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Adrian Bell

Joined Apr 15, 2021

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Last activity Oct 12, 2023

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ACTIVITY OVERVIEW

Latest activity by Adrian Bell

Adrian Bell commented,

Community comment Feedback - Ticketing system (Support)

It would work well if the Trigger functionality was extended to allow for an Error Message upon specific actions (such as Merge and Close) that would prevent save to a ticket.

E.g

CONDITION:  Organisation is Acme Incorporated AND Type is Task AND Action is Merge.

ACTION: Error Message "This Task ticket cannot be merged".

View comment · Posted Jun 06, 2023 · Adrian Bell

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Adrian Bell commented,

CommentSetting up Agent Workspace

The new mode doesn't suit any customer that works tickets in email only mode.

How hard it would have been for Zendesk to add to two new configuration settings:

1. Toggle Switch (Email Only | Email, Chat, Social

2 Thread Sort order: Oldest to Newest | Newest to Oldest.

Mind-boggling. 

View comment · Posted Aug 18, 2022 · Adrian Bell

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Adrian Bell commented,

CommentSetting up Agent Workspace

The way Zendesk has managed this comes across as arrogant. There seems to be a strategy to give the impression Zendesk cares. But the use of canned responses/macros following the same sequence for all concerned demonstrates what is effectively a charade.

1. "Hi XXXX,
 Thank you for your feedback regarding the Agent Workspace migration. I've escalated your request to roll back to the legacy Interface for approval. I'll let you know as soon as we've evaluated your request.

2. "Hi  XXXX​,
I'm sorry to inform you that unfortunately your request to delay the agent workspace migration has been denied. This means that your account will continue to migrate to the Agent Workspace interface. We want you to take advantage of our latest innovations and join our customers who have already made the switch."

It's goes back to what customers must weigh up when selecting a Cloud Vendor for their essential systems. Note all Cloud Vendors are like this. Our accounting runs on a product called Xero. There are always changes in pipeline largely brought on by Government statutory changes. The warnings from Xero come way in advance and are always crystal clear. I couldn't be happier with Xero and have been with them for more than 10 years as well.

I'd be really interested to know of any Support Desk software that focuses on Email response, supports more than 12 views, has a customer portal, allows export of ticket data, supports a conversion of all historical data from Zendesk, has a stable product/focus and communicates with it's customers. I don't care about bots, ticket ratings, social messages, chats or Knowledge Bases. We work with Corporate Customers and use MS Teams in conjunction with our Helpdesk.

Customers could have been warned way in advance of this significant change. They had already decided the customer would have little or no input. The timing is bad for us. Bitterly disappointed.

View comment · Posted Aug 17, 2022 · Adrian Bell

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Adrian Bell commented,

CommentTicket basics

Am the odd one out to say that I really hate the way zendesk is driving communication away from email to chat?

You can't even raise a support ticket with zendesk through email anymore!

Is this the way of Agent workspace as well? We've recently been informed we are being upgrade and it concerns me.

Chat might be great for assisting with simple issues like the reset of passwords but it assumes the customer is there at their computer working on some web-based application (like Zendesk) needing a quick fix.

All our customer support issues are driven through email because they are long and complex and not in anyway suited to a chat message. The system we are supporting is not in the cloud or web-based so they are never logged on to our website where a chatbot might appear. If our customers were answered by a chatbot, they would find it very irritating as they are paying us for our service.

The user is not necessarily online and the resolution will run over several days or even weeks.

The current direction of Zendesk might be great for some businesses but I'm really not liking for us.

View comment · Posted Aug 14, 2022 · Adrian Bell

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Adrian Bell commented,

CommentSetting up Agent Workspace

We're flagged to be migrated later this month and have a lot of activities going on that make this poor timing. Can it be delayed upon request? I emailed support that they have just told it is happening.

View comment · Posted Aug 14, 2022 · Adrian Bell

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Adrian Bell commented,

CommentSetting up Agent Workspace

Like many other Zendesk customer our support is B2B and all via email channel. Chats and social messages are of no interest - so it is disappointing to hear that the Workspace interface will be optimised for a scenario that is not relevant to us and we are going to have this change forced on us at a time of Zendesk's choosing.

We started using Zendesk over 10 years when email was the only channel and it worked really well for our use case.

Are there any options to postpone the transition? We've got a lot of going on presently and don't need unnecessary, non-value-adding disruption for our team.

View comment · Posted Aug 13, 2022 · Adrian Bell

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Adrian Bell commented,

Community comment Feedback - Ticketing system (Support)

A disable Followup Emails switch, so that

- inbound emails sent to support+id******-****@company.zendesk.com

- create a new ticket (instead of a follow-up - when the ticket has been closed) would be great for us.

View comment · Posted Mar 05, 2020 · Adrian Bell

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Adrian Bell commented,

Community comment Feedback - Help Center (Guide)

Agreed - I'm really hoping this feature can be added soon. For us, this is needed for end-users who can view all tickets associated with their organisation. We allocate each ticket to a project code. This would allow them to view all open tickets associated with a particular project (rather than drilling in to each one).  

View comment · Posted Jun 15, 2016 · Adrian Bell

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