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Goggins Ginni
Joined Apr 15, 2021
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Last activity Nov 29, 2021
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Latest activity by Goggins Ginni
Goggins Ginni commented,
HOW TO GET BACK YOUR DEFAULT SORT!!!
For those like me that ran into problems with removing a sort so that it would go back to the original order, here's what someone at Zendesk found out for me (although I still can't find it documented anywhere). The first click on a metric column sorts it ascending, the second click changes to descending, AND THE THIRD CLICK REMOVES THE SORT COMPLETELY!! Now to document it for my agents so they know this as well.
Who knew?
View comment · Posted Apr 22, 2021 · Goggins Ginni
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Goggins Ginni commented,
Retraction of previous statement! We have 3 Zendesk instances, all Enterprise. The newest one, created in 2021, gives me the option to create more than one Sandbox, BUT only after I had removed the old one. The two older instances do not give me the option to create a new sandbox - the button is greyed out. I'm assuming that if I delete the current sandbox I'll be able to create a new one, and hopefully that means I'll be able to create more than one, but I'm not going to test it. Both of them are too customized to delete if I have to re-create them from basically from scratch.
View comment · Posted Apr 08, 2021 · Goggins Ginni
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Goggins Ginni commented,
@Sally - Thanks for the updated information. When we created our sandbox account back in February there was no way to get the "Create Sandbox" button other than deleting our original sandbox and starting over. I'm so glad they changed that!
View comment · Posted Apr 08, 2021 · Goggins Ginni
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Goggins Ginni commented,
I also forgot to mention that your sandbox will disappear if you don't use it within a certain amount of time, so if you use it twice a year for training or testing, all the work you've done to get it set up will be wiped out by the next time you want to use it, so even if there were no changes you need to start from scratch and check everything again.
View comment · Posted Feb 20, 2021 · Goggins Ginni
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Goggins Ginni commented,
Having just used this for the first time, there are a number of things that I think are important to know -
1. Before you use this you must delete any existing sandbox. This is a huge leap of faith for those of us with very customized instances. Luckily for me, I have multiple instances and was able to work with a newer one with less overhead than our main instance. If I had used this with that one I would have been extremely unhappy.
2. Although a number of items were created, they were not usable as is and required significant review to get correct: Not all views were created, triggers were not in the correct order, customer lists were not created, etc.
3. Custom ticket fields do not have the same field numbers and any reference to those fields will be incorrect. So references within emails to to a custom field must be reviewed and revised; also triggers, automations, and anything else.
4. All agent login emails are changed. That's not a problem except that the passwords are also changed, so an agent can't log in with the changed email to reset their password or their email. An administrator must manually change either the password or the email for each agent that will be using the sandbox. If you have a lot of agents and light agents this can be a huge time waste.
5. The sandbox doesn't include even a stripped-down version of the Guide, so there's no way to test/train using a new request form.
Given these restrictions, it's not as easy as we are lead to believe to create a new test or training environment. Using my starter instance it took many days to confirm that everything was the same as production. For the primary instance, which has over 150 triggers, macros, and views, over 30 custom fields and 10 forms with conditions, I'm not sure that this is usable as is. If I need to review every item I'd rather maintain the existing sandbox and review anything that's changed. In my opinion, this needs more work to be usable for anyone maintaining a more complicated system.
View comment · Posted Feb 20, 2021 · Goggins Ginni
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