commented,

Community comment Feedback - Ticketing system (Support)

Zendesk have confirmed to me that no more resources will be put into Play Mode, so this won't be coming.

View comment · Posted Nov 08, 2023 · Chris Stewart

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Chris Stewart commented,

CommentRouting

Maybe I'm missing something here but the suggestion above is to delete any of the old 'routing rules' for skills and replace with Triggers - But there is no option to Add Skills via triggers, unless there are Skills defined in Routing Rules?

View comment · Posted Sep 13, 2023 · Chris Stewart

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Chris Stewart commented,

Community comment Discussion - Tips and best practices from the community

Hi Lance Conzett

Maybe this is you, maybe not - But I came across this article elsewhere that seems to have lifted your content word for word - https://roca.work/blog/ab-testing-in-zendesk

View comment · Posted Nov 28, 2022 · Chris Stewart

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Chris Stewart commented,

Community comment Feedback - Ticketing system (Support)

Hi Barry Neary - Where does this one stand currently?

This is an incomplete and fairly unusable product feature without any sort of reporting attached to it. 5 years since this has been raised

View comment · Posted May 02, 2022 · Chris Stewart

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Chris Stewart commented,

CommentMultiple language support

Hi @... - is there any consideration to add the ability to use the search function to be able to search for the placeholder or dynamic content name?

If I have dynamic content in triggers etc that need to be updated, searching by a text string (which I don't have readily available) is essentially useless. 

Would be interested to hear if others out there find the existing functionality fit for what I see as the most likely use-case. 

View comment · Posted Feb 10, 2022 · Chris Stewart

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Chris Stewart commented,

CommentManaging your email

Hi @... - Are there plans on the roadmap to address this? If ZD is able to identify and update the ticket with the message, then you should also be able to able to feed this info elsewhere ... like add a tag for example. 

9 times out of 10 these auto-reply messages would have been filtered as spam if they originated outside of ZD, so it is strange that you have chosen to prioritize and force these into people's instances. 

View comment · Posted Jan 19, 2022 · Chris Stewart

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Chris Stewart commented,

CommentManaging your email

Hi - Zendesk already identifies (via the above mentioned flag within the ticket..."this comment auto generated from another ZD...") 

How can we identify these for tagging/triggers etc? We get tons of tickets where we have sent an informational email in a new ticket then we get an auto-reply from the receivers Zendesk asking us to rate their service

View comment · Posted Jan 13, 2022 · Chris Stewart

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