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Jesse

Joined Apr 15, 2021

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Last activity Oct 27, 2021

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ACTIVITY OVERVIEW

Latest activity by Jesse

Jesse commented,

Community comment Feedback - Ticketing system (Support)

We've recently found that this would be highly valuable for us as well. Seems silly to have a share by tag but not unshare.

View comment · Posted Aug 17, 2020 · Jesse

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Jesse commented,

Community comment Feedback - Help Center (Guide)

+1 to this request. We're having to hack around it by temporarily enabling comments and updating the thread then disabling them. We don't allow for comments for our use-case.

View comment · Posted Feb 11, 2020 · Jesse

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Jesse commented,

Community comment Q&A - Tickets and email

@... 

When agents change the status, sometimes it does not actually apply. They have to completely refresh the tab to get it to work or alternatively use the arrow drop-down to select the status.

View comment · Posted Jan 15, 2020 · Jesse

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Jesse commented,

Community comment Q&A - Tickets and email

Hi @... was there ever a solution to this? We're experiencing something similar. We do sync the status change of a ticket to an external source when we change the status.

It doesn't appear it happens consistently and only happens to a couple of people so far.

View comment · Posted Jan 11, 2020 · Jesse

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Jesse commented,

Community comment Feedback - Ticketing system (Support)

The other problem with this is that the ticket redaction app (or even the API for that matter) won't remove text from these comments so it's a GDPR concern.

View comment · Posted Dec 19, 2019 · Jesse

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Jesse commented,

Community comment Feedback - Reporting and analytics (Explore)

We would also love to see reporting for Guide as we embark down the KCS journey.

View comment · Posted Nov 22, 2019 · Jesse

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Jesse commented,

Community comment Feedback - Reporting and analytics (Explore)

This is absolutely something we would love to see as well. 

View comment · Posted Nov 22, 2019 · Jesse

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Jesse commented,

Community comment Feedback - Reporting and analytics (Explore)

I'm happy that this is being looked into and hope that it becomes a high priority to get into Explore. We're in the process of transitioning to ZenDesk and not having the ability for agents to have their own dashboard (without creating individual dashboards for 60+ people) is a feature decline from what we've had in our legacy system.

Agents love to see their own stats on a consistent basis, is there any timeline on this as of yet (asking again because the last staff update here was 5 months ago)?

View comment · Posted Nov 22, 2019 · Jesse

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