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Rusty Wilson's Avatar

Rusty Wilson

Joined Apr 15, 2021

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Last activity Sep 26, 2024

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ACTIVITY OVERVIEW

Latest activity by Rusty Wilson

Rusty Wilson created a post,

Post Q&A - Objects, workspaces, and rules

I have an automation that is currently working fine. All I want to do is add some logic to ensure that it wont run more than 1 time every 5 days.

I thought this would be simple:
1. add an action to automation to set a custom field on the user object to DATE
2. add an addition check to the automation for NOW - DATE ≥ 5, if that condition isn't met, automation won't run. If condition is met, then per step 1, a new DATE will be written to the custom field on the user object.

Apparently there is no way to make this simple process work - unless I'm missing something. Am I missing something?!?

Problem 1: in the actions I've discovered I cant use something like {{now}}, or {{date}} for the custom date field as it will take only numbers or a pick from the calendar object.

Problem 2: even IF I could get a date into the custom field, there's no logic it seems to do a simple {{now}}-{{today}}

So what solutions has anyone come up with to limit the rate of an automation? 

Posted Sep 26, 2024 · Rusty Wilson

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Rusty Wilson created a post,

Post Feedback - Ticketing system (Support)

Hi,

Please add “REQUESTER” as a column that either is standard, or can be added, to the Organizational Requests view in the help center for our customer.

Many of our customers have asked for this feature often. Usually, it's a manager that wants to quickly scan the ticket list for any tickets awaiting feedback from anyone in their org. Right not the only way to determine who a ticket is waiting on is to go into the ticket to see “Requester”.

It sure would be a LOT better CX if the requester was simply one of the columns displayed in the ticket list view.

Edited Sep 23, 2024 · Rusty Wilson

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Rusty Wilson commented,

Community comment Feedback - Chat and Messaging (Chat)

Although I didn't find this infor in any help document, I did stumble across this in Explore: “Live data (including Messaging)”

This looks like it might be an acceptable replacement for the dashboards I mention above - but I have 2 questions:
1. Why isn't this just implemented in the main interface - it's cumbersome to have to go to Explore to get live, operational metrics
2. How “live” is this data? The chat dashboards are realtime - is the explore dashboard also real-time, or is it “near real time”

Thanks.

View comment · Posted Aug 30, 2024 · Rusty Wilson

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Rusty Wilson created a post,

Post Feedback - Chat and Messaging (Chat)

REQUEST: Messaging Needs Live Dashboard Metrics

Almost every article in the Zendesk help site advises that Chat is going to be deprecated, and users are STRONGLY and REGULARLY urged to move to messaging. Since we had neither in place, we took this advice and have moved forward with messaging.

This seems to have been a mistake.

It seems if you use messaging (not chat) you will love some features and functionality.

Case in point - EVERY METRIC in the dashboard shows this warning: “This Section Doesn't Apply To Messaging”.

In a prior org, we had Chat deployed and these views/dashboards were absolutely *critical* to the operation of our org. 

I'm “blind” without them, and the suggestion to use "explore" (reporting) is not sufficient.

If you are driving people to use messaging, I would expect that an out of box experience should “just work”.

I should not have to “Learn about how messaging impacts Chat” and make concessions to make the promoted feature work.
 

Edited Aug 30, 2024 · Rusty Wilson

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Rusty Wilson commented,

CommentGetting started with Zendesk AI

So I've been looking into this some more since my post above... and for the current suggested pricing, I can purchase a much more robust, feature complete and market tested enterprise level AI from several different vendors (I'm not listing them out of respect for Zendesk, but I assure you that you won't have to look hard to verify for yourself).

I can't see anyone being able to get an ROI at $50/user/mo.

(and by the way what happened to "Free with Suite and Enterprise") ?

View comment · Posted Oct 18, 2023 · Rusty Wilson

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Rusty Wilson commented,

CommentGetting started with Zendesk AI

$50 per agent per month is very steep pricing.

This *single* feature is almost 50% of the cost per agent of a Professional subscription.

Or putting it more simply, you've just raised the price of the PRO subscription by almost a 50% uplift.

The ROI will have to be very strong indeed to justify a cost expenditure of this magnitude.

View comment · Edited Oct 06, 2023 · Rusty Wilson

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Rusty Wilson commented,

Community comment Feedback - Reporting and analytics (Explore)

I just got an email saying my feature request has been implemented and admins now see ALL dashboards! 

THANK YOU Zendesk for making this happen!!!

My infosec team is MUCH happier now.

View comment · Posted Sep 28, 2023 · Rusty Wilson

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Rusty Wilson commented,

CommentWeb Widget documentation

If the only place we plan to put the web messaging widget in on our help center, and if we assume the customer has logged in to our help center (which I'm trying to figure out how to make a requirement before the widget is shown), do I need to worry about setting up JWT/Authentication since the site will already know who is logged in?

View comment · Posted Jul 27, 2023 · Rusty Wilson

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Rusty Wilson commented,

Community comment Feedback - Reporting and analytics (Explore)

Zendesk - is this ever going to be fixed? I would think a company in your position would take security exploits much more seriously... 

To reiterate - two scenarios - one "honest mistake", one nefarious.

1. An agent creates and publishes dashabord(s) with all the best intent, but is presenting PII, or other sensitive information unbeknownst to the Zendesk admin or the company's infosec team.

2. An agent seat is compromised (and the odds go up as you have more agents), and a dashboard is created, and published, without any knowledge of Zendesk Admin (and thus infosec) and releases confidential information.

With the potential for such severe ramifications, the lack of response on this is alarming. 

View comment · Posted Aug 31, 2022 · Rusty Wilson

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Rusty Wilson created a post,

Post Feedback - Reporting and analytics (Explore)

The good: the out of box "Zendesk Support" report is quite useful as-is. I generate most of my reporting from it.

The less-good and what I'd like improved:

1. When you change tabs within the dashboard, your date selection is reset and you must fix it every time... on every tab. For example, if you are on the "Tickets" tab and looking at the last week of data (default is always last 30 days), then when you move to the "efficiency" tab, the date selection will be reset to the default - NOT what you were just using. You have to reset it as you navigate to *every* tab.

2. The pre-set selections need more options. There's a last year for example, but there should also be a "last 12 months", "This Quarter", "Last Quarter", etc. I suspect I could clone and add these, but it would be nice to see them out of the box.

3. I think this is actually a DEFECT: if you use the "advanced" date selection for the "Last 12 months", the start date is always the FIRST day of the month from one year ago, not the current day. For example, if its 8/25/22 then I expect when I choose "Last 12 Months" as the start date time, the start date will be 8/25/21 - but it actually will come up as 8/1/21. Wrong. I can work around by selecting "Last 365 Days" - but I still think this behavior is a defect.

Edited Aug 31, 2022 · Rusty Wilson

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