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Jennifer Landry

Joined Apr 16, 2021

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Last activity Dec 18, 2024

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ACTIVITY OVERVIEW

Latest activity by Jennifer Landry

Jennifer Landry commented,

CommentMeasuring success

Are there any plans to enable the configuration of SLAs based on a field other than "Priority"? Our SLA agreements are centered around "Severity," which presents several challenges:

  1. I am unable to rename the "Priority" field to "Severity," resulting in discrepancies between our reporting and contractual language.
  2. It is confusing for my agents to instruct them to "Set the Priority field to match the Issue Severity."

Priority and Severity represent different concepts. While they are often aligned, there are instances where they differ, leading to reporting inaccuracies across systems. Engineering uses "Priority" to determine the resolution timeline, whereas "Severity" reflects the impact of the issue on our systems.

 

It would be beneficial if we could either rename the "Priority" field or configure our SLAs based on a "Severity" field.

 

Currently, I have created a "Severity" field and instructed our team to set both the Severity and Priority to the same values. This approach ensures our reporting terminology aligns with our contractual language and will also provides accurate SLA times based on the Priority field.

View comment · Posted Dec 18, 2024 · Jennifer Landry

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Jennifer Landry commented,

Community comment Feedback - Ticketing system (Support)

Interested to see if this FR has made any headway? Acquisitions are the “norm” and this need is becoming greater by the day.  Any updates?

View comment · Posted Apr 08, 2024 · Jennifer Landry

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Jennifer Landry commented,

CommentService Level Agreements (SLA), macros, and CSAT

I am having an issue when an "internal" note is placed on a ticket, then assigned, the SLA time does not get applied. Any idea why?

View comment · Posted Feb 01, 2023 · Jennifer Landry

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Jennifer Landry created a post,

Post Feedback - Ticketing system (Support)

Hi!

Would love to see more control around Satisfaction Survey visibility. Currently all my agents have access to see all tickets, that is how our workflow is intentionally designed.  However, I don't want team members to see Satisfaction surveys that pertain to other team members.

It would be fantastic if we could limit survey responses to the ticket assignee only and/or Admin only.

Posted Nov 10, 2022 · Jennifer Landry

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Jennifer Landry created a post,

Post Q&A - AI and automation

Hi!

I am implementing the Satisfaction Survey in Zendesk. I have a concern about "Survey" feedback visibility.

Can you currently limit "survey response" visibility to be seen by only an "Admin" or the "ticket assignee"? If so, how do I accomplish this without affecting overall ticket visibility?

Posted Nov 09, 2022 · Jennifer Landry

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Jennifer Landry commented,

Community comment Feedback - Reporting and analytics (Explore)

I agree, this is a necessity! While I understand it is overwhelming magnitude of data that needs to be parsed, these reports, as they currently function, are really only useful for "number" metrics and nothing else, such as the needs of "Voice of Customer". Please consider this as an addition to your product roadmap in the very near future.

View comment · Posted May 14, 2021 · Jennifer Landry

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Jennifer Landry commented,

Community comment Feedback - Reporting and analytics (Explore)

I agree with the above, this is extremely frustrating. It's been over a year. Any update on this feature? I waste more time trying to "fix" a change I made, that didn't work as intended. Please move this feature to the top of your Product Roadmap... If there is a "workaround", I would appreciate if someone could share. TIA!

View comment · Posted Mar 12, 2021 · Jennifer Landry

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