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Kristof Van Kriekingen
Joined Apr 16, 2021
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Last activity Feb 02, 2022
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Latest activity by Kristof Van Kriekingen
Kristof Van Kriekingen commented,
Hey David,
I assume you have a user in your zendesk with the email alerts@m--------.com.
If that user is an agent himself, you can modify all the triggers that send out mails by stating ' request is not >the agent with the email< '.
---
If it's just a regular end user account, you could add a tag to him, for example ' no_mail_please '
and add the Ticket Tags - Contains none of the following - ' no_mail_please '
To all the mailtriggers.
That way when a ticket gets created by your user ( with the alert mail ) it will automatically add the tag to his tickets. And no mail will be send.
Is this something that you are looking for?
Kind regards
Kristof
View comment · Posted Aug 21, 2015 · Kristof Van Kriekingen
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Kristof Van Kriekingen commented,
@Sean, that would be good too, but we would want to rename the buttons then :P
View comment · Posted Aug 12, 2014 · Kristof Van Kriekingen
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Kristof Van Kriekingen commented,
@Jake, bad ofcourse.
Then again if we could add some kind of satisfaction rating system into ' Solving tickets '
But instead of ' Good / Bad ' ---> ' Thank you / I need more help '
Wouldn't that be an option?
View comment · Posted Aug 11, 2014 · Kristof Van Kriekingen
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Kristof Van Kriekingen commented,
@Tim well I'm all for automating aswell but when an agent has to review it, it's not automating ;P
Tbh, I haven't looked into the button template yet due to being busy/holiday.
Your 2e mark will not work due to not being able to delete comments yet xD
But I do see where you are going. It's not something easy to deal with.
Kind regards
Kristof
View comment · Posted Aug 11, 2014 · Kristof Van Kriekingen
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Kristof Van Kriekingen commented,
@Simon
I haven't joined this since the start but Planned doesn't mean it's instantly planned.
It could have been on planned for a month or a year. I'm pretty sure if they had an ETA for this, they would have told us already since loads of people want this feature. I'm afraid we'll just have to wait for when they make a beta version of this. I learnt that pushing them isn't going to make it better, it will only make people more frustrated.
There are a lot of ups & downs towards this which have to be figured out and tested.
Kind regards
Kristof
View comment · Posted Jul 02, 2014 · Kristof Van Kriekingen
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Kristof Van Kriekingen commented,
@Colin , what are the consequences of sending an email from a no-reply email address. What if the customer still thinks that he is not helped and needs more feedback.
Our customers have no issues with replying to a no-reply@company.com address though, as we experienced before ;/
I like that you are bouncing ideas.
About the button again ;P
What if we could create an illusion button. A fake one. Shiny but no benefits.
We create a button saying ' Thank you this helped ' or something.
But on the background, it won't do anything at all then there is no need for the API either.
It's absurd but it can work or can it?
Will customers fall for it? As our customers mostly don't even understand what a browser is, I feel like we should try it. We could eventually add a hyperlink on the button if needed.
Perhaps a drop down could come from the button when it's clicked ' We appreciate your feedback thank you'.
That way they won't think like: Did it work? Better click it 10 more times ;P
Spam is also avoided by this.
Just thinking ' out loud ' again ^_^
Kind regards
Kristof
View comment · Posted Jun 24, 2014 · Kristof Van Kriekingen
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Kristof Van Kriekingen commented,
@Colin, true indeed. I believe there is no solution to this at all or ever possible. Since here and there will always be a leak.
The text won't matter to us, they would still reply. We even go to our customers since we are a closed zendesk we send one of our colleges to explain how it works. He mentions it every time but our customers just want to be polite ^^.
Also in the mail there is no difference between Pending / Solved.
Although I'm thinking of your previous comment. To put some kind of picture with the status Pending your reply / This issue is solved.
I was thinking if the comment is smaller then ' Thank you ' it wouldn't update the ticket but that won't work since Email replies mostly include details of information of the customer , address, phone , company , ...
But I really like your idea of the hyperlink it made me start thinking!
Crazy idea not sure if possible and possible solution.
Since we do not use the satisfaction rating things. This still gave me an idea combined with your hyperlink.
Would it be possible to provide 2 buttons in the email once a ticket is solved.
Button 1: ' Thank you this worked fine ' ( We would then use the api to insert their comments as an internal comment on the ticket and force the ticket closed. // Your comment above )
Button 2: ' This didn't solve my issue ' ( This would open a popup in the mail client replying to the email/ticket )
Pretty sure button 2 is not doable ;P I was just thinking ' out loud '
Perhaps it's not needed to provide button 2. We can just say with button 1 and if the issue didn't get solved, they can just normally reply.
We need that button ;O
Kind regards
Kristof
View comment · Posted Jun 24, 2014 · Kristof Van Kriekingen
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Kristof Van Kriekingen commented,
@Charley Yup and it happens more often every day! ;P
@Theo tackling this won't be easy ;P
@Colin I see what you mean, that button or hyperlink would be nice but what if for example in our case we ( the support team ) mostly put the ticket on the status solved + providing feedback to the customer .
Example: You can find that here and check this box ' ON '
Status --> Solved
Then the customer gets an email.
I guess we could still work with a hyperlink in the email; but only if the status = solved.
Hmm might look into it later myself if I find some time ^_^
Anyways if you find something to tell us! ;-D
Kind regards
Kristof
View comment · Posted Jun 24, 2014 · Kristof Van Kriekingen
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Kristof Van Kriekingen commented,
Make it so we can remove CC's for multiple options
Remove specific users
Remove specific agents
Remove All
Remove specific Groups/Teams
Etc ...
View comment · Posted Apr 08, 2014 · Kristof Van Kriekingen
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Kristof Van Kriekingen created a post,
Hello,
What I mean by this is what we all experience. A customer creates a ticket and you solve the ticket like a boss and put the status on ' Solved '.
Now the customer will see that you made a reply in her/his email. With the correct answer.
Ow Goodie! This worked I shall thank the agent who helped me!
The customer will now reply to the email ' Why thank you for your help it worked! '
This is all awesome and epic but on the backside of the the issue will be reopened and it's more work for the agent to close it again.
Yes you can make a trigger function which would allow any ticket that has the words ' Thank you ' in it to be solved but this isn't a viable option.
' Thank you for your help but I still need more help with this issue '
Ticket has been automatically solved and none would ever notice the poor customer that lacks help.
The ultimate way to solve this, is where the customer actually goes to the helpcenter and tags on ' Problem is solved ' and makes a reply. But we all know that this will not happen since many customers will reply on an email, which works way quicker.
So here is my suggestion for a feature request.
I'm not sure what can be done to avoid this situation so I was kind of hoping for idea's of you guys!
If something can be done or created that avoid this issue. It would make the agent-life a lot easier and flexible.
Some kind of detecting way for a ticket to see if another question has been asked including ' thank you '
Then again not all customers write a ' question-mark ? ' at the end since it all has to go fast fast fast!
PS: Pretty sure I'm not the only once experiencing this issue! ;D
This issue occurs a lot and with a lot I mean 60-70% of the time.
Kind regards
Kristof
Posted Mar 14, 2014 · Kristof Van Kriekingen
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