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Graham Robson

Joined Apr 16, 2021

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Last activity Mar 05, 2024

The OG - 2021

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ACTIVITY OVERVIEW

Latest activity by Graham Robson

Graham Robson commented,

Community comment Q&A - Tickets and email

Hi Elizabeth,

Can I just clarify the type of field(s) you have in place for your levels.

Is this implemented with a single dropdown configured with nesting Level1::Sublevel 1.1

or

Do you have a Dropdown for Level 1 another for Level 2?

Is the ideal field structure two fields: (1) Level (2) Sub-level i.e. one common Sub-level field to make it way easier to report and configure any Zendesk business rules.

Thanks,  Graham

 

 

 

 

View comment · Posted Mar 05, 2024 · Graham Robson

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Graham Robson commented,

Community comment Feedback - Ticketing system (Support)

Hi Lorand,

You may like to try our app Formset (free 30 day trial) It supports the ability to hide Brand Option values as defined in conditional rules. 

The driving field can be something like Group, a hidden field that defines which brands the should be available to the ticket, or an Org field applicable to the requester.

Thanks,  Graham

View comment · Posted Apr 26, 2023 · Graham Robson

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Graham Robson commented,

Community comment Q&A - Apps and integrations

Hi Josine - You could also check out our Flowset App which supports the agent experience, although not directly the customer experience. Flowset guides agents, reducing handling time and increasing accuracy.

Design Definition

Agent Flowset Assisstant

Graham (Cloudset)

 

View comment · Edited Dec 16, 2021 · Graham Robson

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Graham Robson commented,

Community comment Q&A - Tickets and email

Hey Mitch,

We have an app that directly meets your needs called Formset  

The particular feature you are looking for is called dependant value fields. It allows you to sub-set one common field. This isn't supported by Zendesk's native conditional fields.

This Cloudset App is available on a subscription basis with a 30-day FREE trial.

Graham (Cloudset)

 

 

View comment · Posted Sep 10, 2021 · Graham Robson

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Graham Robson commented,

Community comment Q&A - Users, groups, and organizations

Hey Casey,

We have an app for that :-)

Our Formset App by Cloudset is able to implement conditional fields for both user and organization custom fields. It's great for hiding clutter and need-to-know data as it can be driven by group membership.

Formset is available from the Zendesk App Marketplace on a FREE 30-day trial.

Reach out to us via the Contact Us link in our app listing if you have any questions.

Graham (Cloudset)

---

This comment has been edited by the Zendesk Community Team to conform to our Community Code of Conduct.

 

 

View comment · Posted Jun 11, 2021 · Graham Robson

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Graham Robson commented,

Community comment Feedback - Ticketing system (Support)

Hi Chris,

We have a commercial app called Systemset, which includes a capability we call End-user Views:

It's a like-for-like substitute for the standard Zendesk UI, the subtle addition of the ability to configure which column data to display. In summary, it allow you to have a richer relationship with your customers.

Reach our to us at support@cloudset.net or you can take out a FREE 30-day trial from the Zendesk App Marketplace here.

Graham (Cloudset)

 

 

View comment · Posted Jan 18, 2021 · Graham Robson

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Graham Robson commented,

Community comment Q&A - Objects, workspaces, and rules

Hi Andrew,

Yes - you can natively hide fields from end-users, but not the inverse, agents will see all fields. 

You'd need Zendesk Forms (Enterprise or Productivity Pack) to configure the agent field visibility. Otherwise, you'd need something like our CloudSET Conditionality App - a commercial app from the Zendesk Marketplace.

In the following case, a conditional rule is shown that, will in effect, hide from agents, a field.

If you want to hide fields for all i.e. you have some control fields. You can hide from end-users easier enough, but not agents. You can either use CloudSET Conditionality as above or use our CloudSET Tailoring App, which will more straightforwardly hide custom fields globally.

Hope this helps

Graham (CloudSET)

 

 

View comment · Posted Nov 02, 2018 · Graham Robson

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Graham Robson commented,

Community comment Feedback - Ticketing system (Support)

Hey Matt,

A solid piece of work here, although it appears to come from a suggested solution orientation.

However, it does highlight the GDPR pain points, and what might work best from a Zendesk admin perspective i.e. define policies and have them enacted.

At a recent public GDPR and Zendesk Webinar, Zendesk did allude to Zendesk doing and planning much at the product level to more deeply support admins with GDPR management tasks beyond the basics. My understanding is that tickets won't be deleted since that would cause distortion of reporting statistics, rather they would semi-deleted/modified to remove GDPR sensitive data.

As you highlighted, closed tickets are currently in a lock-down scenario, so we do really need some Zendesk enablement here, hopefully at the API level too.

Here at CloudSET, a commercial Zendesk App Development Partner, we are prototyping the use of Zendesk new Custom Resources API, which allows the addition of different object types and relationships between them and core Zendesk objects. This offers up some mouth-watering possibilities to model GDPR policies, and enact them using existing and new Zendesk Services. This includes the whole world of Zendesk Apps Framework and the Apps you can build yourself, or obtain from partners like CloudSET.

As such, there are some fundamental capabilities that only Zendesk can provide, with either Zendesk fleshing out the full solution at the product level and/or allowing other parties to provide a full solution set. 

If anybody is interested in partnering with CloudSET 's Early Adoption Program for Customer Data, please reach out to us at info@cloudset.net.

Graham Robson - CloudSET (Coherence Design)

View comment · Posted Apr 24, 2018 · Graham Robson

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Graham Robson commented,

Community comment Feedback - Ticketing system (Support)

I've seen this used in workflow solutions where workload balancing needs to be managed. Typically, a count of how many active 'items' each member has is used to determine who to allocate next.

I'd imagine that the rules engine could be readily used as a component to implement such functionality and provide further sophistication to target the most suitable agents based on skill sets. 

Here's a link to an interesting method to manually help decide on allocation from Chris Busse (as spotted by Justin Flitter Zendesk Evangelists

on http://www.linkedin.com/groups?gid=113452)

http://www.chrisbusse.com/blog/tabid/55/articleType/ArticleView/articleId/39/How-to-create-a-custom-Backlog-by-Person-report-for-Zendesk.aspx

Chris is able to use trend reporting to get a visual sense of loading between agents. This includes uneven loading that reflects real world business scenarios.

David's point about the issues around push or pull allocation show that despite technology, the human phycology side plays a significant part.

View comment · Posted Jun 01, 2009 · Graham Robson

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