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Michael Conaghan

Joined Apr 15, 2021

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Last activity Oct 27, 2021

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ACTIVITY OVERVIEW

Latest activity by Michael Conaghan

Michael Conaghan commented,

Community comment Feedback - Reporting and analytics (Explore)

Hi team,

I may be seeing things, but I believe I received a scheduled email - that included the entire dashboard... with the many tabs, all incorporated into one pdf ;o. Plus the other options.

Can anyone else kindly confirm? 

Maybe this was a default dashboard (it was), and this is not yet working for custom dashboards? 

View comment · Posted Aug 02, 2021 · Michael Conaghan

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Michael Conaghan created a post,


Michael Conaghan commented,

Community comment Feedback - Reporting and analytics (Explore)

OMG yes. How is this not a function already? I find it incredibly hard to believe. 

I will basically need to make a new dashboard for every single report I want to schedule. Crazy. 

e.g. Online CS team, I should be able to have one dashboard and a variety of tabs... that cover different areas/issues. I have one tab for 'live metrics', another for 'annual reviews', another for weekly team catchup, 'weekly KPI reports', monthly KPI reports etc. 

I want to be able to share specific tabs to specific people/groups e.g. weekly/monthly KPI reports are for C-Suite / executives and only those. They will not have time to learn how to engage with a dashboard, they just want the reports/PDF exports to come through so they can discuss... the fact I can't schedule that, but would have to now have just ONE TAB PER DASHBOARD as the only way to schedule is going to get very complicated/messy very quickly. 

A real shame. The fact that Insights could do this, and Explore can't - utterly mind-blowing. 

View comment · Posted Jun 29, 2021 · Michael Conaghan

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Michael Conaghan commented,

Community comment Feedback - Ticketing system (Support)

No idea why "email" IS "X" does not work. 

What I have done - given we have light agents... 

IF REQUESTER IS "X"

THEN... 

e.g. send email to Tier 2 (VIP Alert)

View comment · Posted May 05, 2021 · Michael Conaghan

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Michael Conaghan commented,

CommentSetting up Agent Workspace

When you switch, it goes from the support tickets - new comments etc. are added at the TOP of the ticket. Now it is at the BOTTOM of the ticket. It's completely reversed. 

Is there a way to adjust this? So new comments/notes are added to the TOP of the ticket? And scrolling down, see's previous comments etc? As it has always been in Zendesk Support. 

View comment · Posted Mar 09, 2021 · Michael Conaghan

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Michael Conaghan commented,

CommentTicket automation and collaboration

Hi Toby,
That's what I thought. Thanks. 

Re: "If this isn't working for you then we can take a look in the ticket you're submitting."

= Have submitted with documentation. Cheers. 

View comment · Posted Feb 11, 2021 · Michael Conaghan

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Michael Conaghan commented,

CommentTicket automation and collaboration

Issue is still outstanding, no resolutions.

Creating a ticket. 

View comment · Posted Feb 10, 2021 · Michael Conaghan

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Michael Conaghan commented,

CommentTicket automation and collaboration

Re: "I think this is a misunderstanding.
The mail will usually only contain the last of your messages."

= It has previously contained EVERYTHING. As far as I'm aware. Perhaps it was in EAP, then it got changed? I'd like to know. 

What in the world is the point of creating a side conversation email to an external party etc. that does not then include the PREVIOUS messages?! Just the last one? It invalidates the whole point of an email chain.

Also, side conversation mails have no context, i. e. no content from the original ticket.

As has been pointed out above, you can add that. I have no issue with that, where you can pick and choose. This is helpful.

What is not helpful (in any context) is having an original side convo email to someone, several back and forths, and each time only the LAST message is sent. 

When I add someone else to show the history of the email exchange, how am I meant to convey all that - when only the last message is shown? It used to do this naturally AFAIK. 

There is no 'print ticket' option (save to pdf) either, as a worst case backup.

View comment · Posted Jan 20, 2021 · Michael Conaghan

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Michael Conaghan commented,

CommentTicket automation and collaboration

"All of the recipients on the side conversation receive an email notification with your message. The message being replied to is included as quoted content on outgoing emails."

I believe this is currently broken. 

Can see that ONLY the last message is being quoted / provided in emails, and all others are not shown. 

What is going on? 

View comment · Posted Jan 20, 2021 · Michael Conaghan

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Michael Conaghan commented,

Community comment Feedback - Ticketing system (Support)

Hi,
We absolutely need MS Teams integration asap[!]

View comment · Posted May 04, 2020 · Michael Conaghan

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