Chao Song

For any global company, there must be a global dashboard that allows all the people to see the same thing. 

Thank you, Alex! 

Looking forward to it!

Hi Alex, 

Please see the screenshot attached. I believe I downloaded the right file.

Please let me know if that's not the case.

Thanks for your help!

Hi Alex,

When i try to install the app, I get an error. Please see the screenshot attached. Would you please let me know how I can fix it?

Thank you!

Thank you, Alex! I will try it out and let you know our feedback.

Thanks!

Hi Daniel,

Thanks for the feedback. Unfortunately, we are not just looking for the feature to capture the knowledge. It will be part of our purpose, but we will also need a feature like this to unify our communication and collect data as a feedback to our product. I don't see how this app can help us capture the data like how many clients have asked similar questions and who are asking them. 

Thanks!

Hi Joe,

Thanks for getting back to me so quickly. Yes, I am looking for a generic "link" between tickets. The reasons are:

We don't want just to improve product bugs, we also want to make our product as simple as possible to clients, so that it saves our resource on investigating client's case repeatedly. For example, linking tickets with types of "Questions" can help us provide the data of what kind of questions clients are asking and who are asking them in a timeline way because our product is very complicated as most of the data are dynamic and some clients are keep asking questions about how to use them or understand those features from time to time. Without linking them together, it is hard for us to get the data to see and make improvements on these issues. Sometimes we also want to unify our communication and solution to different clients when a feature is very complicated or confusing. So, linking them together will allow us to see how many similar issues has happened and when they happened, which gives us a timeline and data to see if an issue happens to a client during a certain phase.

The native reporting doesn't support to do analysis like this as quite often, these tickets cannot be categorized in advance. Not until clients are asking them, we won't know if they are the same/similar questions. External analysis tools and native reporting both require huge amount manual work to filter the data and almost impossible for us to do it. 

Zendesk search is not a really good experience as different agents may use different words to explain the same issue based on client's business and background. But linking them together can let us to analyze them as a whole so that we don't miss any data.

Please let me know if this is enough for you to evaluate this idea or if there are any questions. 

Thanks!

Currently the only way for us to link 2 tickets is to set 1 as problem and the other one as incident. However, problem means a defect on our side and incident means tichets has reported due to that defect.

But we also want to link tickets when client asking questions about features or best practices so we can:
1. Unify our communication and solution to different clients
2. Find all related tickets and see what parts we should improve.

The current way that most "Questions" ticket cannot be linked together and it is very hard for us to pull the data from a higher level to see what kinds of questions clients are asking, which blocks from delivering better service more proactively.

Could you please look into this and let me know how can it can be improved?

Thanks!