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Lester

Joined Apr 15, 2021

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Last activity Feb 03, 2022

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ACTIVITY OVERVIEW

Latest activity by Lester

Lester commented,

Community comment Feedback - Ticketing system (Support)

+1 for this too.

 

We have users who cc their own Support team who use Zendesk.  Chaos ensues as the various ticket systems send acknowledgements  

View comment · Posted Feb 20, 2019 · Lester

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Lester commented,

Community comment Feedback - Community Forums (Gather)

Hi Oscar

 

Sure. 80% of our customers are locked down behind firewalls where they have no internet access, beyond email, for security reasons. It’s very typical for our customer segments.

What we find is customers do want to participate in conversations off tickets, particularly around issues that are not really support related. For example, discussing alphas/betas or best workflows.  We have been doing this through Google Mailing lists. But it’s a nightmare to use. We hate it, Customer hate it. But they are reluctant to move off it because they can’t use anything else.

 

We developed a solution around the Zendesk Communities for a very specific customer base who had internet access and they loved it. We used the Post Actions so customers can see what’s happening with each post and our Engineers have a way to provide feedback. It works really well and we wanted to roll that out to a wider group of customers. But the problem is, a lot of the target customers won’t be able to access the site to interact with us.  

Even if they could access the internet, what we hear is; “If it’s in my inbox, I’ll help and provide a response. But I’m not going to bother going to a website to see what questions I can answer or take the time to login and post a reply”.  If a user has to go out their way to provide answers, it’s a real barrier. The other problem is as people have mentioned, a customer who interacts with Zendesk assumes that they can reply to everything via email. Who really looks at the dontreply@ email address.  

 

Our ideal solution

 

  • Community threads are clearly branded differently to support tickets to avoid any confusion over who the recipients are.
  • Customer can reply directly to a Community thread from their inbox and their response will be added to the topic.

 

I’m happy get someone to walk you through what we built and where we think it can be improved if it’s helpful.

View comment · Posted Feb 20, 2019 · Lester

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Lester commented,

Community comment Feedback - Community Forums (Gather)

+1 This is a much needed feature.

I hope in 2019, customers can finally reply to forum threads from their inbox. 

View comment · Posted Feb 19, 2019 · Lester

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Lester commented,

Community comment Discussion - Success with Zendesk

Hi Bob

I don’t like having tickets open that relate to bugs as I have no control over when they will be fixed. I don’t like 2 year old tickets floating about and it relies on us knowing something changed to inform the customer.

What I did was sync our internal bug tracker to the help center. Essentially there is a script that looks in the database the engineers use (in our case Target Process) and checks to see if the bug is marked as public. If so, it creates a help center article that details the bug.  The same script looks for changes. If a change is found, for example the state or release date is update, the bug in the help center is updated. The great thing about the help center is customers can follow articles, as soon as the state changes, they get an email so we don’t have to keep track of changes.

Benefits.

  • We don’t have to keep tickets open longer than we have to. As soon as we find it’s a bug, we report it and give the customer a link to the article
  • They can follow the article for instant notifications
  • Bugs can be public or private
  • If they are public, then it stops other customers asking the same question
  • Using voting, you’ll get an idea of how many people have the same problem

We defined some custom views for bug articles and let customers filter on bugs for specific products, state and even product release.

It was a lot of customization, but we are happy with it

 

View comment · Posted Mar 02, 2018 · Lester

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Lester commented,

Community comment Q&A - Objects, workspaces, and rules

Difficult to be 100% sure, but my guess is with the next reply time.  The next reply time is based on the oldest unanswered customer comment. So wondering if you have a comment from 6 months ago which you paused, and a comment from 2 months ago. If there is no public reply from an agent in between, the oldest date is used.  

 

View comment · Posted Feb 17, 2017 · Lester

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Lester commented,

Community comment Discussion - Tips and best practices from the community

Sadly not. Beyond some way of showing the links in place of the images I don’t think there is an elegant solution

View comment · Posted Sep 16, 2016 · Lester

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Lester commented,

Community comment Q&A - Users, groups, and organizations

We have situations where we provide specific companies access to specific forms based on a tag on the organization.

Perhaps you could use a similar approach by reading a tag from the users profile, if it has a ‘no support’ tag, you hide the submit a request option.


Doesn’t work for email tickets, but just throwing it out there.

View comment · Posted Sep 16, 2016 · Lester

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Lester commented,

Community comment Discussion - Tips and best practices from the community

Looks great. Out of curiosity, how to do you handle cases were the user hasn't downloaded the pictures because of their email client settings?

View comment · Posted Sep 14, 2016 · Lester

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Lester commented,

Community comment Feedback - Community Forums (Gather)

Just throwing my +1 in the hat.

Kinda annoying that the helpcenter behaves differently to the standard zendesk email. If you mix both HC and normal Zendesk support, customers don't know if they can reply or not.

View comment · Posted Jan 20, 2016 · Lester

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