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Elizabeth Toy's Avatar

Elizabeth Toy

Joined Apr 15, 2021

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Last activity Nov 01, 2021

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ACTIVITY OVERVIEW

Latest activity by Elizabeth Toy

Elizabeth Toy created a post,

Post Feedback - Ticketing system (Support)

I often miss the ability to react to comments (particularly internal notes) in tickets. It seems many of my most-often used tools (e.g. Slack, Github, Clubhouse) have the ability to do so, and I wish Zendesk had it too.

 

One use case I encountered today. I added an internal note asking a question, and someone got back to me with the answer. I didn't want to add extra noise in the ticket by acknowledging that I'd seen the answer and that it was helpful—I wished I could react with a ✅ or 👍.

Posted Mar 11, 2021 · Elizabeth Toy

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Elizabeth Toy commented,

Community comment Feedback - Reporting and analytics (Explore)

I had the same thought, and I found that you can set that to be a comma (or whatever) at a global level.

 

1. When editing a query, click the Data Structure button from the right
2. Click the arrow to expand any of the Metric folders
3. Hover over any metric and click the dropdown arrow to the right of the name, then click Edit global display format
4. Set the dropdown to "Custom" and then set the Thousands separator field to be a comma (remember to delete the space) or whatever you want

 

View comment · Posted May 15, 2019 · Elizabeth Toy

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Elizabeth Toy commented,

Community comment Feedback - Ticketing system (Support)

Also agree that there need to be more granular permissions for organizations, similar to the permission options available for users.

 

We also noticed that when a user does not have the permission (add or modify groups & organizations) they aren't even able to see the list of organizations on the "People" admin page. But they could search for and open an organization's page. Just can't see a list of all the organizations...

View comment · Posted May 08, 2019 · Elizabeth Toy

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Elizabeth Toy created a post,

Post Feedback - Reporting and analytics (Explore)

Something useful in GoodData/Insights was the ability to add filters to a dashboard and set the default selections of the filter(s). This allowed me to create a single report (query) to use across many dashboards, then use the filtering on the dashboard to get the final output where I wanted it. This made it simpler to only have my one report and set+forget the filtering, rather than clone the report and apply filters to it (and have a lengthy list of reports/queries).

 

So, my request is to allow a "default" state of the filters to be selected/populated for a dashboard.

Posted Apr 19, 2019 · Elizabeth Toy

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Elizabeth Toy commented,

Community comment Feedback - Reporting and analytics (Explore)

Here here! Not only on the Query page list but the list when selecting to add one to a Dashboard (see below). For the latter, I'd also suggest adding the type of query visualization, as that's sometimes the difference between two that I've made, and putting it in the query name feels redundant.

View comment · Posted Apr 17, 2019 · Elizabeth Toy

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Elizabeth Toy commented,

Community comment Feedback - Help Center (Guide)

Having the same feeling here that I wish it could default to "Everyone".

 

Seems like this could be a really easy fix by adding an option in Guide Settings > Content Management titled "Set the default visibility for new Help Center articles".

View comment · Posted Oct 30, 2018 · Elizabeth Toy

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Elizabeth Toy commented,

Community comment Feedback - Ticketing system (Support)

It seems a simple solution would be to allow fractions of numbers in the field for Hours since/until next SLA breach, as opposed to whole numbers. Then .25 would be 15 minutes, 1.5 would be 90 minutes, etc.

 

View comment · Posted May 18, 2018 · Elizabeth Toy

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Elizabeth Toy commented,

Community comment Q&A - Tickets and email

@Alex, a coworker of mine just found your app and we installed it immediately—I think it'll be a great app for us. We needed a solution to relate one ticket to many (something the Project app we're currently using doesn't do) and we're so excited to use it! 🌮

View comment · Posted Jan 24, 2018 · Elizabeth Toy

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Elizabeth Toy created a post,

Post Discussion - Tips and best practices from the community

Automate sending emails to remind an end user you're waiting for them to answer, and if they never answer, close the ticket. Less manual updating for agents!

Here are the three automations:

And the configuration of each:

 

1. Pending for 2 weeks

2. Pending for additional week

3. Pending 18 (business days) and reminder 2 email sent

 

If they do reply, remove the tag(s) added from automations with a trigger so the process can be repeated if you set it to pending again.

Posted Jan 11, 2017 · Elizabeth Toy

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Elizabeth Toy commented,

Community comment Feedback - Community Forums (Gather)

In previous comments, there was consideration to add text in the email that called out the fact that a reply wouldn't post a comment, but that doesn't seem to have happened. Can that at least be done? Many people (myself included) don't check an email address before sending a response, so the "noreply" is often overlooked. At least if it's written in the body of the email, it's more likely to be seen.

View comment · Posted Nov 16, 2016 · Elizabeth Toy

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