Recent searches


No recent searches

Ben's Avatar

Ben

Joined Apr 17, 2021

·

Last activity Apr 26, 2024

Solution Architect

Following

0

Followers

0

Total activity

81

Votes

61

Subscriptions

8

ACTIVITY OVERVIEW

Latest activity by Ben

Ben commented,

Community comment Feedback - Ticketing system (Support)

Agreed. For example, a client emails a request and ticket is created. We want to check with the freight company and track that as a seperate ticket, so we would create a side conversation via Ticket, and set the requestor to be our contact at the freight company. 

Doing this as a side conversation via email does NOT help us track that conversation with the freight company or comply with any SLA.

+1(00) for this ability to create a side conversation ticket for an end user in the first step.

Yes, we can change the requester later, but the requester must already exist, and you can't create and end user requester in this step and have Zendesk allow it. This adds friction and stress to a process that support agents don't need. 

View comment · Posted Feb 24, 2023 · Ben

0

Followers

3

Votes

0

Comments


Ben commented,

Community comment Feedback - Ticketing system (Support)

It is supported in Zendesk Sell, and the Zendesk Sell team are looking for email features for Sell here: Email in Sell - we want your feedback! – Zendesk help

Would love to hear from Zendesk Support team re same feature in Support...

View comment · Posted Nov 03, 2022 · Ben

0

Followers

0

Votes

0

Comments


Ben commented,

Community comment Feedback - Sales CRM (Sell)

Not so much a feature to add, but a "please keep this feature"

Per Connecting your email with Zendesk Sell – Zendesk help I would STRONGLY want to know that being able to use your own SMTP server REMAINS a feature and that Zendesk Sell does not become like Zendesk Support which still does not let us use our own SMTP server as per SMTP Email delivery method – Zendesk help (from 2016 until now, still can't)

View comment · Posted Nov 03, 2022 · Ben

0

Followers

0

Votes

0

Comments


Ben commented,

Community comment Feedback - Ticketing system (Support)

Still keen to see this happen...

View comment · Posted Oct 28, 2022 · Ben

0

Followers

0

Votes

0

Comments


Ben commented,

Community comment Feedback - Sales CRM (Sell)

View comment · Posted Apr 11, 2022 · Ben

0

Followers

0

Votes

0

Comments


Ben commented,

Community comment Feedback - Sales CRM (Sell)

@Jean-Sébastien it sure is - I'm hoping that the Zendesk Sell team can add this in

View comment · Posted Mar 07, 2022 · Ben

0

Followers

0

Votes

0

Comments


Ben commented,

Community comment Feedback - Ticketing system (Support)

It would be GREAT to have an option to send via the clients mail server (specifically MS Exchange)
In our case the client already uses CodeTwo to do email signatures for all staff across the organisation. Having a profile for the support@ email address would mean that even the responses to support requests would be branded consistently, AND (importantly) managed from one place. 

By not having support for this, means that there is not a single source of truth for email signatures in the organisation. 

 

View comment · Posted Feb 28, 2022 · Ben

0

Followers

0

Votes

0

Comments


Ben commented,

Community comment Feedback - Sales CRM (Sell)

@... AWESOME! thanks - the answer was right in front of me the whole time. Appreciate you showing me. 👍

View comment · Posted Sep 08, 2021 · Ben

0

Followers

0

Votes

0

Comments


Ben created a post,

Post Feedback - Sales CRM (Sell)

With a filter, and by extension a smart list, we can't see how to get a list of Contact records that are ONLY Company records.

If we add the field "Company" and filter by "With Company" we get both records shown in the "csv" snippet below:

Company, Lastname, Firstname
Doe Exports, , 
Doe Exports, Doe, Jane

It would be useful to get a list of the Companies only, those that are marked as an organisation. Using code (via Zendesk App Framework) we can list those Contact records that are marked as an Organisation, but we can't see how a user can do this via the front end. Can anyone enlighten us?

Feature request: If this isn't possible, could we get a filter option that would allow this?

Posted Sep 07, 2021 · Ben

4

Followers

3

Votes

3

Comments


Ben created a post,

Post Feedback - Sales CRM (Sell)

Feature Request Summary
Admin ability to deploy new and edited Smart Lists to Users that are not editable by Users.

Context
Typically templates are a framework that a user can use as a starting point. For example, a document template in Microsoft Word is a starting point, not an end outcome. You'll start with a template, then modify it to suit the purpose of the document you're writing, a request for information, a resume, or a letter to long lost aunt.
When it comes to Smart Lists in Zendesk Sell, templates have a place. However there is a need to have all staff on the same page when it comes to metrics, who they're following up, etc. Smart List Templates do not fill this need as they are the equivalent to Microsoft Word documents.

What we want is to have an admin user create a list of prospects/leads/contacts that fit a specific criteria, and deploy that to a group of users, or to all users. Such that management knows that when they ask about a client segment, both users and management are talking about the exact same thing, not what they think is the same thing.

This means that the business (Management and Users) can talk about a end users (clients) of a product in a region with an annual spend of x or greater, they are both exactly on the same page literally, they're both looking at the same Master Smart List.

The current workflow using existing Smart Lists is:
1. Communication (Admin to Users) required to get the Users to access the Smart List
2. User to take an action (they have to actually do the doing)
3. Now they have the Smart List

Sadly, they can also now edit the Smart List, and it's no longer an accurate representation of what's desired.
Also, if Management updates the criteria, we need to repeat the process above, adding that we also request a second action from the User, that is, to delete the previous Smart List.

If we've got 10 users, and they each take a minute to read the communication we send in step 1, two minutes to take the action in step 2. That's three minutes total.
If we then modify the criteria, we repeat this all again. It may even take a little longer.

So for deploying a Smart List to 10 users and shipping one change to it is an hour of wasted time.

With 50 users, that's 5 hours of wasted time.

And we're assuming they all do the above without drama or mistake. That they don't go changing it. That if they have changed a Smart List, that it doesn't cause further drama (this is the REAL killer here).

Desired Outcome
Have an admin user able to select a Smart List, deploy it to a distribution (or all users) and have that Master Smart List appear for the Users, and not be editable by the users.

This means to deploy a new Master Smart List and ship a change to it takes a few minutes for 10 users, and exactly no more time for 50 users.

5 minutes (and no time required to write up that communication) vs 5 hours.

Posted Aug 26, 2021 · Ben

7

Followers

6

Votes

5

Comments