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Jennifer Robichaux

Joined Apr 15, 2021

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Last activity Oct 27, 2021

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ACTIVITY OVERVIEW

Latest activity by Jennifer Robichaux

Jennifer Robichaux commented,

Community comment Feedback - Ticketing system (Support)

We've recently identified nearly 300 Organizations that have Users/Tickets which should be assigned to a different Organization. It's going to take us 5 hours to reassign the Users to the correct Organization, but the Tickets cannot be reassigned with the current tools.

On a related topic, we have 63K Organizations (with no tickets, but that were uploaded wrong over the years) that we need to delete. There is no reasonable bulk delete option, so this would take us an estimated 210 hours to complete. Obviously, that's not something we can even consider doing.

View comment · Posted Jan 09, 2018 · Jennifer Robichaux

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Jennifer Robichaux commented,

Community comment Feedback - Ticketing system (Support)

I've been following this for two years. So, I figured I'd leave a comment this time instead of just a vote up!

We're a B2B software business. So, we identify our customers as Organizations. Each account might have multiple employees, and we consider each of those a User.

We create Organizations in Zendesk by exporting our account data and uploading it into Zendesk. We have thousands of accounts, so we really need to be able to upload these in bulk. Sometimes our customers will change their company name, which then results in a *new* Organization in Zendesk.

When this happens, we then have two separate ticket histories for the customer. It also makes it difficult for our agents to assign new Users to the correct Organization when we have multiple records for the same account.

I have to imagine that many other Zendesk customers are also B2B, and given the numerous posts here, it seems quite evident. I'm hopeful that Zendesk can now divert some more resources to improving these business tools, now that they've completed their re-branding work.

We really love working with Zendesk with all of their beta testing and market research. Zendesk Product Managers - please reach out to us if you'd like more details about our workflow and the impact of not being able to merge organizations!

View comment · Posted Nov 09, 2016 · Jennifer Robichaux

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Jennifer Robichaux commented,

Community comment Feedback - Community Forums (Gather)

We're in the process of restructuring how we handle feature requests internally. As part of this process, our Product Team would like to be able to tag community posts with IDs that relate to tickets in our developers' queues.

As far as I know, the only way to have this information searchable right now would be to add a note to the original post. Since the IDs are nonsensical to our users, this would be a very clumsy solution.

In short - it would be great for us to be able to tag community posts and have those tags concealed from end-users. Thanks!

View comment · Posted Jun 22, 2016 · Jennifer Robichaux

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Jennifer Robichaux commented,

Community comment Feedback - Ticketing system (Support)

@Brian I noticed that Jake (Product Manager) had a pretty reasonable response back in August.

That said, with so much interest in this idea - something that would seemingly impact larger accounts more than smaller accounts - it makes me wonder how many votes are required to move an idea up the work list.  Of the dozen or so threads I follow, this is definitely one of the most requested ideas.

View comment · Posted Nov 05, 2015 · Jennifer Robichaux

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Jennifer Robichaux commented,

Community comment Feedback - Community Forums (Gather)

I second that @Ed

We're working on migrating our content over to the Help Center and we are very disappointed with the limitations of the Community forums.  Our goal is to provide a robust Community for our customers to self-help.  However, with such limited means of organizing the Community Forums, it will be much harder for our customers to interact with each other and our agents.

View comment · Posted Jan 14, 2015 · Jennifer Robichaux

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Jennifer Robichaux commented,

Community comment Feedback - Community Forums (Gather)

I second that @Ed

We're working on migrating our content over to the Help Center and we are very disappointed with the limitations of the Community forums.  Our goal is to provide a robust Community for our customers to self-help.  However, with such limited means of organizing the Community Forums, it will be much harder for our customers to interact with each other and our agents.

View comment · Posted Jan 14, 2015 · Jennifer Robichaux

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Jennifer Robichaux commented,

Community comment Feedback - Ticketing system (Support)

+1

View comment · Posted Nov 13, 2014 · Jennifer Robichaux

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