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Peter Godden

Joined Apr 15, 2021

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Last activity May 21, 2024

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ACTIVITY OVERVIEW

Latest activity by Peter Godden

Peter Godden commented,

Community comment Feedback - Reporting and analytics (Explore)

This would be great! The reason why I drill into reports is to check the ticket IDs that make up a particular bar or section. Checking the IDs allows me confirm if a particular report is showing me the correct data. However, everytime I have to search for the ticket ID, then upon selecting it totally transforms the chart in a way that makes it really hard to decipher the actual IDs. What I really need is just a popup modal showing a table that lists the ticket IDs, their subjects and maybe a couple of attributes depending on the use case.

View comment · Posted Nov 15, 2023 · Peter Godden

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Peter Godden commented,

Community comment Feedback - Ticketing system (Support)

Hi Brittany Mandel the SweetHawk Timers app is $2 agent/month, the Super Suite, which includes all 15 apps is $10 agent/month.

View comment · Posted Jan 12, 2023 · Peter Godden

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Peter Godden commented,

CommentViews, ticket status, and ticket fields

Hi Elizabeth, while it's unfortunately not possible with native Zendesk functionality, you are able to keep the native "Type" field and use a custom type field at the same time using our Field Conditions app. We have a blog post on how to make this work here. This will allow you to keep your current SLA calculations while also letting you still link incidents to problems. 

View comment · Posted Jan 04, 2023 · Peter Godden

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Peter Godden commented,

CommentWorkflow best practices and recipes

I'm curious - since HTTP targets are very soon to be deprecated, are there any plans to stop email targets from working also? If so, will there be an equivalent option made available through webhooks? 

View comment · Posted Feb 02, 2022 · Peter Godden

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Peter Godden created a post,

Post Feedback - Ticketing system (Support)

Currently, when you select multiple tickets in a View and then click on "Edit X ticket(s)" at the top right of the screen, you're able to make the same change across all of the tickets. Sweet!

The problem is that if you want to make changes to fields on a specific form, then you're in trouble because the popup screen simply lists all ticket fields across all forms. So if you have 200 ticket fields across 7 forms, well now you just have to scroll through all 200 fields to find the one you want to change. :-(

It's not just Forms that are the problem though; it's any conditionality that you've applied to ticket fields either using Zendesk's native conditionality or if you're conditionally showing and hiding fields with an app.

It would be amazing if the fields within the bulk edit screen worked with the same functionality as the fields within a regular ticket.

Thanks for considering this request.

Posted Oct 26, 2021 · Peter Godden

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Peter Godden commented,

Community comment Q&A - Apps and integrations

Thanks for giving the app a test run. Glad to hear you're liking what you've seen so far. It sounds like you've got some fairly specific requirements that would be good to dig deeper into. If you've got some time to discuss, it'd be great if you'd be able to book a time to jump on a video call here: https://sweethawk.com/book-demo ...When I see the booking come through, I'll assign it to me and extend the session out to say 45 mins so we have time to work things out/explore options. 

View comment · Posted Oct 12, 2021 · Peter Godden

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Peter Godden commented,

Community comment Q&A - Apps and integrations

Hi Ramadan, no problems, in the Activity section of the Notify app you're able to see whom and how many users dismissed each broadcast notification.

View comment · Posted Sep 24, 2021 · Peter Godden

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Peter Godden commented,

Community comment Q&A - Apps and integrations

Hi Ramadan, here at SweetHawk, we've built an app that may be of assistance called Notify.

Recently, we added the ability to broadcast notifications to all agents (or any subset of agents). The notifications appear as sticky popups inside of Zendesk. In cases where agents are away from their desks, there's also a feed where they can view all historical notifications. And unlike the other notification app you mentioned, this one has great reviews 😀😀.

It comes with a free trial so you can test it out risk-free. But if you don't like entering credit card details, you can also install our Super Suite app here, which will then allow you to install and try it with a single click. Let us know what you think!

View comment · Posted Sep 22, 2021 · Peter Godden

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Peter Godden commented,

Community comment Feedback - Ticketing system (Support)

Hi all, we've built an app that solves this use-case. It's called Timers and is available on the Zendesk marketplace. It lets you define down-to-the-minute actions on tickets. Amongst many other workflow possibilities it will let you build workflow to help stop short SLA's from being breached.

View comment · Posted Nov 21, 2018 · Peter Godden

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Peter Godden commented,

Community comment Feedback - Ticketing system (Support)

We've one-upped the solution I posted about this a couple of months ago and have released a new Zendesk app called Notify. It lets you define all the details of when, what and who will receive popup notifications. You'll even see a historical thread of notifications in case you missed anything. 

View comment · Posted Nov 21, 2018 · Peter Godden

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