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Helene Unland

Joined Apr 15, 2021

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Last activity Dec 18, 2024

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ACTIVITY OVERVIEW

Latest activity by Helene Unland

Helene Unland commented,

Community comment Feedback - Ticketing system (Support)

Once again, asking for an update on why you have still not implemented side conversations on mobile. I am tired of your webinars with new announcements and emails from your sales people trying to get us to order more features we don´t need, while you continue to ignore all the requests to improve important existing features. 

View comment · Posted Sep 13, 2021 · Helene Unland

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Helene Unland commented,

Community comment Feedback - Ticketing system (Support)

Still no change, and I am now getting asked to fill out feedback forms just so Zendesk can again tell me a year later that they have no "short time" plans to implement this feature lol. How much more feedback do you need until you notice that your customers actually want to be able to use the side convo feature on mobile, after paying good money for it? sigh

View comment · Posted Sep 15, 2020 · Helene Unland

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Helene Unland commented,

Community comment Feedback - Ticketing system (Support)

Very disappointed that after so many customers asking for this feature all we get is a "Thanks for your feedback" and - sorry no ETA. We are PAYING for this feature and unable to use it on Mobile. This is frustrating and keeping us from being as efficient as possible. Please indicate what exactly is the reason why you decide to not implement this important feature on mobile (as well as a lot of other basic features which inexplicably are also not available, such as seeing form fields or labels).

View comment · Posted Jul 06, 2020 · Helene Unland

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Helene Unland commented,

Community comment Feedback - Ticketing system (Support)

Four month have passed, and still we get no answer about when you will make side conversations available on the mobile app. This is disappointing to say the least.

View comment · Posted Aug 13, 2019 · Helene Unland

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Helene Unland commented,

Community comment Feedback - Ticketing system (Support)

I must agree, this feature needs to be added urgently to th mobile app asap! We have mobile only agents who frequently end up causing ticket collisions because they don't have a way to notice that a desktop agent is already working on writing an answer to the same ticket. Please add this feature and keep us from wasting our agents time when they could be already working on another open ticket.

View comment · Posted May 26, 2019 · Helene Unland

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Helene Unland created a post,

Post Feedback - Ticketing system (Support)

We have agents that work exclusively from mobile. We need to often use markup to show code snippets when we troubleshoot problems customers have with setting up our software. On the mobile app, we cannot use  something like 

```this is the code that does not work```

or any other markup. This is an essential feature we need to properly format our responses to customers.

When will you put this on your roadmap? I already know it is not a planned feature now. We support thousands of devs that have technical questions, and this is making your mobile app pretty useless. Even worse, our agents can't even use your website on a mobile browser because it is almost impossible to even read your pages and fill in fields on forms when on mobile. When will you optimize your zendesk web pages for mobile? You should at least do that if you do not want to implement essential features in your mobile app. Besides the markdown missing, also twitter does not allow more than 140 caracters on mobile (2 years after this was changed by twitter) and also I cannot see the side conversations on mobile. 

It causes us a lot of frustration to have to tell our mobile agents that we cannot offer them any satisfactory ways to efficiently answer questions on mobile with Zendesk. 

 

 

 

Posted May 15, 2019 · Helene Unland

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Helene Unland commented,

Community comment Feedback - Ticketing system (Support)

So one month has passed since your comment Toby and I still see no evidence that you mention anywhere in your documentation that the side conversations will NOT work on the mobile app? We just activated the trial after watching your webinar on the subject, and now I am just as disappointed as the other users who commented on this thread, that our agents who answer tickets exclusively on mobile are unable to see existing side conversations on tickets from their mobile, create new ones or reply to them by email either as that would defeat the purpose as the replies would be visible to the requester if the assignee answers a comment from a side conversation one one of their tickets back by email.

It is top priority for us that you activate the side conversations feature on mobile! 

View comment · Posted Apr 30, 2019 · Helene Unland

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