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Eric Kramer
Joined Apr 15, 2021
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Last activity Dec 11, 2024
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Latest activity by Eric Kramer
Eric Kramer commented,
FWIW - It looks like you can also use “include=tickets(slas)” to return the active SLA policy along with how long is left on the SLA timer.
.../api/v2/tickets/{ticket_id}.json?include=slas
OR
…/api/v2/search.json?query={query}&include=tickets(slas)
View comment · Edited Dec 11, 2024 · Eric Kramer
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Eric Kramer commented,
We also have a number of different groups that need different statuses and adding all the statuses to a single list would make it too long. Finding a way to reduce the size of the list shown to any given agent would be a huge help.
View comment · Posted Aug 29, 2023 · Eric Kramer
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Eric Kramer commented,
I agree, it would be helpful to have a column or some other way to see if the users are suspended or not. A filter would also be great.
View comment · Posted Jan 24, 2022 · Eric Kramer
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Eric Kramer commented,
@...
I'd love to have a conversation regarding a potential integration between Zendesk side conversations and Teams!
View comment · Posted Aug 11, 2021 · Eric Kramer
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Eric Kramer created a post,
Currently, the interface for creating a trigger (Admin>Business Rules>Triggers) is fairly easy/intuitive to use via keyboard navigation (i.e. keyboard tab to the field you want, type in a value, tab to the next field). Unfortunately, the (almost identical) interface for creating views (Admin>Manage>Views) is a bit cumbersome to use via keyboard navigation. It'd be nice to have the same intuitive interface across views/triggers/automations.
For example, in order to add a number of group conditions to a trigger I could do the following:
- While having the "Add condition" button selected
- Space bar to bring up the conditions dropdown
- Type "g" to select "Group" from the list
- Press tab or enter to confirm the selection
- Tab to move to the next field
- Type "i" to select "Is" from the list
- Press tab or enter to confirm the selection
- Tab to move to the next field
- Type in your group name
- Press tab or enter to confirm the selection
- Tab to move to the next "Add condition" button
- Repeat steps 1-11
To do the same process for a view requires the following:
- While having the "Add condition" button selected
- Space bar to bring up the conditions dropdown
- Shift+tab twice to cycle back to the new condition field
- Type "g" to bring "Group" up in the list
- Arrow down to select "Group" in the list
- Press enter to confirm the selection
- Tab to move to the next field
- Type "i" to bring "Is" up in the list
- Arrow down to select "Is" in the list
- Press enter to confirm the selection
- Tab to move to the next field
- Type in your group name
- Arrow down to select your group in the list
- Tab twice to select the next "Add condition" field
- Repeat steps 1-14
While it's technically not that many more steps, having to tab/shift+tab multiple times and then use the arrow keys to navigate is a bit of a hassle. The current triggers interface feels much more intuitive and easy to use.
Posted May 05, 2021 · Eric Kramer
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Eric Kramer commented,
As an FYI - the Zendesk Support EAP - Child ticket side conversations can be helpful for some use cases related to requests from internal users and SLAs. We've started testing this EAP which allows agents to open tickets using the side conversation feature. One of the benefits of this is that the requesting agent on the child ticket is treated as an end-user in terms of the SLA. This allows us to track all SLAs for our internal users when they create these child tickets.
The EAP still doesn't address the issue where an internal user comments directly on a ticket or directly submits a request and the SLAs are not honored the same as for end-users. However, it's a step up from previous functionality.
View comment · Posted Sep 15, 2020 · Eric Kramer
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Eric Kramer commented,
Providing tools to help managing SLAs for tickets from internal users would be a HUGE help for the enterprise user. We have a number of teams that use Zendesk and we're constantly submitting tickets to each other. The current SLA functionality is next to useless for this use case. We need to be able to have a first reply time and next reply time for both light agents and full agents. Maybe Zendesk could ignore agent status if the agent is the ticket requester?
View comment · Posted Jun 18, 2020 · Eric Kramer
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Eric Kramer commented,
The ability to edit skills via triggers is very much needed in order for skill-based routing to be useful in an enterprise environment. As it is, the feature requires a great deal of manual management and it's too easy for tickets to get lost or overlooked. Consider the following use case:
A ticket comes in and is marked as requiring skill A. However, on examination of the content, the agent with skill A sees that the ticket actually requires skill B. The first agent adds skill B to the ticket (neglecting to remove skill A) and submits the changes. The ticket is removed from the first agent's view, but will now only show up for agents with both skills A and B. If there are no agents with this skill combination, then the ticket will not appear to any agent and there's no easy way for a manager to see that this is the case.
There needs to be a way to add/remove skills automatically as ticket properties change rather than depending on agents to accurately update the skills.
View comment · Posted Jun 02, 2020 · Eric Kramer
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Eric Kramer commented,
Thanks for pointing out the EAP Louise! I'll check it out.
View comment · Posted Aug 21, 2019 · Eric Kramer
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Eric Kramer created a post,
We use markdown and placeholders extensively in our agent signatures. This works great in tickets however, side conversations do not currently render either markdown or placeholders. Additionally, the Collaboration add-on automatically adds the agent's signature (with unrendered markdown and placeholders) when a new side conversation is created. This means that in order to effectively use side conversations, our agents would have to delete the automatically populated signature and manually add their own.
We like the idea of automatically adding the signature to side conversations, but it's only useful if those signatures are rendered correctly. For those who aren't using markdown or placeholders in their signatures, I can see the current functionality being extremely helpful but, for us, it becomes a nuisance as it creates more work for our agents.
We would like to see the Collaboration add-on support markdown and placeholders. This could be useful for all kinds of potential workflows but is essential for including signatures in side conversations.
Short of adding markdown and placeholder support, we would like the option to stop signatures from automatically being added to the side conversation so our agents don't have to delete the unrendered signature every time.
Posted Aug 19, 2019 · Eric Kramer
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