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Robert Forrest

Joined Apr 16, 2021

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Last activity Feb 13, 2024

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ACTIVITY OVERVIEW

Latest activity by Robert Forrest

Robert Forrest commented,

Community comment Feedback - Ticketing system (Support)

Thanks for the update Kirsten although having it as an end-user option strikes me as odd -we would be looking to enforce end-user MFA/2FA as an administrator or our ZD instance rather than leaving to end users to decide - as Chris says - I don't believe end users will voluntarily turn on security and even if most do it only takes 1 login to be compromised for that data (possibly for an entire organisation or User Segment) to be exposed. Please consider this as a priority for addition.

View comment · Posted Feb 13, 2024 · Robert Forrest

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Robert Forrest commented,

Community comment Feedback - Ticketing system (Support)

Hi - Last March (2023) you indicated this is on Zendesk's short-term roadmap. Can you update please with some specific timeframes we can expect this please - e.g. Q3 2024 etc.

In order to provided the highest level of security to our customers as part of our ISO 27001 compliance we would very much like to see this feature as a priority for End User Authentication

Thanks

View comment · Posted Feb 09, 2024 · Robert Forrest

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Robert Forrest commented,

CommentTicket management

Hi

Is there a way to restrict (both Agents and End Users) access to archived tickets to e.g. to only certain roles - e.g. Admin?

If there is, is there way to select which archived tickets to restrict - i.e. a sub-set of all archived tickets?

Thanks!

View comment · Posted Jan 30, 2024 · Robert Forrest

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Robert Forrest commented,

CommentMeasuring success

It would be a great feature to have control over when the colour changes happen as time expires towards the next SLA breach. For example we have an SLA for a 1st response within 8.5 business hours. But it would be good for that to change from Green to Amber after e.g. 4 hours or something configurable (either as a % of the SLA time or a specific time). Having it only change 15 mins before the SLA i.e. breached is not so much use since a ticket could take longer than 15 minutes to answer. So having more of a configurable change could help with support team prioritisation

View comment · Posted Oct 06, 2022 · Robert Forrest

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Robert Forrest commented,

Community comment Feedback - Ticketing system (Support)

+1 - We would find this a very useful feature and something we use much more than the Merge functionality that is available natively. When a customer reopens a ticket with a new topic we like to split this out into a new ticket. This enables better reporting and feedback to the software team.

View comment · Posted Oct 06, 2022 · Robert Forrest

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Robert Forrest commented,

Community comment Feedback - Ticketing system (Support)

Agree this would be extremely useful. The number of times customers respond to a previous reply with a new query means we regularly split tickets to keep different questions separate. The ability to include images correctly inline with text and also select attachments would be extremely helpful also.

View comment · Posted Mar 17, 2021 · Robert Forrest

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Robert Forrest commented,

CommentBusiness rules

I'm struggling with setting holidays. I've tried various browsers (Edge, Chrome, FireFox) and all the same. The issue is that even after clicking 'Save' the Cancel/Save buttons remain:

If I switch to another page and back to schedules, the holiday is not saved.

If I click cancel I am told I have unsaved changes:

 

Seems whatever I do the 'Save' button isn't working?

What am I doing wrong?

View comment · Posted Mar 17, 2021 · Robert Forrest

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