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Katherine Isham

Joined Apr 15, 2021

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Last activity May 09, 2024

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ACTIVITY OVERVIEW

Latest activity by Katherine Isham

Katherine Isham commented,

Community comment Feedback - Ticketing system (Support)

Kevin Nelson having it turned off would also be an option! We also wouldn't have been confused by the limited number of interactions if the interactions pane just didn't pop up.

View comment · Edited Mar 18, 2024 · Katherine Isham

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Katherine Isham created a post,

Post Feedback - Ticketing system (Support)

This is sort of a three-way featurability request in interactions snarl:

  1. The way Interactions appear in tickets, only tickets where clients are in the "to" field appear in interactions, as opposed to including CC's. 
  2. The "details" icon, which provides visibility on more tickets, is also hard to see and parse the meaning of, and
  3. Archived tickets do not appear in interactions unless you click the "details" icon, making it seem like users have far fewer interactions than they actually have.

Here's an example of each and how it became a problem.

Include CCs: A Stranger Needs Access

In issue one, a user emailed our support desk asking for access to an administrative area. This is an usual request, from an unfamiliar user. So I take a quick look at the "interactions" bar to see if we've granted this user admin viewing rights in the past--and ony the ticket we're currently on appears. Without seeing cc's, it makes it seem like this is a totally new user we've never interacted with before, and it makes the request seem unusually suspect, even though I later find out this user has been granted admin permissions.

Improve Design of "Details" View

Of course, there is a way to find this "hidden" ticket--it's by hitting the details view. However, it takes me a long time to figure this out before I finally realize it's this tiny box icon:

We can get some alt text ("view more details") on a hover, but the icon is small, and I don't think it's relationship is obvious to interactions. Instead or in addition to, I would add a view details link at the bottom of the listed interactions. It could say "View More Details", but "More Interactions..." might be even better: 


Increasing Visibility of Archived Tickets

This would go a long way to solving the issue of not seeing prior tickets by itself; our UX tells us "There are more interactions to see!" without taking up screen space or pulling from archive.

But I would suggest it might be useful to include a prior number of interactions instead of a timespan of interactions, if possible--pulling even 2 or 3 archived tickets from the archives on an interaction would go a long way to giving the support specialist a little context without requiring interactions to pull ALL archived tickets into the view.

Another note on CCs

It's worth noting, even when you click on details, you only see requested tickets, so you still don't get tickets with the cc field. Normally not a huge deal, but in this case it was confusing, because the first ticket the user access appeared on was a cc. This is pretty normative behavior for helpdesks where the point of entry for access from, say, a vendor is an email. 

Worse, even when we manage to see "oh, the total number of tickets is higher than 'requested tickets', so there must be more tickets visible somewhere" and then if we managed to parse "oh, it must be the dropdown under requested tickets", still the user can only toggle between a boolean state of "tickets where they're the requester" and "tickets where they're a cc":

A few takeaways from this:

  • Consider making the default tickets list include both Requested TIckets and CCs as an "All Tickets" view, or letting admin turn that on as a default view.
  • Consider instead of having a boolean dropdown, having the option to filter tickets by to or cc or all, even if "Requested" is the default state.
  • Consider even creating dynamic filter views within cards; you can do this in search already, so one possibility is just putting a search bar in that re-routes the user to existing search functionality, parsing the relevant keywords for them.

Edited Mar 12, 2024 · Katherine Isham

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Katherine Isham commented,

CommentTicket basics

This release makes it clear that zendesk doesn't understand what the core functionality of using "internal notes" as drafts was for many agents. 

Putting drafts in "internal notes" was useful because it allowed other agents to proofread your work before submission. Sometimes when we draft a ticket, we're doing the legwork for a supervisor since we believe we know how to resolve an issue, but we want to make sure that everything we reply with is accurate, professional, and does not contain information we don't want to release to end-users. Internal Notes allowed zendesk users to collaborate on a ticket by saying "Hey, is this language ok?" before posting it to a user.

The new draft mode doesn't provide any of this functionality; you've basically just encoded a warning message of "are you sure you want to send this?" and that's it. In order for draft mode to restore the functionality lost by not being able to transfer the response between a public and an internal reply, you will need to create a draft submission mode so that other agents can see the response. Then, a button would allow users to publicize the finalize draft, or perhaps even wholesale copy the draft into a live ticket to compose any final edits, saving a copy and paste.

View comment · Posted Jul 07, 2023 · Katherine Isham

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Katherine Isham commented,

Community comment Q&A - Tickets and email

Nicole, have you considered integrating PM functionality into the message boards? May help with this sort of thing.

View comment · Posted Nov 27, 2017 · Katherine Isham

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Katherine Isham commented,

Community comment Q&A - Tickets and email

Sure, that sounds great!

View comment · Posted Nov 27, 2017 · Katherine Isham

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Katherine Isham created a post,

Post Q&A - Tickets and email

Hello!

I am looking for something I miss in e-mail functionality with an old CRM I jury-rigged into using as a ticket tracker system. 

That system (streak) had the functionality of letting you see how many people outside your org had viewed the ticket. That is, you could see if someone had opened an e-mail much like Outlook's "open receipt" functionality.

is there any way to do this? It's very helpful for seeing if tasks I have sent to other software IT teams we work with (outside our company) have been opened and viewed or are still languishing in their inboxes.

Posted May 08, 2017 · Katherine Isham

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