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Matt 🕵️
Joined Apr 15, 2021
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Last activity May 24, 2022
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Latest activity by Matt 🕵️
Matt 🕵️ commented,
Greetings!
We were doing our first round of monthly stats since merging over to Explore for fully storing our stats. We noticed that a tag that was assigned to a fan's Twitter DM was counted 3 times because the fan messaged us on 3 different instances (this is fairly common with the nature of our business). Is there a way to filter the counts both when searching for the tags: on Zendesk and in Explore, so we can only count each single use of the tag rather than the cases of the tag being counted multiple times when its carried over on a new ticket?
Thanks a ton in advance!
Matt
View comment · Edited Nov 30, 2021 · Matt 🕵️
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Matt 🕵️ commented,
@...
Thanks for the head's up! I just sent an email to you, and we can chat further over there.
Talk to you soon!
Matt
View comment · Posted May 17, 2021 · Matt 🕵️
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Matt 🕵️ commented,
@...
I was taking a look at your Zendesk Search App recently, and I was really hopeful to find Twitter handle searching. If this is implemented can you please tag me and let me know? This would be a huge help for our team's efficiency!
Thank you @... & @... for the replies and insight 💯
Matt
View comment · Posted May 14, 2021 · Matt 🕵️
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Matt 🕵️ commented,
You're welcome! Hopefully we can come to a resolution soon, and thank you for all of your insight!
View comment · Posted May 11, 2021 · Matt 🕵️
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Matt 🕵️ created a post,
Greetings!
We've been using Zendesk since our inception, and about 85% of our communication is in Twitter DM. It would be incredibly helpful if we had the ability to search for a Twitter Handle (@TwitterHandle123). We've confirmed with a couple different Zendesk support team members that Zendesk currently doesn't support Twitter searching capabilities.
Currently the process is fairly time consuming:
- First our public facing rep will send a fan to DM, and say can you look into the ticket for "TwitterHandle123"?
- We then copy/paste the Twitter handle on Twitter.com to find the fan's user name
- Then we search for the fan's user name in Zendesk, and if they match we can then see the ticket.
The hiccup comes when the fan's username is "John" for example. Then we end up searching our entire database for "John" and we're pulling up several thousand users in the search.
The other road bump is, occasionally our fans usernames are different on Public and Private; thus, we're unable to search them at all in Zendesk. This is when we have to reply off of Zendesk, and use Twitter DM organically... thus we're unable to keep stats on the issue the fan might be having.
We can receive upwards of 500+ tickets in one day, and it's not feasible to add another field for searching or step to our reply process when we're trying to stay within our reply time metrics.
I'd say 5-10% of the time we're needing to search a Twitter handle, but when these scenarios come up, they're usually escalated issues that need to be resolved as quickly as possible.
If you could please incorporate Twitter Handle searching capabilities it would be extremely beneficial to some of our most escalated tickets.
Thank you in advance for your consideration;
Matt
Posted May 10, 2021 · Matt 🕵️
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Matt 🕵️ commented,
about 90% of our business comes through Twitter DMs. Is there a way to search for the Twitter Handle in Zendesk (ie... @twitterhandle)? This would be a huge help for our team!
Thanks in advance, Matt
View comment · Posted Apr 21, 2021 · Matt 🕵️
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Matt 🕵️ commented,
Thank you for the feedback! I'll reach out on that thread.
View comment · Posted Apr 09, 2021 · Matt 🕵️
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Matt 🕵️ commented,
@...
We're currently trying the Professional level of Zendesk, and one of the biggest tasks we want to undertake is exporting our tags which we use to track our stats. Currently we're seeing a lot of metrics for sorting by numerical fields. But is there a way to do keyword searching/sorting, and filter those by date as well?
Thank you in advance!
View comment · Posted Apr 08, 2021 · Matt 🕵️
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Matt 🕵️ commented,
@...
Thank you so much for the insight. I've passed this along to our other team members, and we'll give this a shot for clearing all of our tags simultaneously after they've been exported.
View comment · Posted Apr 05, 2021 · Matt 🕵️
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