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Jest Paint - Santi

Joined Apr 16, 2021

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Last activity Sep 01, 2022

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Latest activity by Jest Paint - Santi

Jest Paint - Santi commented,

CommentSetting up Agent Workspace

Just wanted to let you all know that I received approval to stay on the current UI, not sure until when because they did not confirm.

View comment · Posted Aug 22, 2022 · Jest Paint - Santi

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Jest Paint - Santi commented,

CommentSetting up Agent Workspace

I am taking that @Jonathan Aniano forgot to send the message tot his team, and we are all still stuck with this great downgrade. Great job you guys! Terrific comunication!

View comment · Posted Aug 22, 2022 · Jest Paint - Santi

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Jest Paint - Santi commented,

CommentSetting up Agent Workspace

Also, @Jonathan Aniano  PLEASE make your chat bot not to ask us to log in after we are already loged in and to allow as many characters as we want when explaining an issue. Right now it only allows 128 characters (without even showing how many characters we have used), which force us to re phrase the issue a thousand times until we reach the threshold,  and to try and resume the  issue into 128 characters, or finally copying the issue into Microsoft Word to see the character count and phrase it there to then paste it on the bot, to then still be giving the option to write 5000 characters if we want. Let me write the entire issue at once. SIMPLICITY.
Took me 10 minutes today to find a way to contact an agent, do you have any idea of how frustrating is that? I know your company wants to save on agents and push us through automated bots and articles. We know we have those if we need to and we will use them when we know they are helpful. But for when I need an agent I usually need it fast, I don't have time to waste trying to find the path that will take me there. It makes your company look cheap, and not customer oriented. Zendesk is a CRITICAL part of our companies, not some random add on. When we need help, we need it FAST and easy to find. And better Yet, by PHONE with HUMANS.

I am a MUCH smaller company than Zendesk, one with a MUCH smaller budget, and yet I offer my customers the option to contact me through real not automated chat RIGHT from the home page on my site and provide them with a direct line with no phone tree directly to our support agents. But I don't have to respond to shareholders trying to make them more millionaires, I just accept a small cut on my paycheck so my customers have a better experience and so I hire more support agents.

View comment · Posted Aug 20, 2022 · Jest Paint - Santi

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Jest Paint - Santi commented,

CommentSetting up Agent Workspace

Hello Jonathan Aniano I had already requested to stay on the old UI and was denied, I hope they reverse that decision soon before they switched and completely mess me up in the middle of my high season.
You wanted feedback:
1 - Provide an open testing sandbox so we can all play with it and understand how will it work.
2 - Confirm what will happen to all of us that use Zendesk Support on our phones through your app, will it still work? Will it change?
3 - Allow those of us who use mostly support as e-mail communication with our customers to work the same way we have done it since day zero, latest email at the top.
4 - Having to click on the right side panels to get to the contextual info I want requires more time. Can we please be able to pin are most popular apps so we don't have to fetch for them every time? I personally just use the "Choose your address" app and the "Shopify App". I don't want to now have to click on a tab, then click on the app to see the same info I know can see just as soon as I open a ticket.
5 - Since I can´t actually see and test the new UI without actually switching to it myself, and since you have not provided a sandbox version to test it, or a very long and clear video showing each feature, I am not sure if this is truth, but I heard from other users that now on the new UI private responses and public responses are not visible on the same view. That you have to toggle back and forward. This is a huge set back, it requires more time for me to see my agent´s notes and then respond accordingly to the public.
6 - You want to make Zendesk better? Work on what was broken and needed fixing:
a - When a regular e-mail user responds instead of using a new email by editing their original email with highlighted text or so, something many people do when responding to questions within an email, we can't see that information unless we click on "see original e-mail" tab. This should just show up on the ticket without an extra step.
b - Solve the issue of many people being unable to see the attachments we sent because they are posted many times as a link at the bottom that they miss.
c - Allow for apps to be seen and accessible on your Zendesk Support App for those of us that constantly use our phone while working on the road.
d - When an old solved or pending ticket is updated by the requester, move it automatically to the top of our open tickets list, so we don't miss it.
7 - Other companies that have looked into making changes like this have taken MUCH better approaches. Examples:
a - One sent their customers new different looking UI screenshots and asked them how easy or not it was to get a specific task done. This allowed them to get real customer data back from real users, not just internet or industry trends. Your customers are the actual users, not internet trends. (Ex: Attentive)
b - Other companies send me completely working test mode version of their new UI and asked me to provide feedback. I was able to test every single aspect of it and respond based on that.
c - Other companies had full live meetings with top product managers and developers BEFORE they even started to think of launching a new UI to get feedback from their direct users (Ex: Shopify).

8 - I would say that in this case it was clear that either no feedback at all was asked from real users about the changes you guys had thought about, or you only sampled a very small non representative set of people.

9 - Roll out dates are HUGE. Most companies DO NOT do roll outs right before big days for online sales like Labor Day, Black Friday, Cyber Monday and Christmas  (or 4th of July or Memorial day).

10 - Tell us exactly what will happen to our EXISTING integrations. I am integrated with: Facebook Pages, Tidio, Shopify, Ebay, Walmart, Amazon, 

11 - Bring back the Admin Center to the same window, instead of having to click out of our Support Suite into a different page.

12 - Bring the ability to open a support ticket for help with Zendesk Support Suite directly into the Support Suite, so we can access help faster, rathe than going t a different page, using a new login, scrolling through pages that try to avoid us reaching you and push us to read through articles we know by heart by now. Most major companies I work with have an Intercom chat right on the bottom right side and I can access a support agent in minutes, without a thousand clicks and new logins.

13 - Bring back the ability to connect with Instagram, your tutorials say it is possible but my Admin Center under Messaging and social does not show Instagram as an option (or messages at all), just Twitter, Facebook Pages and Text.

14 - As you probably know many  Zendesk users are company owners, if not most, I can guarantee that most of us before we make any changes that will affect our customers the first thing we think is: lets ask our customers what do they think. Lets send a SURVEY with our ideas and see if we are right, and give them a chance to express theirs BEFORE we make a change.

I will be more than happy to chat with you or your team about all of this. 

Lastly, I appreciate that finally Zendesk took real action and decided to stop and think, it is a bit late and you created unnecessary stress on a group of people that face a lot of stress on a daily business running their business and depends on your doing your job right so we can do ours right. I hope moving forward we can avoid situations like this.

View comment · Posted Aug 20, 2022 · Jest Paint - Santi

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Jest Paint - Santi commented,

CommentSetting up Agent Workspace

From what I read here, it sounds like you have just gone ahead, consulted not one of your customers and made a change based on your own team decision makers who clearly don't use the product to communicate over e-mail with Zendesk.

No sane mind would choose to see the most recent comment at the end of a conversation over e-mail. It increases time scrolling, it makes it confusing, and it ads time to retrain people right before we start with Labor Day Sale, Black Friday, Cyber Monday, Christmas... terrible time for this update, and not a well researched update. Why force something onto customers that are begging you not to? Are you not just scared you will loose them all? Aren´t our customers your focus and the reason for your company existing?
I have left every single company that did this to us, and Zendesk I guess is the next one to go.

SWITCH what you did wrong, acknowledge the error, postpone the changes and FIX IT, so it works in a intuitive way for EMAIL which is your main user base.

View comment · Posted Aug 18, 2022 · Jest Paint - Santi

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Jest Paint - Santi commented,

Community comment Feedback - Ticketing system (Support)

So, 2 years have passed since this very important issue was raised... any improvements on this end?
How about implementing DMARC tools for even more safety on incoming emails?

View comment · Posted May 27, 2021 · Jest Paint - Santi

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