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Jimmy Rufo

Joined Apr 15, 2021

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Last activity Feb 13, 2025

Zendesk Luminary

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Latest activity by Jimmy Rufo

Jimmy Rufo commented,

CommentManaging your email

Hi Team,

 

I second Nitzan's concern.  We are being forced to verify user email addresses to ensure user mapping is happening to an organization, even though we also use JWT SSO.  We do not require users to set up a password.  Is there a way to disable this requirement via the admin center?

View comment · Posted Feb 13, 2025 · Jimmy Rufo

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Jimmy Rufo commented,

Community comment Feedback - Apps and integrations (Platform)

Some feedback on this feature:

 

1.  The existence of this setting suggests the feature is not very robust, and subject to buggy behavior.  Are there plans to improve stability?

 

2.  For the errors referenced above and shown to the agent below, can we pleave have an option for this message to  be sent to other admins?  My fear is an agent will set themselves as OOO, not see this message, and leave for a few days.  They may be forget to re-toggle the setting, or simply not see the message.

 

View comment · Posted Feb 12, 2025 · Jimmy Rufo

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Jimmy Rufo commented,

Community comment Feedback - Reporting and analytics (Explore)

Hi Barry Neary ,

 

Thanks for the feedback.  So to summarize, we have a reporting gap for even baseline OCR related assignment (versus manual) till further product updates are made?  I'm open to the “routing queues” method (as opposed to the routing tag method), if it gets us a band-aid report, but are you saying no band-aid is available at this point in either scenario?

 

All the documentation I reviewed prioritized and highlighted using the routing tag method.

View comment · Posted Jan 03, 2025 · Jimmy Rufo

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Jimmy Rufo commented,

Community comment Feedback - Reporting and analytics (Explore)

Hi Barry Neary , outside of an upgrade to Explore Enterprise, do you see a way around this for any crude reporting an analyst can create themselves?

View comment · Posted Dec 24, 2024 · Jimmy Rufo

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Jimmy Rufo commented,

Community comment Feedback - Reporting and analytics (Explore)

We are affected by this exact issue, as some tickets will be assigned via OCR, and some via manual assignment.  Is there a baseline report to show if OCR has at least touched a ticket?

 

CC Cory Vegel 

View comment · Posted Dec 17, 2024 · Jimmy Rufo

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Jimmy Rufo commented,

CommentViewing and using dashboards

How does an admin see which status their OCR agents are set to at a given time, if they don't have Explore Enterprise?  We have Explore Legacy and can't seem to confirm how to see an agent status, which as a Support Enterprise client, seems wrong.  We cannot find any dataset when building a report in Explore that would match up to Omni data.  CC Barry Neary 

View comment · Posted Dec 12, 2024 · Jimmy Rufo

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Jimmy Rufo commented,

CommentRouting

Hi Barry Neary , thanks for the update today.  If you or Cory Vegel could refer to me to the post discussing the feature to “stagger” OCR related ticket assignments over time, that would be great!

View comment · Posted Dec 10, 2024 · Jimmy Rufo

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Jimmy Rufo created a post,

Post Feedback - Reporting and analytics (Explore)

I was told by ZD support to not utilize the “Colums” section of a ZD Explore report to track tickets by month, when filtering on a custom field.  When doing that, I get perhaps 8 out of the 11 completed months of the year, which apparently is a “limitation” in the product.

 

As a result, I have to break down the monthly volume in the “Rows” section, which gives me little to no flexibility to tailor my report to show where certain volume may be coming from in a given month.

 

Zendesk needs to be better here, as this makes Explore seem like a sub part product.

Posted Dec 06, 2024 · Jimmy Rufo

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Jimmy Rufo commented,

CommentRouting

Hi Barry Neary ,

My recent concern was specific to agent status toggling, of which there is no documentation regarding if they will default to “Online”, “Offline”, if a default can be set for agents in a particular capacity rule, etc.  I know we are meeting on Monday, so may be best to clear this all up early next week.  Thanks.

View comment · Posted Dec 05, 2024 · Jimmy Rufo

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Jimmy Rufo commented,

CommentRouting

Hi Barry Neary ,

 

I think there is a misunderstanding here.  The ~200 agents not using OCR will still NEED to be assigned tickets, just not in an OCR capacity, if that makes sense.  The tickets would get assigned manually to them or via transfer of ticket to their ticket group.  In that respect, I'd want them to not have to worry about agent status and receive tickets manually as they always had.  I have only 8 agents or so that I want to test OCR with, and dealing with the other 200 agents is proving problematic.  I'd love to speak with someone close to this feature to find a way to get this implemented, as I've had so many stops and starts.

View comment · Posted Dec 04, 2024 · Jimmy Rufo

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