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Joel Hellman
Joined Apr 15, 2021
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Last activity Sep 17, 2024
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Latest activity by Joel Hellman
Joel Hellman commented,
Anunay Sinha can you confirm that ticket deletion schedules delete email side conversations connected to the deleted ticket?
View comment · Posted Sep 17, 2024 · Joel Hellman
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Joel Hellman created a post,
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue
For our 140 agents and admins, we wish that we could make Macros visible (and recommended) based on ticket properties. Today Zendesk only supports a ticket group (i.e. team) based access, or to make macros available to all agents.
We have tickets for specific business processes that we use macros to manage, and those macros should only be applied to them and be available as the tickets move between different teams.
This is a feature request that would improve the employee experience for our agents, reduce administrative burden for our admins by minimizing the need for contextual workspaces (which are awkward to use and update for macros), and help our company’s business processes be more efficient, decreasing errors caused by agents.
What problem do you see this solving?
It would help our business processes run more smoothly as different teams in Zendesk collaborate on the same business processes but across different customer segments and reassignments.
It would ensure process-specific macros are not inadvertently applied to the wrong tickets, preventing issues in business processes and reporting.
It would improve the employee experience by ensuring macros are not shown to agents or in situations where they are not meant to be used, making it easier for agents to directly access the right macros for the business process.
It would also help admins and agents by providing a more intuitive configuration for recommended/available macros directly on the macro page, rather than relying on a disconnected Contextual Workspaces page that only admins can access.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur, and how does this impact your business?
This is a persistent issue for us. Problems with accessing and suggesting relevant macros for specific processes occur every day. Since we use the workaround of showing all macros to all agents, the impact is limited to the frustration of irrelevant macros showing up, agent uncertainty about when macros should be applied, and complaints from agents and teams about seeing irrelevant macros in their daily work.
Example when it goes wrong
An agent is handling a digital power of attorney ticket request with specific data. We have designed a specific series of macros that streamline a business process and communication. Issues occur when the ticket moves across teams, and we haven't anticipated that another team would need access to that macro. The agent might incorrectly apply a visible macro to a ticket where it's not meant to be used, failing to notice that custom placeholder fields are blank or that their action has inadvertently altered custom fields meant for other processes.
Are you currently using a workaround to solve this problem?
For now, the only maintainable solution we've found is to stop using the “Available for” access condition on the Macro page and instead make macros available to “All Agents” for all macros connected to specific business processes. These macros are then applied to tickets that have certain data via tags, custom fields, etc. Additionally, we use the contextual workspace feature to suggest when macros should be recommended.
However, we have no solution to prevent macros from being applied to tickets where they should not be used.
We have in-house Zendesk app developers and considered writing our own Zendesk App to show/hide Macros based on ticket properties, but there is no (at least public-facing) support for this in the Zendesk Apps Framework, so it wasn’t possible.
What would be your ideal solution to this problem? How would it work or function?
The ideal solution for us would be to add an option on the Macro page for macros that we associate with specific business processes tracked in Zendesk via ticket properties. This option could offer something like a “Ticket condition,” similar to what is already present in the Contextual Workspaces for recommended macros.
In fact, we would prefer having macro filtering/recommendation based on ticket properties directly on the Macro page. Today, it's possible to recommend macros in Contextual Workspaces, but the issue is that only admins can configure Contextual Workspaces. We delegate macro management to many agents, and maintaining the mapping between Contextual Workspaces and macros is awkward, especially since the macros listed in Contextual Workspaces are disconnected from the Macro page itself.
Ideally, if we have used this new ticket condition on the Macro page, that Macro should always show up in the “Recommended list” since we have explicitly designed the macro for that situation, and it should not be visible otherwise.
We don't mind at all if the macro is “technically” invokable (i.e., via API etc.) even if the ticket conditions are not fulfilled. This request is focused on making it easier for our business to follow processes, not about security concerns.
Posted Sep 12, 2024 · Joel Hellman
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Joel Hellman commented,
We had a simple field where we collected several values. To report on this, I had to create custom calculated metrics with 0/1 for each option had been selected or not. Then redo the calculation if we add more options.
I'd like if multiselect fields could either get a string-joined variant by default (that is just a texta attribute), or that we get an function in explore to do the join, with some delimiter of our choice.
Accordnig to a Zendesk ticket today I got response from an Zendesk on, it's not possible to join or report using built in functions. I didn't find any way myself either.
One alternate solution that might be of use - depending on your use case - might be to create a calculated metric for each multiselect value of choice using an expression like IF ([YourAttribute] = “Label”) THEN 1 ELSE 0 ENDIF, and then include each such metric in the report. Since its a metric, it won't create additional rows.
Then you'd need to do some lookups and string concatenation in Excel or other ways to try to produce a new column with the concatenated 1-values.
Solution is cumbersome to create as you might need to create many calculated metrics, it needs to be maintained if you add more values, and then you'd need to implement the solution to join it, once exported.
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View comment · Posted Jun 20, 2024 · Joel Hellman
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Joel Hellman created a post,
Hi Zendesk
I escalated an issue today via the Get Help feature in our Zendesk Account and had a poor customer experience (CX) during the non-assisted escalation flow.
Escalation process
I started escalation in our Zendesk Support account, as the account admin, using Get Help.
Then I ask some requestions and get responses. I need to escalate to a human.
On issue I have is the bot is very slow. It repeatedly took 5-8 seconds for return queries.
I am a bit annoyed perhaps, but it's ok.
Speak to an agent stalls for over a minute
Eventually I get the option “Speak to an agent”. I click the button and get 3 fields to fill out:
Next, the bot shows some animations (checkboxes) and then just stops. There are no instructions to wait, no spinners.
Since this is not my first time experiencing this, and it has been slow before, I just waited.
Nothing happens for about 60-90 seconds.
After that long wait, it finally continues.
I get a link “Add details to ticket” that leads to a 404 page
Now I get the UI below, …conversation forwarded to Technical Support.
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The link “Add details to Ticket” is to https://support.zendesk.com/hc/en-us/requests/>
When I click that link, and I get a 404 page.
I Get an Email "Help is on the Way" 5-10 Minutes Later
Should It Be This Hard to Escalate a Request?
Looking Forward to Seeing Improvements
You have a conceptually good solution here, but as you can see, it has room for improvement.
Edited Jun 19, 2024 · Joel Hellman
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Joel Hellman commented,
So the one-time export did happen (I mentioned earlier no confirmation), I got 3 exports some time after.
The web link in the reports did not lead to the https://.zendesk.com/explore/studio#/dataset-exports link, but I ended up at the explore main page, and had to navigate from there, and then choose one-time exports tab, to see them.
Then I had to press a download button to get .zip file with content like below
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I think this would be a hard to be useful for us, for any automated process.
View comment · Posted Jun 18, 2024 · Joel Hellman
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Joel Hellman commented,
Hi Brett Bowser another point of feedback.
One year ago I asked how we can access the csv exports.
The answer then was a manual export. This feature is not very valuable for us is the only option is manual export.
Since the beta was completed as I gather its mostly getting ready for GA now, has this situation improved? I.e. can we now choose to access the export via API other methods, that are suitable for 3rd party automatic processing?
View comment · Edited Jun 18, 2024 · Joel Hellman
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Joel Hellman commented,
Hi Brett Bowser If I create a one-time report, nothing happens at all when I create it, or at least there is no feedback at all that indicates something happened. If I create a schedule report, I can see it listed in schedules.
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View comment · Posted Jun 18, 2024 · Joel Hellman
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Joel Hellman commented,
Is this something that anyone have experience in, or maybe Zendesk can weigh in here?
View comment · Posted Apr 24, 2024 · Joel Hellman
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Joel Hellman commented,
I agree on the top 5 - I really want to see all, or more (20). Or a separate view of the endpoints where requests have fails.
The Top 5 endpoints by 429 errors, shows 5 requests with 0 number of 429 errors.
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View comment · Posted Apr 18, 2024 · Joel Hellman
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Joel Hellman commented,
The blank period should be 500 rest errors from Zendesk) but graph only shows 429 and succesfull requests afaik, it looks a bit weird there.
View comment · Posted Apr 18, 2024 · Joel Hellman
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