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Charlie

Joined Apr 16, 2021

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Last activity Dec 27, 2023

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ACTIVITY OVERVIEW

Latest activity by Charlie

Charlie commented,

Community comment Feedback - Ticketing system (Support)

Tom Byrne Your request -- adding the ability to filter on whether a ticket has a followup or not -- is a good one, and worth pursuing, but does not address the broad need being raised in this thread, IMHO. Let's not lessen our ask of Zendesk just because they've failed to deliver!

View comment · Posted Jan 23, 2023 · Charlie

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Charlie commented,

Community comment Feedback - Ticketing system (Support)

Gaurav Parbat Is there an update on this? Your pinned post references 2022 roadmap, but we only have a few months left in the year. As others have pointed out, this issue has been requested since 2008 (https://support.zendesk.com/hc/en-us/community/posts/4409217618202) -- it couldn't be clearer that it's a major customer need.

View comment · Posted Sep 22, 2022 · Charlie

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Charlie commented,

CommentEnd users and organizations

I'm surprised there's no array/list option. I have a significant problem that such an option would solve, and the dropdown selection is a bit too complex to use as a substitute.

View comment · Posted Jul 15, 2022 · Charlie

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Charlie commented,

CommentHow to create and update reports

@... That sounds like a Zendesk job. We have our own jobs! This is obviously needed and it shouldn't take extensive community effort to get that message to your product team.

View comment · Posted Mar 03, 2022 · Charlie

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Charlie commented,

CommentTicket editor, assignee, and requestor

It's worth pointing out too that there's problematic inconsistency in the way the logic of this behavior is applied.

Changes made to a ticket form are reflected on closed tickets. As a result, those closed tickets -- from a UI perspective -- do not look like they did when they were closed, if the form has been changed. The ostensible intention to freeze tickets in the exact state they were in when they were closed is therefore not being achieved. 

View comment · Edited Nov 18, 2021 · Charlie

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Charlie commented,

CommentTicket editor, assignee, and requestor

This is really bad. I recently made some changes to our default ticket form that hide certain fields based on a new boolean ticket field. Because the new ticket field was only recently added, and defaulted to False for all closed tickets, a ton of information was automatically hidden on these old tickets. I tried to update the new boolean field on all of those old tickets via an api script and can't? Do I have to reverse the changes we made to our ticket form to expose those fields?? Really, really bad.

View comment · Posted Nov 18, 2021 · Charlie

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Charlie commented,

Community comment Feedback - Ticketing system (Support)

@... Gook @Zach Hanes (and all) - Good news from our Zendesk success rep: this particular behavior (end user who was not part of conversation replies to ticket, comment populates as internal note) can be disabled by Zendesk upon request from the account owner. We just put in our request, so yet to confirm that it'll work as expected, but wanted to let you know.

To mitigate the security risk, I just added a big disclaimer to our email template along the lines of "All replies to this email will be visible to the ticket requester. To initiate a new request, please send a separate email to [support email]"

View comment · Posted Oct 14, 2021 · Charlie

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Charlie commented,

Community comment Feedback - Ticketing system (Support)

Hi @...,

 

Thanks for looking into this. There's still one case that's not accounted for: when an end user who was not part of the original conversation (i.e. wasn't the requester and wasn't cc'd, but was forwarded the ticket thread separately) responds on the ticket thread, their comment populates as an internal note. This is true whether or not the "Make email comments from CCed end users public" setting is checked. Can we please add an option to change this behavior? We need all end user comments to be public replies in order for our SLA policies to work.

 

Thanks,

Charlie

View comment · Posted Sep 22, 2021 · Charlie

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Charlie commented,

Community comment Feedback - Ticketing system (Support)

This specific issue, and more broadly, the absurdly challenging (maybe impossible) task of trying to ensure that all of our open tickets get SLA targets, is forcing me to advocate for a change of support platform for our company. SLAs should be a central feature - why are they treated like an afterthought?

View comment · Posted Sep 21, 2021 · Charlie

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Charlie commented,

Community comment Feedback - Reporting and analytics (Explore)

@... This was on the roadmap one year ago - what's the status today?

This is critical, especially because of how unintuitive and buggy Explore is, generally; it's impossible to edit dashboards without trying things out and making experimental changes, some of which may need to be reverted. Having unintended changes or failed tests in the editor makes it impossible to move forward on anything else.

View comment · Posted Aug 31, 2021 · Charlie

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