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Matthias Miltenberger's Avatar

Matthias Miltenberger

Joined Apr 16, 2021

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Last activity Aug 14, 2024

Optimization Support Manager at Gurobi

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ACTIVITY OVERVIEW

Latest activity by Matthias Miltenberger

Matthias Miltenberger commented,

Community comment Feedback - Ticketing system (Support)

There is a very easy workaround to get things looking the way you want: Use custom CSS in your browser, e.g., with this extension https://chromewebstore.google.com/detail/user-javascript-and-css/nbhcbdghjpllgmfilhnhkllmkecfmpld and this little snippet of code:

.fLpoWu, .hOccVT {
    background-color: unset;
}

Those two super cryptic classes define the style of those text bubbles for agents and customers, respectively. We are just ignoring Zendesk's forced background color choice here.

To enlarge the conversation boxes (including the yellow/orange box of internal notes) to the full width, you can add this adjustment:

.frkDGa, .fLpoWu, .hOccVT {
	width: auto;
}

And while you're at it, you might just as well get rid of that annoying “Jump to last message” button with this snippet:

.havpWU {
	display: none;
}

View comment · Edited Aug 05, 2024 · Matthias Miltenberger

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Matthias Miltenberger commented,

Community commentAnnouncements

The font sizes are out of control. The fonts themselves are also inconsistent and not an improvement over the old design. The weird brown tint overlayed over everything looks very off (like having a night-time color mode enabled but 24 hours).

There is SO MUCH whitespace. I can barely see two comments at the same time.

In general, it's not pretty at all.

View comment · Posted Apr 12, 2024 · Matthias Miltenberger

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Matthias Miltenberger commented,

Community comment Discussion - Tips and best practices from the community

Sorry, Jimmy Rufo, you might want to reach out to Zendesk Support for help with that. It works just fine on our side. And yes, the user ID is the one that is also shown in the URL when looking at the user's tickets.

View comment · Posted Feb 27, 2024 · Matthias Miltenberger

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Matthias Miltenberger commented,

Community comment Feedback - Ticketing system (Support)

We just stumbled upon this issue ourselves and figured it might be a good idea to have the original assignee be a follower on the new ticket so they get a notification immediately. What's really funny is that all followers are carried over from the original ticket, but the assignee or assignee group is wiped.

We have already implemented several triggers to "clean up" follow-up tickets, but there is no way to access the original assignee or their group.

View comment · Posted Jul 03, 2023 · Matthias Miltenberger

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Matthias Miltenberger commented,

Community comment Feedback - Ticketing system (Support)

This would be really helpful and does not sound too complicated to implement. Currently, this is a manual process and can easily be forgotten.

View comment · Posted Jul 03, 2023 · Matthias Miltenberger

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Matthias Miltenberger commented,

CommentTicket basics

The UX of adding new external users (no prior Zendesk account) via the CC list is quite cumbersome.

Scenario: Mid-ticket, a customer adds another person as CC to their reply (via e-mail). There is no warning or note about this in the Agent workspace - an agent has to "see" that someone new was added to the conversation; otherwise they won't receive the following reply in the ticket from that agent.
Now, even if the agent notices the new CC, they have to manually copy their e-mail address to the CC list, click on "Add User" and then have to fill in their e-mail address and name again.

At the very least, I'd expect Zendesk to remember the address of the new user that has just been copied to the CC list and carry that over to the "Add User" dialog.

At best, Zendesk should show a notification that new addresses have been added to the conversation by a customer and provide an easy way to add those users to Zendesk and to the conversation in the ticket without having to copy-paste the e-mail address several times.

View comment · Posted Jun 26, 2023 · Matthias Miltenberger

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Matthias Miltenberger commented,

Community comment Feedback - Ticketing system (Support)

Any update on this, Zendesk?

View comment · Posted Apr 20, 2023 · Matthias Miltenberger

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Matthias Miltenberger commented,

Community comment Feedback - Ticketing system (Support)

Any update on this, Zendesk?

View comment · Posted Apr 20, 2023 · Matthias Miltenberger

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Matthias Miltenberger commented,

Community comment Feedback - Ticketing system (Support)

Any update on this, Zendesk?

View comment · Posted Apr 20, 2023 · Matthias Miltenberger

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Matthias Miltenberger commented,

Community comment Feedback - Community Forums (Gather)

Any update on this, Zendesk?

View comment · Posted Apr 20, 2023 · Matthias Miltenberger

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