Recent searches


No recent searches

Ben Lucier's Avatar

Ben Lucier

Joined Apr 15, 2021

·

Last activity Sep 05, 2024

Following

0

Followers

0

Total activity

16

Votes

2

Subscriptions

7

ACTIVITY OVERVIEW

Latest activity by Ben Lucier

Ben Lucier commented,

Community comment Feedback - Ticketing system (Support)

Yeah, I have to agree with Matt on this.

I've implemented and managed Zendesk at four different companies. All companies have been SAAS-based. Zendesk is an amazing platform and it has helped my teams provide amazing service to our customers. 

This one small missing piece of customization has been a huge struggle for us. As a leader my job is to provide clarity to my teams. I've had teams of 100+ and teams as small as 6. We've set up SLAs, we work to be as tight as possible around all things, including the views we've carefully configured so individuals know exactly what work is to be done. 

All of this carefully-crafted workflow falls apart every time my agents login, when the default page is every ticket in the queue and not the primary view for the agent. 

It isn't possible for me to love a company like Zendesk any more than I already do. I think a lot of us feel that way. They have an amazing team and I don't know how I'd manage without them. The product is world-class.

If and when this "challenge" is solved, it will be the equivalent of Christmas for us.

Love,
-Ben

View comment · Posted Feb 11, 2016 · Ben Lucier

0

Followers

1

Vote

0

Comments


Ben Lucier commented,

Community comment Feedback - Ticketing system (Support)

Yeah, that's how we do it too, Helen.

View comment · Posted Jun 04, 2015 · Ben Lucier

0

Followers

0

Votes

0

Comments


Ben Lucier commented,

Community comment Feedback - Ticketing system (Support)

I agree with Remco and I empathize with Darla and others who, like me, are truly confused and frustrated by lack of movement on this.

I also realize that for 95% of Zendesk customers, this probably isn't an issue (hence no movement), but there are some of us who work really hard to create a perfect "view of work" for our teams, and unfortunately, when they log in, are presented with not that view. :/

View comment · Posted Jun 03, 2015 · Ben Lucier

0

Followers

0

Votes

0

Comments


Ben Lucier commented,

Community comment Feedback - Ticketing system (Support)

I have almost 100 agents using this as their default view, and I'm constantly reinforcing them to ignore that default dashboard view. You guys are killing me over here. 

View comment · Posted Mar 05, 2014 · Ben Lucier

0

Followers

4

Votes

0

Comments


Ben Lucier commented,

Community comment Feedback - Ticketing system (Support)

Maxime, et al: What's the best way to get more visibility on this? I've tried the forums, I've sent some emails, I've spoken with support. This is *not* one of those things that's killing our business, but I do think it's important enough to have some focus on. At this point, I'm starting to feel ignored. I'd like to keep working with you on this, but it would be helpful if somebody would pick up the other side of the conversation (please?).

View comment · Posted Sep 09, 2013 · Ben Lucier

0

Followers

1

Vote

0

Comments


Ben Lucier commented,

Community comment Feedback - Ticketing system (Support)

Maxime: I'm sort of disappointed by your update. :) For us, this isn't really one of those 'nice to haves' where it's ok to be a bit wishy washy, and ask for people to 'vote up' a 'feature'.

With the launch of the new interface, Zendesk has effectively told my staff to "Start Here"... and it's a place where I don't want them to be. (our primary views have different information displayed and are sorted by latest update, not oldest ticket).

Have you considered letting us tell Zendesk what the default view should be. It's disappointing the way this is setup because I'm *constantly* asking my reps to ignore that View/Queue/Whatever and use the primary View we have setup for them instead.

I'm a big fan of Zendesk, and I haven't said anything because I expected this to be 'fixed' by now. Please help.

View comment · Posted Aug 27, 2013 · Ben Lucier

0

Followers

6

Votes

0

Comments


Ben Lucier created a post,

Post Discussion - Tips and best practices from the community

My name is Ben Lucier and I've been a Zendesk customer for as long as I can remember. I wrote this article on my personal blog, and at the request of Zendesk, I thought I'd share it here too. I hope it makes your life easier.

If you’re a new customer of Zendesk, you’ve probably noticed the bland default HTML template. The simple default is the best choice for those just starting out because it’s uncomplicated to read if you’ve got a basic understanding of HTML and inline CSS.

I thought I’d share a template that I’ve been using for a while now that might be helpful if you’re looking to add your company logo, office hours, contact information and social media channels.

First, let's take a look at what an email looks like with the Zendesk default template applied:

The template is pretty darn drab, isn't it?

When customers contact your company, they’re looking for something. Maybe they’re having trouble and need help, or they might be inquiring about buying something.

Don’t let the opportunity pass!

Putting the important details in your help desk email template is a great way to let your customers know about your customer community, social channels, support hours, and more.

Here’s what the template looks like with a revised template:

The new template includes hours of operation, phone number, company logo, and links to the blog, help site and forums, Twitter, and Facebook.

If you want a more helpful email template for Zendesk, I've attached a file which contains all the necessary files you need and follow the instructions below.

Customize the Zendesk email template for your company

Once you’ve finished customizing the template with your company details, the only thing left to do is add the email template to Zendesk. You can do this by logging in as an administrator, then clicking Admin Center -> Channels -> Email. Then, delete the existing HTML in the HTML Template field and paste your new HTML. Remember to click Save.

Posted Jan 04, 2013 · Ben Lucier

2

Followers

36

Votes

5

Comments