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MRB

Joined Apr 15, 2021

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Last activity Jul 10, 2024

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ACTIVITY OVERVIEW

Latest activity by MRB

MRB created a post,

Post Feedback - Admin Center

When a change is made to our DNS record and the match for our domain fails there should be proper alerting from Zendesk's side. 

 

I know this can be manually seen on the email page in admin, you need to scroll and check each email individually to see if there is a warning. 

 

The fact that it can be seen in admin, means alerts and or emails can be set up as well and this seems like an oversite on Zendesk's part. 

 

Zendesk should have some if not all of the below policies in place for such instances:

  • A grace period to fix this
  • An alert banner in the system or admin panel
  • Emails sent to the admins to have this looked into
  • Account Manager or Technical Team reach out to us to alert us of this

Multiple other SaaS applications have these policies in place and Zendesk should as well. 


 

Edited Jul 10, 2024 · MRB

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MRB commented,

Community comment Feedback - Help Center (Guide)

This is a simple and critically needed feature.

If it is available in agent workspaces, why can't it be rolled out for end users via guide as well? Is there an update on this feature?

View comment · Posted Apr 25, 2024 · MRB

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MRB commented,

CommentCustomer portal

I also need to see activities across all brands

View comment · Posted Aug 09, 2022 · MRB

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MRB commented,

Community comment Feedback - Ticketing system (Support)

We also really need nesting of groups 

View comment · Posted May 25, 2022 · MRB

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MRB commented,

CommentTicket management

Hey there, can you create a view with multi-select?

It is not multi-line and there are tags for each one, so I feel like it should work, but I do not see the option in the view when I try to add it. 

Thanks.

View comment · Posted Nov 08, 2021 · MRB

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MRB created a post,

Post Feedback - Ticketing system (Support)

It is great that you can finally organize triggers within categories.

But there is no bulk action, we need bulk actions. 

Nevermind when you want to set this up in the first place, but what about if you want to change or edit the way you categorize the triggers?

We have over 1,500 triggers - we heavily use multi branding.

Bulk actions are needed - drag and drop is cute, but not as helpful as you might think.

Thanks

Michelle

Posted Feb 09, 2021 · MRB

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MRB commented,

Community comment Feedback - Ticketing system (Support)

@... I already have them going into a view - but we are talking about having to manually unshare and solve 100s of tickets if not thousands a month - it is really ridicoulus. 

View comment · Posted May 24, 2020 · MRB

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MRB created a post,

Post Feedback - Ticketing system (Support)

There is a feature missing that I think is essential - the ability to unshare tickets automatically via triggers and automations. 

You can share tickets automatically via triggers and automations, but there is no unshare option. 

The action to share is already in place, please add unshare.

If you want to send a ticket to another Zendesk instance that you have ticket sharing set up with for them to handle directly, the only way for you to do this it to share, unshare, and then solve the ticket - there are cases where you do not need the ticket to stay open on your end (why should it affect your reply times ext.). 

If you share tickets with another Zendesk instance, you can not use the notify target extension as an email will fire on your end, but due to email loop rules and the nature of ticket sharing, a new ticket is not created in the other Zendesk instance.

There are currently only 2 options that I know of as a workaround for this:

  1. Use the open API to create a script to unshare tickets - not everyone can or should have to do this.
  2. Automatically use triggers to share the ticket, but then manually have to unshare and solve the ticket on our side, or wait for agents from the other Zendesk instance to solve the ticket so that it no longer appears in our instance. 

We can not be the only people who have run into this issue - the unshare feature needs to be developed in full. 

Does anyone have another work around?

 

 

 

 

Posted May 21, 2020 · MRB

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