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Erica Sutherland
Joined Apr 15, 2021
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Last activity Nov 11, 2021
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Latest activity by Erica Sutherland
Erica Sutherland commented,
We would also like to have the capability to unrequire the description field based upon what is required in Jira as we sometimes require descriptions, and sometimes do not! Good to know I'm not crazy, I've been going through various schemes and screens in Jira to figure out how to impact that in the integration, but looks like it's required in the integration on the ZD side!
View comment · Posted May 04, 2021 · Erica Sutherland
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Erica Sutherland commented,
This app seems to time out before all of an agent's tickets are updated. We currently have 17 agents who are ooo currently in the app and 1100 of their tickets are not tagged as agent_ooo. This seems like a massive loophole and is a pretty major workflow concern for us. I have a support ticket in for this issue as when we initially reported it this was not detected. If an agent is ooo, there should not be a timeout on how many of their tickets get updated with the agent_ooo tag. In the absence of that tag, none of the triggers related to the app unassigning tickets will work properly.
It's working for everything but solved tickets in most cases- so we aren't seeing nearly as many tickets get missed that are in a 'less than solved' status.
View comment · Posted Sep 24, 2020 · Erica Sutherland
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Erica Sutherland commented,
EDIT/UPDATE: I am not quite sure what happened but I subscribed again and gave it another go and it miraculously worked. I don't know if I had an error in my JSON that I was missing... or what. Perhaps there was a delay despite refreshing, who knows.
When I initially I tested it out while using the (+)Add button at the top of the screen and it did not function at all, but it started displaying updates on existing tickets. I was informed that it specifically does not work during the ticket creation step when I called in to address. I initially cancelled our subscription as a result, but I might be ok here.
View comment · Posted Aug 20, 2020 · Erica Sutherland
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Erica Sutherland commented,
We just upgraded to the Basic plan so that upon ticket creation we could default a send from address based upon the group that the creator of the ticket is in. My understanding after contacting the advocacy team is that the Basic Plan does not apply during the ticket creation step and only on tickets that are not generated via email. Nowhere in the documentation about this app is that clarified which is misleading, making our upgrade completely pointless. We have 50+ support addresses with regional defaults and categorization to align with our user groups. Is there any plan to clarify this, or can this be developed to function as described during the step of creating tickets in the support app?
For our company this would have a very high business impact especially as we onboard larger numbers of clients.
View comment · Posted Aug 19, 2020 · Erica Sutherland
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Erica Sutherland commented,
The assignment control app works great when assigning individual tickets but does not block assignment when bulk editing tickets so we haven't been able to implement it. I would love to know I could use it without the risk remaining of agents making assignment errors in bulk, which we often have to use when reassigning teams, agents, or accounts. I've created a post in app feedback regarding this issue, but it is of note that bulk edit leaves the hidden groups exposed.
View comment · Posted Feb 19, 2020 · Erica Sutherland
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Erica Sutherland commented,
I installed this app and it worked great except for the fact that it does not hide groups in bulk edit mode, meaning if you assign an individual ticket the desired group is blocked (or if you click 'take it'). However, if you are bulk assigning tickets for any reason, which we very often do, the 'hidden' group is visible allowing you to only be able to make assignment errors in.... bulk.
Our company would benefit greatly from being able to create groups specifically for more 'team specific' views at a more granular level that their designated ticket group. So the bulk edit group exposure (for us) defeats the purpose of the app.
Until this app hides groups from bulk edit mode it's useless for us, and I would be very interested in using it if this is ever resolved.
View comment · Posted Feb 11, 2020 · Erica Sutherland
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Erica Sutherland commented,
I have experienced the same issue- I've changed font sizes, published the dashboard, and it seems random. It would be so helpful if the tab width could be customized in addition to font sizes. Sometimes I see a few letters only, sometimes I see more characters.
View comment · Posted Feb 07, 2020 · Erica Sutherland
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