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Angelique Paulus
Joined Apr 17, 2021
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Last activity Jan 04, 2022
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Latest activity by Angelique Paulus
Angelique Paulus commented,
In this knowledge article it indicates a list of type fields you can add.
On our end we don't have Multi-select available either on "user fields" or "organization fields".
See overview of options we have under new user fields.
Is that a mistake in this article or will that option become available on short term in our environment?
View comment · Posted Dec 02, 2021 · Angelique Paulus
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Angelique Paulus commented,
- Filter on type field that indicates if the action is related to login/create/update/destroy/Permanently destroy. Where a multiple select or exclude type would be possible. (That would also give the option to filter out the login lines.)
- Extra column with information like type of element that gets updated and make sure that one can filter on that.
If you export the file to CSV (currently only option to filter out on "type" field) and filter that field for example on "Update" there is a lot of different type of information underneath. The column "Item changed" the one time is about an agent account, the other time about a setting change. As for changes on the agent account it indicates the name of the item that is changed (which is good information). However currently not possible to use another column to filter out if you only want to see any changes in Agent accounts. You will have to find the names of the individual agents one by one to filter it out. - Other example is that you might want to have an overview of all updates of any organization card. Currently not possible to filter out on all updates of organization cards or even to filter on the specific name of the organization to see what has changed to that card.
- The "changes" column doesn't always have an indication of what changed. So it can be that there is a line of type = update, item changed = name of an agent, changes column = empty. So we can see somebody changed something but we haven't got a clue what has changed. More structure in what is documented in this field and what in the item changed would make it easier to use filters and search what you are looking for
- Could we get some flexibility on indicating which updates we would like to receive in the audit log. For instance there is no change log on a organization or person card, but certain changes on these card appear to be ending up in the audit log, but not all or not the once that we would require (and sometimes that are customer user or organization fields we would need this for)
- Agree with earlier mentioned request to be able to notify somebody via triggers on certain changes. So there is an option to check if it is an appropriate change
View comment · Posted Nov 18, 2021 · Angelique Paulus
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Angelique Paulus commented,
@...: in your comment you reference to a link about reporting on Jira fields. but that link is not working for me. Can you provide access?
View comment · Posted Oct 26, 2021 · Angelique Paulus
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Angelique Paulus commented,
In addition to this request I think it would be really nice if there would be an option (maybe something that every Zendesk customer can activate if they want to use it) that before creating a ticket manually that the agent should first select the form. Maybe via a popup screen with the mentioned options by @....
Right now that Form field is hidden somewhere on the left hand side of the screen and people will overlook it. Consequence the default form is chosen automatically.
When the default form is not the correct form for that specific ticket, it means that from the start of the ticket not the correct fields are shown, which makes it quite useless to make fields mandatory upon entry and we will have to get back to the person that created the ticket to get the extra information.
Note: we make a lot of use of light agents and have different forms based on different products we support. Those light agents are not as aware of the form field as the full support agents.
View comment · Posted Oct 04, 2021 · Angelique Paulus
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Angelique Paulus commented,
Would like to add to the point that if views are not available you loose a lot of time navigating the view list: I'm really curious what will happen with the views overview that is currently under admin (home) in Support, now that settings are moving to the admin center. Will an agent then also need to go to the admin center part to see the full list of views? I think that would make it even more challenging for support agents.
Another suggestion could be that people can mark views as favorites, so certain overviews can be found back easily.
View comment · Posted Sep 30, 2021 · Angelique Paulus
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Angelique Paulus commented,
Really like this new page and can't wait to see the new features that will be added to this page.
Things I would suggest are:
- Option to filter and/or add a column to see if the team members are suspended or not.
Now all suspended users are shown in this standard view, but on a day to day basis the suspended users are not that interesting to view, would like to see the active ones in the standard overview. - Option to add extra columns including the user fields that we created ourselves. For instance we have created a 'department' field on the users that would be added value for us.
- Option to search for a certain user in this overview
- Option to export (to Excel/CSV) the agents overview including the option to either select columns (based on standard and users fields) or to export all user data.
View comment · Posted Sep 21, 2021 · Angelique Paulus
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Angelique Paulus commented,
- In alignment with the comment from Connor Beaty, I think an option to also show the ticket organization name next to the requester and/or subject would be great. Or at least have that shown when hovering over the ticket tab. A large part of our support is business to business and to know the organization the ticket is concerned with is key information.
- Have an option to view recently closed tabs and being able to open them up again from that section.
- Option to have the "views' screen also open up as a tab rather than on top of the screen with tickets would be helpful to easily switch to a list of actions to do and open tickets. Or if that is not wanted for all customer, have some kind of method of pinning it as a tab, if desired by end-user.
View comment · Posted Aug 12, 2021 · Angelique Paulus
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Angelique Paulus commented,
Hi Pratishtha, to get back to your question. When I raised this it was initially related to agents (as that was my focus at that moment), but for sure I can imagine we will have similar needs in future relevant to end-users.
View comment · Posted Aug 09, 2021 · Angelique Paulus
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Angelique Paulus commented,
When trying to update the agent profile of the person that is the account owner I'm getting greyed out fields, so not able to update. Not even the customized agent (user) fields.
Is that expected behavior and if so what would be the reason for that? And more important is there a workaround for it?
View comment · Posted Jul 29, 2021 · Angelique Paulus
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Angelique Paulus created a post,
Feature Request Summary:
In support it is possible to create "Customer lists" via the Customer lists functionality.
As our number of users is high (more than 20.000) it always returns the warning:
"Due to the large number of users in your account, we cannot show a sample of matching users. Export as CSV to see the entire list."
That is limiting this functionality (for us) to a CSV export functionality, because we can never trust that the data that is shown on screen is complete.
Although I understand that the limitation might be there to ensure performance of the system, I think this is missing the point of this functionality in Zendesk.
- People will draw the wrong conclusions out of this if they don't know that they always need to export the list to see the full results.
- When setting up a new customers list it is difficult to check out if you have already filtered on the correct values, as you constantly have to export it to analyze the results.
- In the title of the view there is an indication of number of records noted in the following way (~x). Where x is the number of results. Not sure if that is trying to represent the number of records showing on screen, at least it is not close enough to represent the actual total value. (See use case mentioned below)
- If the in screen result is empty, I still need to export the list to see if it is really empty.
Although it now says (0) behind the title, and not saying (~0) i"m not trusting that number anymore as it still gives me the warning that I need to export to see all data.
Use case (there are many but here is one example)
- Create a list of all our Zendesk Administrators by using the filter role = Administrators, it shows only 6 records on screen, behind the title of the view it says (~6).
In reality there are 11 users with that role.
So the (~6) is a bit far off for me to be added value.
In another list I will get more than 6 results (easily up to 100) so it is not that it limits the results to a fixed number of records.
Reason I like to use the customer list option is that I can add all kind of fields in the overview to do an analyses if all fields are setup correctly. I can't do that by using the actual Admin / People / Role overview.
Request would be to change it in the following way:
- Show all affected users in the overview if the list has a limited set of results (maybe set that to 100 lines)
- Show a better indication of the total number of results (not the number that you are showing on the screen but the actual number in the database) and put it on a more obvious place then behind the title of the view. Somewhere in or nearby the warning message would be appreciated.
Showing that full number of records would already show the need to export to csv or not.
Posted Jul 27, 2021 · Angelique Paulus
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