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Scott Patterson

Joined Apr 15, 2021

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Last activity Nov 22, 2024

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ACTIVITY OVERVIEW

Latest activity by Scott Patterson

Scott Patterson commented,

Community comment Feedback - Ticketing system (Support)

+1

 

We do not even use the brand feature, I go into the options for it in the admin area and it still has the ‘get started’ page showing we haven't started using it. But the ‘Brands’ dropdown has started appearing at the top of our tickets this week without a way to hide it in fields, forms, or the contextual workspaces options. Just dumb really - sorry to be so negative.

View comment · Posted Nov 22, 2024 · Scott Patterson

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Scott Patterson commented,

CommentMeasuring success

Sorry if this is a stupid question, but how do these interact with normal SLAs? Will each ticket have both a normal SLA policy as well as a Group SLA policy applied (assuming ocnditions match), which are both ticking down?

And then does it just show the agent whichever timer is closest to breaching?

View comment · Posted Nov 16, 2023 · Scott Patterson

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Scott Patterson commented,

CommentSetting up Agent Workspace

Hi all,

 

Not too sure why it's not been mentioned more, but since a lot of peoples issues with the new interface is to do with the message order & position of the text box (that's our issues anyway), the Zendesk Layout Builder feature currently in EAP has options that allow us to set these ourselves. It doesn't show it in this article, but the EAP has the options now. https://support.zendesk.com/hc/en-us/articles/5447690090138-About-custom-layouts-with-layout-builder-EAP-

 

So with that, we can essentially just change it back to how it was ourselves. Only problem is it looks like it says this will only be available on Enterprise which is a bit gross imo - create a problem and then sell the solution.

 

But I thought I'd mention it anyway so people know that this will be an option in future.

 

View comment · Posted Oct 19, 2023 · Scott Patterson

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Scott Patterson commented,

CommentTicket customization

Hi there,

 

During the 'What's New at Zendesk 2023 Q3' presentation which showed off this feature they showed a video which when clicking the 'conversation' component, it gave them options for 'conversation order' and 'composer placement' (32:48 through the presentation if someone wants to check) - this doesn't seem to be in the EAP version.

 

Is there any info on when these features from the video will be available? These are the main reasons we are interested in the feature - so we can customise the layout to be more in line the how Zendesk used to show conversations before the Zendesk Agent Workspace was implemented.

 

Thanks,

-Scott

View comment · Posted Sep 11, 2023 · Scott Patterson

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Scott Patterson commented,

Community comment Feedback - Ticketing system (Support)

Thanks James Hanley! I know those features may not be big complaints for many, but definitely something I'm happy to hear is improving!

View comment · Posted Apr 18, 2023 · Scott Patterson

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Scott Patterson commented,

Community comment Feedback - Ticketing system (Support)

The time of the round table works out as 4AM for me, so I won't be able to attend, but appreciate that you're looking for feedback. Hoping the feedback isn't dismissed and things like the order of messages & locked text box become options instead of forced.

 

Also @... - I thought I replied to that, but if you still want to do a 30 minute thing about the User Profile bar, feel free to contact me however if you can to set something up.

View comment · Edited Apr 13, 2023 · Scott Patterson

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Scott Patterson commented,

Community comment Feedback - Ticketing system (Support)

Good to hear that the tab names are changing back, this has been a big problem for us. Now if we could just get the option given to us for what order we would like the messages to be in (newest or oldest first) we'd cover the majority of things our staff are complaining about. Not everything, but those are the biggest ones.

 

Personally, I'd also hope to see improvements in the User Profile bar as well. I don't think this is a big deal to other people, but it seems like massive wasted potential to not include functions that were in the User Data app already. Definitely feels like a step backwards which I don't understand.

View comment · Posted Mar 13, 2023 · Scott Patterson

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Scott Patterson commented,

Community comment Feedback - Ticketing system (Support)

This is a great idea! We have reminders about specific things that need to be done on certain types of tickets, as well as try to keep track of summary notes for longer tickets. We have these in internal notes which get a bit lost as the ticket goes on, and have some ticket fields to try and keep track, but then that's not super visible or easy to prompt people to update. A pinned note would be really good for those situations.

View comment · Posted Mar 03, 2023 · Scott Patterson

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Scott Patterson commented,

CommentSetting up Agent Workspace

No response from Zendesk Product Managers on this one which is a bit frustrating when the user feedback seems to be negative and with the same issues being mentioned but not addressed.

 

After using the interface for a bit here is a list of specific issues we have seen so far - https://support.zendesk.com/hc/en-us/community/posts/5460204876698-Agent-Workspace-Various-Issues

View comment · Posted Mar 03, 2023 · Scott Patterson

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Scott Patterson created a post,

Post Feedback - Ticketing system (Support)

Feature Request Summary: 

- User Profile should be able to show org data not just user - Zendesks own 'User Data' support app allows this

- User Profile should be adjustable to show only relevant fields instead of waste space on fields not useful to every company - Zendesks own 'User Data' support app allows this (currently the new User Profile section is a step backwards from just using the User Data app, essentially useless - the User Profile section should just be replaced with a version of the User Data app with it's additional benefits)

- Clicking buttons in the User Profile section can close the sidebar, making the user information invisible and requiring agents to re-open the side bar to see this on their tickets. When we are trying to make relevant information as visible & front of mind to agents as possible, we don't want this closing itself

- Swapping between Internal and Public notes now takes 2 clicks instead of 1

- Swapping between Internal and Public notes now doesn't move text and attachments with it, wasting time copy/pasting messages and re-adding attachments, especially after something like drafting a response you are now ready to make, or saving a response you were in the middle of making as a draft internal note to pick up later

- Order of messages is now like a chat instead of an email chain, which is not intuitive when Zendesk is used primarily with emails - requires agents to have to scroll up to the top of the latest message to re-read or reference for information. The Guide interface for our customers ('end users') allows us to customise this behaviour and pick newest or oldest first, but our Agents in support are given less options even though it is used infinitely more regularly

- Creating a new ticket with the message box down the bottom leaves a giant white empty space in the middle, between the 'subject' and 'comment' text boxes that both require input, which feels like bad UI

- Zendesk tabs now are named after the requester instead of subject, which provides much less context, especially in a B2B environment where you are often dealing with the same clients on multiple issues. It is now much harder to find the right tab

- The 'Assign' button beside agents name in the ticket view is now below their name, creating extra white space & more scrolling required in an already cluttered area. This used to be next to the name which was a better use of space for a feature that we do not use

- The 'Assign' button also shows up against a 'Zendesk' user when using Answer Bot, which isn't a user you can actually assign to. Seems like an unintentional bug (Unless Zendesk is now offering to work on our tickets for us to make up for all these issues the Agent Workspace has caused)

- The 'Jump to latest message' button often covers text we are trying to read, and does not have an easy way to clear this or prevent it from coming up on tickets in future

- The content window in general seems smaller, likely because the text box takes up more space and moves with the window. This makes it more difficult to read customer emails especially if they are longer or about more complicated problems. This can be resized but it is unproductive for us to have to constantly resize this for something that did not used to be an issue when the text box was static at the top of the page

Description/Use Cases: 

Described above.

Business impact of limitation or missing feature:

Various, but most of these are simply a decrease in productivity for our team.

Other necessary information or resources:

A lot of these already have posts about them, all with upvotes, and some dating back to 2020/2021. This feedback request is just another drop in the ocean but I figure the more people pointing out specific issues with examples of why they are bad will increase the chances of Zendesk doing something, and I don't want to spam with a dozen feature requests.

Most of these issues simply need options given to Admins on how to manage these, such as a 'message order' option for the support interface, 'text box static or moving' option, or 'have tab names be ticket ID, subject, or requestor' option.

Not every Zendesk customer will be the same, and the changes may benefit some B2C clients who use a lot of chat support, but to try and fit all of your other customers into that same box with no options to make the interface work best for them seems completely out of touch.

Posted Mar 03, 2023 · Scott Patterson

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