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iViking

Joined Apr 15, 2021

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Last activity Oct 17, 2024

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ACTIVITY OVERVIEW

Latest activity by iViking

iViking commented,

Community comment Feedback - Ticketing system (Support)

that's just the default - you can add as many custom fields as you desire 

View comment · Posted Jul 13, 2023 · iViking

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iViking commented,

Community comment Feedback - Ticketing system (Support)

+1 if this is still not sorted but I think I know how it happens as Shopify is the same and equally frustrating.  These guys do not send emails themselves - they use a third party like Sendgrid to send them. They likely have just one account to send all emails (obvs with our send address) BUT any bounce emails are notified in such a way that they are logged on the master account and not split by sender. There MUST be a way to sort this but for some reason the issue is not seen as important enough.

I now send all my Ecommerce transaction emails via our own email sender 'Mandrill' - costs a little extra but means that we get notified of every duff address within seconds of it bouncing and enables us to take urgent action to verify the address (which invariably is mishear/mistype by agent or customer).  We get regular bounces for a variety of reasons and it also means we can see no. of email reads etc.

Come on Zendesk - do something!!

View comment · Posted Jul 07, 2023 · iViking

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iViking commented,

CommentTicket automation and collaboration

Jakub Konik

more evidence today of a ticket 'summary' being nothing of the sort.  Barely a summary of the initial question that then tails off mid sentence.

View comment · Posted Jun 26, 2023 · iViking

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iViking commented,

CommentTicket automation and collaboration

I've fed this back but thought it would be useful to share Jakub Konik

1. Having an option for the summary to include/exclude 3rd party or internal comments would be useful - at the moment both of these areas seem to be ignored in the ticket summary
2. We’ve evidence of the summary not recognising between an agent response outgoing and a customer.
3. The summary can miss a vital last email to a customer where we are waiting for an answer.

View comment · Edited Jun 26, 2023 · iViking

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iViking commented,

Community comment Feedback - Ticketing system (Support)

This obviously still hasn't been addressed! Come on Zendesk!!!

View comment · Posted Apr 20, 2023 · iViking

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iViking commented,

Community comment Feedback - Ticketing system (Support)

I'm 100% in support of this and am surprised it's not been actioned long ago. We operate our own 'ask a question' system at the moment and the addition of a captcha would be essential to us port over to the widget.

View comment · Posted Mar 12, 2020 · iViking

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