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Kendall Chandler

Joined Apr 16, 2021

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Last activity Oct 27, 2021

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ACTIVITY OVERVIEW

Latest activity by Kendall Chandler

Kendall Chandler commented,

Community comment Feedback - Help Center (Guide)

@Bogdon if there were clearly two competing views, I can't fathom why both weren't considered for a solution before making such a universal change that results in so much additional work. It's a monumental oversight in my opinion. 

I also agree with comments from others that defaulting to the same restriction as the last article could be confusing as we have multiple people writing articles across different teams, and sometimes may segment who sees them if it's for a beta project or something. We really don't want this.

Why can't the default just be set at a either a Guide, Category, or Section level with the option to modify individual articles as needed?

View comment · Posted Nov 09, 2018 · Kendall Chandler

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Kendall Chandler commented,

Community comment Feedback - Help Center (Guide)

This change has been a huge pain for my team. We have many people from different teams who write articles, who now all need to be consistently reminded that this needs to be changed with every new one they create. We're sending out release notes that no one can see. We're promoting articles in email campaigns that no one can access. We have to go through and change multiple checklists for our processes, but even with that the likelihood that we'll miss something is high. You've added an extra step to every single article we make. If you won't change it back to Everyone as the default across the board, please at least let each of your customers set what their default should be, because this is a huge waste of our energy to have to worry about. It is a really awful decision to make this change with no option to customize.

View comment · Posted Oct 23, 2018 · Kendall Chandler

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Kendall Chandler commented,

Community comment Feedback - Help Center (Guide)

We would like to be able to add instructional text to the login page, as well as apply our branding to make it more inviting. This is one of the primary places that we interact with out customers and their first experience with it does not reflect our brand at all. 

View comment · Posted Apr 10, 2018 · Kendall Chandler

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Kendall Chandler commented,

Community comment Feedback - Ticketing system (Support)

Our use case is not even that we need custom statuses, only that we need a status that can display to the customer when we are working on something. Right now from the end-user view "On Hold" just displays as "Open" so to the end user there is no differentiation between something that is Open because no one has looked at it yet, or Open because we're working to fix it. There should be at last one status that can convey to the end user that their ticket is in our queues. I custom status would fulfill this, or the addition of a single new status type, or just making the On Hold status actually display to the end user (perhaps optionally so it doesn't break workflows for other Zendesk implementations that don't want it to be used this way).

It's extremely important to us that we're able to convey to our customers that their issues are being addressed. Right now the only way to do this is through adding updates to the ticket which is more laborious for us to do, and for them to check. 

Kendall

View comment · Posted Apr 06, 2018 · Kendall Chandler

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Kendall Chandler commented,

Community comment Feedback - Ticketing system (Support)

Is Zendesk's position still to not allow any customization of the ticket statuses? In particular, the customer-facing statuses?

We are finding that are customers are frequently asking us for updates on Open tickets because other than adding a comment, there is no way to indicate to them that something is In Progress.

We very much need an additional customer-facing status that would allow us to differentiate between things that are Open (because of a new updated from the customer) or In Progress (so open, but either in a dev queue or being actively worked on). Internally, we currently use the On-Hold status to indicate this, which is helpful for our own purposes, however to the end user this continues to display as Open so to them there appears to be no difference. 

It would seem obvious to me that there should be some additional status of this type that can display for the end user. 

Is there any chance you are developing additional statuses, or the much requested ability to customize statuses?

View comment · Posted May 09, 2016 · Kendall Chandler

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Kendall Chandler commented,

Community comment Feedback - Help Center (Guide)

Having the ability to access forms from the New Request page as an agent would also allow us to test conditional field form configurations prior to publishing them for end-users. We're able to set forms to Agent-Only, and make the configurations behind the scenes, but there's currently no way to test that the configuration is working without publishing the form to our customers. We're currently developing some complex forms, with integrations to PagerDuty, that we really need to be able to test prior to pushing to production. Currently the only solution is to set everything up in a sandbox, but as we all know Zendesk sandboxes can't push configuration changes to production, so you're effectively doing all of the work twice, and migrating the configuration introduces the possibility of errors occurring even after you've validated. The whole point of validating ahead of time is to avoid this, and this would be a simple solution.

View comment · Posted Nov 26, 2015 · Kendall Chandler

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