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Trevor Piercey

Joined Apr 15, 2021

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Last activity Mar 07, 2022

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ACTIVITY OVERVIEW

Latest activity by Trevor Piercey

Trevor Piercey created a post,

Post Feedback - Ticketing system (Support)

Feature Request Summary: 

Prior to moving to the Admin Centre, when you were in the ticket view and selected the "Events" logs, you could see the Triggers/Automations that were taking place on your ticket. If you clicked the trigger/automation, prior to moving to the Admin Centre, you were not completely re-directed to a new URL.

Description/Use Cases: 

Now that you are re-directed, you lose your spot in the system/ticket you were working on. And then you have to re-find the ticket. I think that you should open a new tab to the Admin Centre settings in the ticket view/events logs so that you don't lose your place. 

The business impact of limitation or missing feature:

Limitation for the newly upgraded Admin center. These two sites don't seem to talk to each other nicely with a few links in the same view as there once was.

Other necessary information or resources:

(PS- I already wrote to support and they suggested that I write this, even if I feel that it's not a feature request - since it used to work before you changed things)

Posted Mar 07, 2022 · Trevor Piercey

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Trevor Piercey commented,

CommentExplore recipes

Hey team, to add to this, it's simply ridiculous that this isn't pre-built. By not having this by default, you're telling me that the product team doesn't think that EVERY SINGLE COMPANY that uses ZD doesn't want to be able to drill down into tickets, satisfaction by agent, by department etc.? Seems ridiculous that we have to build our own reports in EXPLORE. How this doesn't default in the basic reports, is shocking. Your product team really should talk to your users about what we actually need. (because it should be easy, not something we have to do ourselves). 

View comment · Posted Jan 31, 2022 · Trevor Piercey

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Trevor Piercey commented,

CommentTicket basics

Hey Team! We have a question about the "visitor path" in the Agent Workspace. All we can see is "Iconosquare" (our product) but we can't see the ending of the URL's without hovering over. Is there something that needs to be set so we can see the actual URL the user is on? (i.e- the URL's are all pro.iconosquare.com/billing, pro.iconosquare.com/engagement etc etc. 

But all we see is the title of the site. Each user interaction says "ICONOSQUARE" (instead of also showing us the full URL. 

View comment · Posted Dec 02, 2021 · Trevor Piercey

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Trevor Piercey commented,

Community comment Feedback - Chat and Messaging (Chat)

Hey Team! Can we get an update on this one? It's weird that when we try and insert an article from the help centre, this is what it looks like - which is not what happens in the ticket view. 

screenshots are chat vs. e-mail. 

 

View comment · Posted Nov 24, 2021 · Trevor Piercey

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Trevor Piercey commented,

CommentReporting for Chat

 Can we have an update on this please? we also just launched ZD chat (in Agent workspace) but it seems kind of pointless/ridiculous that this feature is not available to use in tandem. 

i.e- being able to still contact users proactively in the dedicated Chat window, but still allowing the Agent Workspace agents to serve incoming chats. 

View comment · Posted Nov 18, 2021 · Trevor Piercey

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Trevor Piercey created a post,

Post Feedback - Chat and Messaging (Chat)

Hey Team! So we are just about to launch chat, and are finding it very confusing to not have 2 different names for both internal "Groups" and user view "Department". 

For ex. We had a Group called "CSM's" - that way support could assign tickets to this group in the Agent workspace. However, now that we're about to launch chat, when a user has to choose a "Department" - the user would see CSM's and maybe not know to choose this department. We've had to completely rename the departments to things that would make sense to customers - which is not what we wanted to do. 

It would be great to have internal vs. external names on the groups/departments like we do on all other ticket forms in the ticket area. (or let us do SOMETHING to the pre-chat form without using the API) This will help us be able to make more configurations easily to the pre-chat form. Thanks! 

Posted Nov 17, 2021 · Trevor Piercey

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Trevor Piercey commented,

CommentTicket basics

Hey there! 

I was wondering if you can please update the emoji's based on what they are actually called? 

For example, if I type :blush: - that should show you the emoji that is currently named :smiling face with smiling eyes: (that is not what any other platform calls it) 

I think an update to the actual names as they appear in other services (Notion, Slack etc.) so that you don't have to remember the weird names that currently appear in Zendesk vs. the rest of the world. 

View comment · Posted Oct 19, 2021 · Trevor Piercey

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Trevor Piercey commented,

Community comment Feedback - Ticketing system (Support)

This would be great. (to have this as a setting as I'm sure there are use cases that would require it) but for us, it doesn't make any sense to tell the customer their request is being merged into another. So would be really helpful to see this unchecked by default. Thanks!

View comment · Posted Oct 15, 2021 · Trevor Piercey

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Trevor Piercey created a post,

Post Feedback - Chat and Messaging (Chat)

Hey team, I know that this was already a post, but truthfully I'm surprised this has never been implemented. I understand that emoji keyboards differ across devices and it can make it quite troublesome to offer to end-users, however it's 2021... Really think that this would be something that ALL end-users would like. I understand it's possible for agents to use them, however, why not make it available to our end users? (Also, almost every single one of your competitors offers emoji's in chat, so surely it's possible to do.) 

Posted Feb 11, 2021 · Trevor Piercey

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Trevor Piercey commented,

CommentUsing legacy AI agent functionality

+1000 on what @... said :)  While I understand the feature is "somewhat new". The current set-up doesn't allow the flow to be created for the same brand (Brand A) in multi-language. Our customers are either English or French, and we would require the ability for the system to automatically serve the user the Flow that is built for their language - and also pass to the correct department afterward to continue serving the user in their preferred language with a seamless handover. Thanks!

View comment · Posted Feb 10, 2021 · Trevor Piercey

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