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Reneé Lasswell

Joined Apr 15, 2021

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Last activity Jul 20, 2022

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Latest activity by Reneé Lasswell

Reneé Lasswell commented,

Community comment Feedback - Ticketing system (Support)

I am running into this just now as well. Specifically for the product example that he gave. I don't think the right scenario should be having to have extra unnecessary fields to track this properly for historical data purposes.

When a product goes away, you need to ensure users aren't still setting things to that product. But as a business, you need that historical data.

 

View comment · Posted Apr 27, 2022 · Reneé Lasswell

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Reneé Lasswell commented,

CommentTicket basics

My follow-up question to Lila's is to clarify the comment she cross-linked.

That restriction mentioned is just for if the slack comment is "creating" a new ticket, yes? If the ticket already exists, can the slack comments be added as internal note updates, then?

View comment · Posted Dec 16, 2021 · Reneé Lasswell

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Reneé Lasswell commented,

CommentTicket basics

Since we added text color, we -really- need a button for "remove formatting" in this WYSIWG panel!

View comment · Posted Dec 01, 2021 · Reneé Lasswell

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Reneé Lasswell commented,

Community comment Feedback - Ticketing system (Support)

I am concerned for both reasons and so far, I think I have found two ways the unverified emails creep into the system. However, there may be more that I have not uncovered.

1. Mistakes when checking and managing the suspended queue tickets. 2. When an end-user adds or changes emails on their Zendesk account and subsequently doesn't verify it/them.

View comment · Posted Nov 15, 2021 · Reneé Lasswell

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Reneé Lasswell commented,

Community comment Feedback - Ticketing system (Support)

Hi, Max,

Yes, we have our account security set up so that you must have a Zendesk account to create a ticket and we require that initial tickets always be created via ticket forms so that we get the most information we can on the initial ticket creation, reducing back and forths.

This means that our end-users fill out the ticket form, and when Zendesk sees that no account exists for the email they used, it starts to create their account and sends them an email to verify the email address. Which we want for security reasons. It then drops it in the suspended ticket queue until that email is verified.

We find that emails that are not verified are usually due to typos so the player will never receive our emails and/or if they didn't get the verification email usually the spam or server settings for spam are too high and they didn't get our email to verify their email and again won't receive any subsequent replies from us. 

Not working these unverified email tickets greatly reduces work from our agents that will never be received.

Hope this clarifies. Happy to provide more details if needed.

View comment · Posted Nov 15, 2021 · Reneé Lasswell

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Reneé Lasswell created a post,

Post Feedback - Ticketing system (Support)

I need a means for finding end-user accounts with unverified emails on them. There are many ways this could be accomplished so I will only suggest a few, because, right now, any of these would be better than not having a way to do this, as is the case right now.

 

Possible solutions:

  • Making it available as a view filter
  • Making it available as an automation or trigger filter so it can be tagged or notified on
  • Allowing "(unverified)" as a search term that works on the People page.
  • Allowing the People list to be sortable or filtered by this characteristic
  • Allowing for bulk export from the People page that includes this data
  • Displaying this data on the Bulk Delete page and allowing it to be sorted on.

Posted Nov 12, 2021 · Reneé Lasswell

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Reneé Lasswell commented,

CommentAdditional ticket channels

I have a few questions and requests. :)

  1. Do links inserted via the Knowledge App trigger the same functionality that links inserted via the Knowledge Capture app such as when the link is followed it presents a dialog for the end-user to self-solve their ticket?
  2. What does "quoting" look like when it appears in the ticket? Normal text or some type of styling?
  3. Can all of this functionality be used on the Internal Note as well?

Also, some configuration/feature requests

  • When inserting "links" we'd like to configure them to be a combination of plain text article title followed on the next line by the linked URL. Historically, many end-users have problems with "linked" titles not working and this gives them an alternate way of using the URL included to copy./paste and visit and the title to use as reference in case they need to search.
  • Having a way for agents to open the article in large-format mode is helpful for complex and large-scale content articles.
  • A means for inserting the language version that matches the ticket's requester language automatically (if the translation version of the article is published and available), but can be overridden with the default language when desired as well.
  • Ability to customize the styling of quoted text from an article. For instance, we like to actually wrap any quoted text in quotation marks to make it clear that it's information available to them in said article. Encouraging article use in the future.

View comment · Posted May 03, 2021 · Reneé Lasswell

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