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Mark Powell

Joined Apr 15, 2021

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Last activity Aug 08, 2023

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ACTIVITY OVERVIEW

Latest activity by Mark Powell

Mark Powell commented,

CommentHelp with apps and integrations

FYI we also discovered this business critical functionality was down without being notified. Raised this in Jan 2022.

https://support.zendesk.com/hc/en-us/community/posts/4415881440410-Notifications-for-when-a-Salesforce-integration-data-sync-fails

View comment · Posted Sep 20, 2022 · Mark Powell

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Mark Powell created a post,

Post Feedback - Ticketing system (Support)

The Accounts to Organizations data sync for our Salesforce integration failed recently but we had no idea because we weren't notified. We found out days later and then re-enabled it, but by then we may have missed many syncs for Accounts/Orgs.

Need to add a subscription option for Admins to sign up to for receiving notifications when this fails... or at least blanket email all Admins.

Posted Jan 05, 2022 · Mark Powell

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Mark Powell commented,

Community comment Feedback - Admin Center

Agree on keeping "XX of XX seats used".

Agree on columns for Team Members list.

Also, I've raised an issue for Exporting from the Team Members page.

https://support.zendesk.com/hc/en-us/community/posts/4412966946714-Export-button-on-new-Team-Members-page

View comment · Posted Dec 07, 2021 · Mark Powell

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Mark Powell created a post,

Post Feedback - Admin Center

In order to meet audits, we need to be able to get access control lists of all agents in Zendesk.

The Team Members has decent filters to be able to do this, but we really need an Export button.

This is particularly galling, seeing as Explore doesn't have a way to report on Agents (unlike Insights).

Edited Dec 07, 2021 · Mark Powell

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Mark Powell commented,

Community comment Feedback - Ticketing system (Support)

There's a workaround, using Dynamic Content, to get the CC to be added so they receive the first update.

https://support.zendesk.com/hc/en-us/articles/203661206-How-can-I-reveal-CCs-in-a-notification-email-using-Liquid-markup-

View comment · Posted Mar 09, 2021 · Mark Powell

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Mark Powell created a post,

Post Feedback - Reporting and analytics (Explore)

We need to be able to share individual queries with users/groups.

Having to add these to a dashboard and then share the dashboard is unwieldy. It's also not great for admins already managing numerous genuine dashboards.

However, Insights provides a direct path to do this. Under Options > Settings (in the report), there is an option to make the query visible to others.

This feature needs to be available in Explore to be on par with Insights.

Posted Jan 21, 2021 · Mark Powell

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Mark Powell created a post,

Post Feedback - Reporting and analytics (Explore)

We have found having multiple administrators globally is very difficult to collaborate well on queries and dashboards.

When one person has a query or dashboard open, the other administrators are not able to see that query/dashboard in edit mode. This means we are not able to help each other out while someone else is offline. For example, if someone in the EMEA opens several queries in several tabs, they are now locked and cannot be worked on by someone in the AMER/APAC. Whilst we understand this is important for keeping good versioning and avoid data ownership conflicts, it means it is near impossible for more than one person to administrate Explore; this is unworkable for us.

Would it be possible to introduce better collaboration methods? Like you have in a Support ticket, where multiple people can access a ticket and you can see who else is editing?
Or at the very least would it be possible for the first person opening the dashboard/query to get write access and the next person accessing it to get read-only access?

Posted Nov 30, 2020 · Mark Powell

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Mark Powell created a post,

Post Feedback - Reporting and analytics (Explore)

In Insights (GoodData) we had a "Manage" section and we could see listed all the attributes and metrics (default and customised). This was a very important area, where we could keep track and manage all of our customisations in one place.

In Explore, there doesn't seem to be a very good way to manage calculated attributes and metrics. You have to open up a query, then click Add (under Metrics), then click Calculated metrics/attributes, then click the Edit pencil on each one. This is very long drawn out, untidy process for managing these.
It's also odd that these don't appear in the Calculations section of the query.

Do you have plans to introduce a like-for-like feature in Explore so we can manage these metrics/attributes in one place rather than having to follow the steps above?

Posted Nov 30, 2020 · Mark Powell

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Mark Powell created a post,

Post Feedback - Reporting and analytics (Explore)

We have a need to release several dashboards to a large number of people (200+) in Explore, but we don't want to notify them, as they will get several notifications and this will appear very spam-like.

In Insights, you just had the ability to create a dashboard and share it without a notification.

We need to be able to use the Share option, but have a checkbox to not send the email notification (like Google Docs sharing feature).

Posted Nov 30, 2020 · Mark Powell

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Mark Powell commented,

Community comment Discussion - Tips and best practices from the community

@Julian Lasser

Hi. In our case we have a frontend UI & backend which is synced with Zendesk; it uses REST to create the tickets in Zendesk. We store all our customer contracts in the backend (including their level of contract cover), so when it creates a ticket, it knows what level (e.g. silver) is required and so it adds the contract tag.

A more simple method, if you're only managing customers in Zendesk, would be to add the tag at the Organization level... and therefore every ticket raised under that Organization would receive that tag, which you could then use a trigger to pull in the Schedule/SLA.

View comment · Posted Jun 17, 2019 · Mark Powell

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