Recent searches
No recent searches

Dana B
Joined Apr 15, 2021
·
Last activity Feb 19, 2025
Following
0
Follower
1
Total activity
212
Votes
104
Subscriptions
45
ACTIVITY OVERVIEW
BADGES
ARTICLES
POSTS
COMMUNITY COMMENTS
ARTICLE COMMENTS
ACTIVITY OVERVIEW
Latest activity by Dana B
Dana B commented,
Hi Doug
We have not had this happen to us. @ Zendesk is this a rollout that is happening soon? Is this part of the UI re-design/changes that are happening?
View comment · Posted Feb 19, 2025 · Dana B
0
Followers
0
Votes
0
Comments
Dana B created a post,
Introduction Prior to a recent update, the "Home" tab in Zendesk provided a critical function for agents by displaying new and open tickets assigned specifically to them in a list format. This feature was highly useful for quickly reviewing new tickets requiring urgent attention. Additionally, a "history" section was available on the left side of the screen, displaying recent ticket updates in chronological order. These functionalities were essential for workflow efficiency and ticket management. However, the latest update has significantly altered the Home tab, removing these essential features and reducing its overall utility.
Previous Home Tab Functionality and Benefits
-
Ticket List View
- Displayed only new and open tickets assigned to the logged-in agent.
- Provided a convenient, at-a-glance view of new tickets needing urgent attention.
- Allowed agents to quickly assess workload and prioritize tasks effectively.
-
History Panel
- Displayed a chronological record of recent ticket updates.
- Enabled agents to review updates made during their absence.
- Offered an efficient way to track changes without navigating multiple views.
-
Seamless Navigation Between Views
- Allowed agents to switch to the Home tab without losing progress in the Views tab.
- Enabled quick access to newly received tickets while maintaining workflow continuity.
- Supported efficient multitasking by allowing agents to return to ongoing searches without restarting.
Current Home Tab Issues Post-Update
-
Redundancy in Ticket Display
- The updated Home tab now displays tickets already covered under existing views.
- Pending, on-hold, and solved tickets are included, which are not as immediately relevant to agents handling real-time issues.
- The primary functionality of listing newly received and open tickets has been removed.
-
Loss of History Feature
- The new "Updates" section is an inadequate replacement.
- Lacks key details such as ticket status (solved, pending, open) and message previews.
- Provides vague information (e.g., "(Property) commented on (subject of ticket)"), making it difficult to track meaningful updates at a glance.
-
Loss of Hover Functionality
- Previously, agents could hover over tickets in the "history" panel to preview email content.
- The new interface lacks this feature, reducing efficiency in quickly reviewing ticket content.
-
Irrelevant Reporting Metrics
- The "Ticket Statistics" section displays solved ticket counts that do not align with the "Your Recently Solved Tickets" view.
- "Open Tickets" is redundant as it replicates information already available in other views.
Proposed Solutions
-
Reintroduce "New and Your Open Tickets" Section
- Reinstate the previous Home tab layout displaying only new and open tickets assigned to the logged-in agent.
- Ensure quick and easy access to urgent tickets without the need to create custom views.
-
Restore Full History Functionality
- Reintroduce the chronological ticket update history panel.
- Include hover previews for email content and clear indications of ticket status.
-
Remove Unnecessary Reporting Information
- Eliminate redundant statistics and open ticket counts that are already accessible in other views.
- Maintain the "Following" option, which aligns with recent changes to CC and Following functionalities.
-
Enhance User Experience and Efficiency
- Allow seamless navigation between Home and Views tabs without losing progress.
- Ensure that agents can manage workflow effectively without unnecessary disruptions.
Conclusion The recent changes to the Zendesk Home tab have significantly reduced its usability and efficiency for agents. The removal of the ticket list view, history panel, and hover functionality has created workflow disruptions. The new Home tab format does not provide meaningful value as it primarily duplicates existing views. Restoring these critical features will greatly enhance the usability of Zendesk, improve efficiency for agents, and ensure a more streamlined support process.
Posted Feb 19, 2025 · Dana B
0
Followers
1
Vote
1
Comment
Dana B commented,
Hi
We have found there is a configuration that does note there are side conversation, however, if there is a response to a side conversation, it does not indicate there is a new response nor to what side conversation if there are multiple side conversations.
ie: A side conversation is sent to our programming department and another is sent to a partner.
- The partner responds so the ticket is reopened because of a trigger
- The agent is not aware there is a response and has to look through the events as to why it was re-opened.
- The event does not say what side conversation was responded to so the agent has to look through all side conversations to see what side conversation was responded to.
Problem Statement (same as before)
The lack of a visible notification for side conversations introduces the following challenges:
- Risk of Oversight: Critical details in side conversations can be missed, leading to delayed or incomplete ticket resolutions.
- Reduced Efficiency: Agents must keep the context panel open unnecessarily, reducing available workspace and increasing cognitive load.
- Impact on Collaboration: Missing side conversations could disrupt workflows with and between programmers and external partners, potentially leading to errors or miscommunication.
Proposed solution
- On the context panel, have a red icon indicating there is a new side conversation.
- When the agent opens the context panel, there is a dot beside the side conversation that has been responded to.
This was how the side conversations worked in the previous version.
Please advise.
View comment · Posted Feb 06, 2025 · Dana B
0
Followers
0
Votes
0
Comments
Dana B commented,
Any word on this request?
View comment · Posted Jan 28, 2025 · Dana B
0
Followers
1
Vote
0
Comments
Dana B commented,
Since Side Conversations are being worked on, is this also road mapped? Also, if anyone wants to upvote this request (search Side Conversation - Notification of Existing Side Conversation Required in Context Panel), it would be greatly appreciated
View comment · Posted Jan 28, 2025 · Dana B
0
Followers
0
Votes
0
Comments
Dana B created a post,
Executive Summary
With the recent upgrade to Zendesk's side conversation context panel, a critical functionality has been lost—the clear notification that a ticket has side conversations. This change impacts workflow efficiency and risks critical information being overlooked. Side conversations often contain essential details exchanged with programmers and external partners, making it crucial for agents to have immediate visibility into their existence. This business case outlines the current issue, its impact, and a proposed solution to restore and enhance productivity.
Background
Zendesk recently upgraded to a new side conversation context panel. Previously, when viewing a ticket, agents could easily identify if a ticket contained side conversations through an indicator in the ticket header. This feature provided immediate awareness of side conversations without requiring the agent to constantly monitor the context panel/have the context panel open.
In the upgraded version:
- No notification: There is no visible indication on the ticket interface when side conversations exist unless the context panel is open at all times (Please note, there is a notification if there is a new response).
- Workflow inefficiency: Agents must leave the context panel open, taking up valuable screen real estate, or risk missing side conversations that may hold critical information or have to click into the context panel when reviewing every ticket (inefficient).
- Business usage: Side conversations are used for communication with and between our programmers and external partners. While not all tickets have them, those that do often contain important data necessary for ticket resolution.
Problem Statement
The lack of a visible notification for side conversations introduces the following challenges:
- Risk of Oversight: Critical details in side conversations can be missed, leading to delayed or incomplete ticket resolutions.
- Reduced Efficiency: Agents must keep the context panel open unnecessarily, reducing available workspace and increasing cognitive load.
- Impact on Collaboration: Missing side conversations could disrupt workflows with and between programmers and external partners, potentially leading to errors or miscommunication.
Proposed Solution
To address these issues, we propose the following enhancements:
- Notification Indicator: Add a notification badge or number to the side conversation icon on the context panel, indicating the number of side conversations associated with the ticket. This restores the functionality previously available and ensures agents are immediately aware of their presence.
Benefits of the Proposed Solution
- Improved Awareness: Agents can quickly identify tickets with side conversations without keeping the context panel open, reducing the risk of missing important information.
- Enhanced Workflow Efficiency: By minimizing the need for an always-open context panel, agents can make better use of screen space and focus on resolving tickets.
- Better Collaboration: Ensures seamless communication with programmers and external partners, improving ticket resolution times and accuracy.
- User Satisfaction: Restoring this functionality would align with agent expectations, ensuring a smoother transition to the upgraded interface.
Posted Jan 28, 2025 · Dana B
0
Followers
2
Votes
2
Comments
Dana B commented,
Is there a way we can suppress a verification email going out to the newly added end user as the end user may question why they are receiving an email and become confused (cause more emails)
View comment · Posted Jan 03, 2025 · Dana B
0
Followers
0
Votes
0
Comments
Dana B created a post,
Current Workflow and Challenges
- Notification Mechanism: When a Side Conversation receives a response, the associated ticket reopens, and a blue dot indicator appears beside the Side Conversation.
- Read Status: Once an agent views the Side Conversation, it is marked as read and loses the blue dot indicator.
-
Delegation for Off-Duty Agents:
- If the Side Conversation response is meant for an agent on days off, the viewing agent must take extra steps to ensure the response is addressed upon the original agent’s return.
- This involves:
- Adding an internal note indicating the response in the Side Conversation.
- Changing the ticket type to “Task.”
- Setting a due date for when the original agent returns.
- Placing the ticket on hold.
- Inefficiencies: This manual process introduces additional administrative tasks, increases the potential for errors, and may lead to missed follow-ups, especially in high-volume environments.
Proposed Enhancement Introduce the ability for agents to mark Side Conversations as unread in Zendesk. This functionality will allow agents to:
- Revert a Side Conversation’s status to unread after viewing it.
- Ensure the response is visually flagged and remains clearly distinguishable for the original recipient.
- Reduce reliance on manual internal notes.
Benefits
-
Enhanced Workflow Efficiency:
- Reduces the need for additional internal notes.
- Streamlines the process of managing Side Conversations for off-duty agents.
-
Improved Collaboration:
- Maintains clear visual indicators for new responses, ensuring all team members are aligned.
- Supports better task delegation and accountability within the team.
-
Minimized Errors:
- Reduces the likelihood of overlooked responses.
- Simplifies processes for tracking and managing Side Conversations.
Posted Dec 20, 2024 · Dana B
1
Follower
4
Votes
3
Comments
Dana B created a post,
Executive Summary
The current process for managing structured data in Zendesk macros is inefficient and lacks the necessary functionality to maintain consistency and format. Support agents rely on external tools like Excel or Google Sheets to fill out forms for programming requests, but these tools fail to address key needs such as protected cells and proper formatting. Adding a table editor within Zendesk macros would streamline workflows, improve data accuracy, and ensure consistent formatting when communicating with programmers.
Problem Statement
Macros in Zendesk are used to create tickets for programming requests and bug fixes. These macros require structured information to be filled out by support agents. Currently:
- Excel allows data entry but lacks cell protection and formatting persistence (e.g., colors).
- Google Sheets is incompatible for seamless integration into Zendesk workflows.
- The Zendesk side panel forms cannot be used, as the information may need to be shared via email with programmers.
This creates inefficiencies, inconsistencies in data entry, and potential errors, as agents cannot rely on locked cells or enforce formatting standards within external tools.
Proposed Solution
Introduce a table editor feature within Zendesk macros that includes:
- Protected Cells: Certain fields can be locked to prevent accidental edits.
- Custom Formatting: The ability to apply colors, bold text, and other formatting for clarity and emphasis.
- Editable Fields: Support agents can fill out only designated fields within the table.
- Exportability: The completed table can be easily exported and included in emails to programmers.
This functionality would allow macros to capture structured and formatted data directly within Zendesk, eliminating reliance on external tools.
Objectives and Benefits
-
Improved Workflow Efficiency:
- Eliminates the need to switch between tools (e.g., Excel, Google Sheets).
- Ensures that agents can complete tasks entirely within Zendesk.
-
Enhanced Data Accuracy:
- Protecting cells reduces accidental changes to critical fields.
- Standardized formatting ensures consistent communication with programmers.
-
Better Communication:
- Programmers receive well-organized, formatted data directly in their emails or tickets, reducing back-and-forth clarification.
-
Time Savings:
- Streamlines the process of creating and submitting programming tickets.
- Reduces the time spent fixing formatting issues or validating data.
Scope and Stakeholders
- Primary Users: Zendesk support agents creating programming and bug request tickets.
- Secondary Users: Programmers receiving the formatted tickets and email communications.
- Stakeholders: Programming, Product Support, and Zendesk Administrators, Sales.
Conclusion
Adding a table editor to Zendesk macros would resolve inefficiencies and improve communication by allowing agents to create structured, protected, and formatted data directly within the platform. This feature will enhance accuracy, save time, and ensure smoother workflows for both support agents and programmers.
Posted Dec 04, 2024 · Dana B
1
Follower
3
Votes
6
Comments
Dana B commented,
Hi
We are on the new cc and followers platform. I need to add a macro to cc a partner in a communication to the end user. I see from the article this is not available. What is the work around?
Please advise.
Thanks!
Dana
View comment · Posted Oct 25, 2024 · Dana B
0
Followers
0
Votes
0
Comments