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Kyle Madden's Avatar

Kyle Madden

Joined Apr 16, 2021

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Last activity May 03, 2022

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ACTIVITY OVERVIEW

Latest activity by Kyle Madden

Kyle Madden created a post,

Post Feedback - Ticketing system (Support)

We need Support added for Text Area Fields from Salesforce for Organizations.

Our Customer Success team documents valuable notes and client information in Text Area fields from Salesforce which we would like to sync to organization records in Zendesk. 

Posted May 03, 2022 · Kyle Madden

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Kyle Madden commented,

CommentTicket automation and collaboration

Why are ticket follower names ( as returned by ticket.follower_names) concatenated with no space between names?  e.g First Last1First Last2First Last3 ? Is there a simple way to comma delineate, e.g.  First Last1, First Last2, First Last3 ? 

View comment · Posted Jan 22, 2021 · Kyle Madden

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Kyle Madden commented,

Community comment Feedback - Ticketing system (Support)

The current Drafts functionality is sub-optimal and the UX is confusing at best.

1. While the text entered in the composer is saved when exiting a ticket, users receive a notification that changes will not be saved:

 

If text is present in the composer, a notification should be shown to state a draft will be saved.

2. Drafts should be visible to all agents; e.g. if Agent A creates a draft and saves it, Agent B should be able to see that draft

3. Draft should have a default view available

These three additions would greatly enhance agent collaboration; as well as managerial oversight of less senior agent that may want a review / feedback or input prior to sending. 

Helpscout does a great job of managing drafts functionality; and I'm surprised Zendesk does have a better treatment in place for this functionality. 

View comment · Posted Jan 20, 2021 · Kyle Madden

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Kyle Madden commented,

CommentService Level Agreements (SLA), macros, and CSAT

+ 1 on the request to customize satisfaction landing page without the need for a third party service. Providing the ability to customize this page helps ensure brand consistency throughout the end user experience. 

View comment · Posted Jan 20, 2021 · Kyle Madden

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Kyle Madden commented,

CommentViews, ticket status, and ticket fields

+1 for this request. Automatic refreshing of views should be standard feature, it's available out of the box in tools like Helpscout, Freshdesk, and Happyfox.

We're currently transiting from Helpscout to Zendesk, and our team was honestly surprised by this short coming as we moved over.

As a more robust enterprise product, I'd expect Zendesk to be as fast in updating views as other tools, and as we're currently running both concurrently, Helpscout is notably faster in receiving, sending, and updating views. 

View comment · Posted Jan 19, 2021 · Kyle Madden

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