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Diane Albert

Joined Apr 15, 2021

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Last activity Oct 27, 2021

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ACTIVITY OVERVIEW

Latest activity by Diane Albert

Diane Albert commented,

Community comment Feedback - Ticketing system (Support)

@andrew

i saw the "cloned_ticket" tag...i do things like that to identify anomalies.  That makes sense if you really want to identify this isn't the original.

I'm not dealing with any sensitive data.  I like to keep all this for statistical purposes.

For reporting, I'm not concerned about deleted tags...but I just don't have to search for "password" and "passwrod" to make sure I'm identifying all tickets dealing with a password reset that I didn't catch before I realized someone couldn't spell.  :)

that's my main use case here.

View comment · Posted Jul 22, 2016 · Diane Albert

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Diane Albert commented,

Community comment Feedback - Ticketing system (Support)

@andrew...it even holds the ticket solved date?  even though you're going to solve the new ticket ostensibly with a new solve date?

my need for this is because we've replaced tags along the way and I'm not finding the data I need when I do history.  I'd love to be able to export all my data, run a query to perhaps "update all tickets with the tag 'passwrod' to 'password', and slap that back into my system.

you can imagine what my GoodData / Insights stuff looks like when I have to run for TWO tags because someone couldn't spell.

If I got rid of all the tickets with the incorrect spelling and updated those, I could clean up that query.

I know I also have tickets that are totally missing data because I didn't find them until after 30 days and they were closed.

 

speaking of which...is it possible to DELETE a tag from Zendesk?  I really don't want "passwrod" in my list.  How do I kill that?

View comment · Posted Jul 22, 2016 · Diane Albert

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Diane Albert commented,

Community comment Q&A - Help center and community

@andrew

now that i'm in the thick of this conversion part, let's just say it stinks like old milk.

i pulled all my articles into Word so that i could have reps proof and critique the content.  I've copied my Help Center and Wes has done the coding.

It's not active yet.  I started taking the "easy articles" - that shouldn't need much updates, and popped them up in the new editor for cleanup.

Y'know in horror movies how something happens outside and everyone runs out side to see what happened?  Well, I did it...I looked at the HTML code.   Just. Don't.

I'll admit I have not done much with HTML in years, but I did write all these docs for Web Portal and they had some standards.  In the new Help Center if I have to make edits...it's just awful.  The first one i got to has inconsistent fonts and the bulleted lists are not bulleting.

I may try to copy / paste out of Word an into new HC documents to see if that will wipe everything.  Not really what I had intended to spend my time doing.  :(

D

View comment · Posted Jul 21, 2016 · Diane Albert

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Diane Albert commented,

Community comment Discussion - Tips and best practices from the community

I've used incident / problem for true problem ones, but we tend to like the personal approach to working with customers so I don't use it often.

I'm okay with solving child tix separately....and with child tix reopening separately from the parent tix.

Basically what i kinda do now is if I have a photog that doesn't want his stuff public, i open a new tix to the customer.  In internal notes, i use #tixnum so *I* know what one i'm dealing with...then in his tix i do the same with the customer tixnum.  That gives me my clickable links.

One of the things this would solve for me is the nightmare i have with multiple orgs.  If you're a photog with XYZ studio sending me 4 different schools' worth of photos, you can now do it in the same ticket...and I can "child" out to the 4 customers separately.

I can see i have some flowcharting to do before I start deconstructing things.  That needed to get done last year and didn't so I'm behind by a process year anyhow.  sigh....

View comment · Posted May 19, 2016 · Diane Albert

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Diane Albert commented,

Community comment Discussion - Tips and best practices from the community

Admittedly I have not downloaded this to try because I'm still kinda crunched in my peak season yet...but this sounds like it might be a boon for when my photographers send images to be uploaded to sites...and i want their customer to know it's been uploaded, but i do NOT want the customer to see / have access to the link the photographer sent.

The photographer ticket with images would be the parent ticket.  My uploaders can go work that as needed.  Issues with the images...we're still chatting with the OP would be the photographer.

The child tix would be the actual customer who just receives notice that we have images from their photographer and they'll be uploaded shortly.

Does resolving the parent resolve the children or would I need to trigger that?  Andrea / Jessie...I'll gladly take personal insights here and if you want to hop to the Mod board so we're not junking up a thread, I'm game.  I can be more specific on my use case.

We tried the Linked Ticket App and when we found out it created a tag for every linked ticket...that stopped really quick.  my tags are bloated enough as it is.

Diane

View comment · Posted May 19, 2016 · Diane Albert

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Diane Albert commented,

Community comment Q&A - Help center and community

Oh that would stink having years upon years to convert.

Andrew has an interesting point for new stuff with HTML though.  Are your peeps able to plug stuff into an HTML template?

I guess it depends if you are the final say in content...or whether you are just the distributor of content.

In my world...I end up being the SME...and during our low season I go brain-picking.  Like "tell me all the crap you learned this year about TopicX" and I take notes and add that to whatever constructed document I started.

I've seen what the sales folks put out when left to their own devices  ;)

 

View comment · Posted Mar 16, 2016 · Diane Albert

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Diane Albert commented,

Community comment Q&A - Help center and community

Hi Kevin

I recently read a blog...and it escapes me where now...but it was about someone converting their old documents into a content management system and the pain of this.  So I'll go a different route here.

One of the things the Content Guru / Blog Author talked about was taking a look at your current content. 

It's like cleaning your room as a kid.  The toys you play with daily, the toys you play with occasionally, and the ones you get rid of to make room for new toys.  :)

Is there stuff that really is old, but you don't want to lose it?  Keep it in PDF form then so you have the historical doc.  That can be attached to a "blurb" which you can then make searchable in your Help Center.

Since you can look at metrics of what people are searching, you may find that no one cares about certain documents and they can quietly go away.  I think probably 3/4 of my content never gets touched even though all of it is searchable.

You probably have have some very key pieces that you couldn't live without, and those should get the whiz bang conversion immediately. 

The rest can be done as you can get to them, or done as the PDFs, knowing that you're going to take a certain number each week and fix them.  That can even be your "hook"...ooh updated content here!! woohoo.

I do all my documents in HTML and then paste them in.  I want to be able to format them off line and spell check etc.  I also house my images elsewhere and use links because I use the images in more than one document.  When our software changes, then I can "swap" the image instead of updating a full link.

I agree with Andrew on the image naming - that has kept me sane.  I don't do mine based on article, I do it based on part of the system since I use them in multiple articles.  I just keep most of them generic enough that they can be multi-use.

Let us know what you come up with!  I love to see how others conquer their challenges  :)

Diane

 

View comment · Posted Mar 14, 2016 · Diane Albert

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Diane Albert commented,

Community commentDiscussion - Zendesk on Suite best practices

this is awesome...

 

i have a Diane-o-mation version of this using two macros.  Basically, my first macro is "have you resolved your issue, I see you haven't responded", and then a "couple days" later as i'm reviewing my pending YET AGAIN, i have a second macro for "i see you haven't responded, so we're closing this ticket, but if you need help, simply respond and we'll continue our conversation"...or something like that.

I've been meaning to make this into an automated process but didn't have the brain power assembled until my summer down-time season.

(Diane wants MORE MORE MORE of these kinds of things!!!)

View comment · Posted May 26, 2015 · Diane Albert

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Diane Albert commented,

Community comment Feedback - Ticketing system (Support)

I used to hate the "thank you"..."no thank you"...."oh no thank you" stuff...

then I decided to use it to my advantage....my response to anyone who replies with the simple Thank you stuff..

"No problem ...that's why we're here.  We love to hear from you!"

and that pretty much shuts down the conversation...but let's them know it's still a human on the other end of the computer.

I'm ready to create the macro for that one  :)

my satisfaction scores have jumped   "you're folks are sooo friendly"..."everyone is so helpful and polite"..."you use a ticketing system?  I thought I was emailing with real people"   (love THAT one!!!)

 

Diane

View comment · Posted Aug 28, 2014 · Diane Albert

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Diane Albert commented,

Community comment Feedback - Ticketing system (Support)

+1

We have a tag "password" and also "passwrod" - if i don't catch that withing my "keep the stuff not-closed for a gazillion days", then that becomes part of my tag list.

I understand the concept of not wanting to change the actual communication chain in the ticket, but yes from reporting, this stinks.

This did catch me for an important upgrade request - i knew i had more "password" issues than what displayed.  Fortunately, I could hide that I had to search for password and passwrod, but my data will always be tainted.

And try explaining that to someone new who is setting up their own views or personal macros (which *I* as an admin can not administer YET...another +1 there).

Diane

View comment · Posted Dec 04, 2013 · Diane Albert

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