Recent searches
No recent searches

David McKnight
Joined Apr 15, 2021
·
Last activity Sep 16, 2022
Following
0
Followers
0
Total activity
17
Votes
0
Subscriptions
8
ACTIVITY OVERVIEW
BADGES
ARTICLES
POSTS
COMMUNITY COMMENTS
ARTICLE COMMENTS
ACTIVITY OVERVIEW
Latest activity by David McKnight
David McKnight commented,
OK, I think my solution for this until Zendesk offers this function is to have the client access an Office 365 SharePoint folder in the browser and upload images to that folder. Still would prefer that be a function in Zendesk, keeping everything together.
View comment · Posted Sep 16, 2022 · David McKnight
0
Followers
1
Vote
0
Comments
David McKnight commented,
I just looked at the API dump of the ticket, and I could write some code to parse everything from the content_url, but what a pain. You should already have a function that already does that. I am going to look to an alternative drop box for files, but now they won't be attached to the ticket, so it will require a manual reference in the ticket. Sure wish you guys would take a look at this.
View comment · Posted Sep 16, 2022 · David McKnight
0
Followers
1
Vote
0
Comments
David McKnight commented,
I just downloaded almost 100 jpg files from a client's support ticket, and had to do it one-by-one-by-one-by-one-by-one... Click on the image, click the download button, point browser to where the images need to be saved, save, start all over again. PAINFUL
View comment · Posted Sep 16, 2022 · David McKnight
0
Followers
1
Vote
0
Comments
David McKnight commented,
Agreed.
View comment · Posted May 11, 2016 · David McKnight
0
Followers
0
Votes
0
Comments
David McKnight commented,
So, we're talking about two ways to accomplish the same thing.
- You bookmark the root login page (or type the lengthy URL). Zendesk takes you to the login page, routes you to the default Help Center page, where you select "Support" from the dropdown, and then go to the dashboard. For some reason most of us seem to agree with, this is a bad flow. You want Zendesk to allow you to set the index page. They do; with a bookmark.
- You bookmark the page you want to go to. Zendesk takes you to the login page, then routes you directly to the page you want to go to. No detour through the Help Center or dashboard. I don't think it is necessarily useful for us to ask Zendesk to change their development priorities to add a feature we already have. I'd rather they rethink their strategy on providing something truly useful in a dashboard. Until they do, I'll bypass it altogether, and I'm happy it's a web app that allows me to do so.
View comment · Posted May 11, 2016 · David McKnight
0
Followers
0
Votes
0
Comments
David McKnight commented,
I think Olof, the complaint is that if the dashboard is the first thing our agents see, to not make it useful to them is a waste. I agree with that. And I also see that both for those who are power users and those who need something different than the stock dashboard, configuration is fully available through views and bookmarks, bypassing the dashboard altogether.
Basically, we're throwing away a non-useful element, and going straight to the useful ones. And since our client IS the browser, we're taking advantage of a built-in feature Zendesk offers.
View comment · Posted May 11, 2016 · David McKnight
0
Followers
0
Votes
0
Comments
David McKnight commented,
So Samantha and Jodi, another clarification. You say you have more views than the left-hand Views panel can display. How does that apply to the dashboard view? That seems more a weakness of the Views panel. How would making the dashboard configurable change that?
We also have more views than can be displayed, so we work with the team to identify the top views, and make sure they are visible in everyone's Views panel. Another enhancement I'd be in favor of is to make the Views panel configurable for each agent, so they can change the order for their login without affecting everyone else. Or, even just identify the use of the different views by that login, and push the most used view to the top of the list (ordering the rest), even giving the user the option to open the top view first by default.
Samantha, I'm sorry, but I don't buy the "because it's a workaround" -- I would buy "because I have to exit Zendesk, and go to the agent to set him or her up with the appropriate bookmark on their browser" (which is what you may have meant by that answer). I see that as slightly painful, but we end up training our agents at their workstations, anyway, and after configuring a custom view for them, adding the bookmark while we train them at their workstation takes about 10 seconds.
I also agree that the natural place to pick up tickets is the dashboard, but that is based on training an agent to login through the root login screen. By creating a custom view to be used by the agent or group, and bookmarking it, they bypass the root login screen, so it is still a one-click operation. Going directly to the custom view first takes them to the login page. After logging in, they go directly to the custom view.
Frankly, with the way the root login page now takes an additional step just to get to the dashboard by routing the user through the Help Center by default, the bookmark is much faster. In fact, if you LIKE the dashboard (and I rarely use it) you could bookmark that, and get there without the Help Center detour.
I'm really looking at the bookmarkability of custom views as being the same as a configurable dashboard PLUS configurable Views panel.
In a way, you could say Zendesk without providing these features exactly as we'd like them to be has still provided these features. I don't think I'll train another agent to login through the root login screen again. That is until the dashboard actually becomes useful.
BTW, I agree with most all comments about the configurability of the dashboard, and I ALSO agree that for most users the dashboard is the first thing they will see. I agree Zendesk is making a strategic error by not identifying the value of a fully configurable dashboard, and making that a development priority.
Thanks, again, for your responses.
View comment · Posted May 11, 2016 · David McKnight
0
Followers
0
Votes
0
Comments
David McKnight commented,
We've been using Zendesk for a little more than a year, and like it a lot. I have tried searching a few times to attempt to understand what data actually drives the dashboard -- and I agree, if you're going to actually have a dashboard it ought to be configurable. Otherwise, for gosh sakes just dump the dashboard, and replace it with a default view (which seems to be what the dashboard is).
Which is where my question comes up. Views are AMAZING. And the simplicity of creating a one-click bookmark that takes you right to the login page, then directly to your primary view, well, that's amazing too. I mean, that's my fully-configurable dashboard.
And yet, I see a ton of complaining about the dashboard not being configurable, and while I generally agree it ought to be, or it's just a waste -- I couldn't find a single comment in four pages of comments as to WHY a bookmark to your own personalized and customized view doesn't work. Not one.
So... Can someone enlighten me by filling in the following blank (because I'm seriously interested in better understanding this):
"A one-click bookmark that takes me directly to the login page, and then right to my favorite view doesn't work for me, because _______________."
And, please don't answer that by saying it's a hack or a workaround; that's not an answer.
I'm really interested in why it doesn't work. Frankly, I hadn't even thought of it, and I think it's brilliant, and have immediately implemented it. But, I am certain I must be missing something, and am anxious to see that answered. Is there some specific function or group of function lost by jumping directly to a view?
Thanks! -DAVID
View comment · Posted May 11, 2016 · David McKnight
0
Followers
0
Votes
0
Comments
David McKnight commented,
We use views a lot to highlight specific groups of tickets, so this would be easy to highlight "new" tickets assigned to an agent.
I start with a macro that sets the first few characters in the title, assigns the status to "Open," sets the priority and adds the tag. It also assigns it to a specific agent, and generates the first line in the description.
When I save the ticket, it sees the tag, and then copies me on it.
The view created displays all tickets assigned to the current user, and with that specific tag.
Once the agent views the ticket, they could either manually remove the "new" tag -- or you could create a trigger so that when certain workflow processes occur, the "new" tag is removed automatically.
This way the agent always has a view of new tickets assigned to them.
View comment · Posted Apr 16, 2015 · David McKnight
0
Followers
1
Vote
0
Comments