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Scott McClannahan

Joined May 13, 2021

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Last activity May 20, 2024

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Latest activity by Scott McClannahan

Scott McClannahan commented,

Community comment Feedback - Ticketing system (Support)

Amie Brennan - while I appreciate your “attempt” at being helpful, we have already done this which I explained above.  The problem is what if I want to find “all tickets from last month” - the “number of days” changes depending on if I run that report/view on the 1st of the month, the 10th of the month or the 20th of the month.


To be honest - this is lazy programming - the programmers who wrote ZD were lazy and rather than using a “normal” standard like literally every other software in the world for managing dates, they choose to use “hours since” b/c it meant they didn't have to write the conversion routines themselves.   Simply put this is not a “feature request”, this is basic functionality that should have been there since day 1 and needs to be implemented ASAP to make Zendesk work like its competition. 

We are already in the process of moving to another product so you will eventually lose us as a customer, but maybe if ZD figures out what its customers want rather than always trying to upsell them, they can save other customers/businesses before its too late.  Its just a real shame that the product managers dont actually USE the products themselves; otherwise this would have been a no brainer on day 1.

View comment · Posted May 20, 2024 · Scott McClannahan

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Scott McClannahan created a post,

Post Feedback - Ticketing system (Support)

We need the ability to sort/filter views by date rather than "hours since solved".  It is quite ridiculous that a system as robust as Zendesk doesn't offer this very BASIC functionality.  For the past 6 years as a zendesk user, every month in order to view a simple list of "tickets solved last month", I have to login, edit the view, and calculate the "hours since solved" from the first of the month.  

The MAJOR problem with this is that "hours" can change as they day goes on, so unless I'm going to literally recalculate the hours since solved numbers all day long, it make this view extremely cumbersome to utilize - but I really have no choice!

What we need is a simple filter for something like "Date/Time created" or "Date/Time solved" is BETWEEN StartDate and EndDate; and ideally this could support relative dates like "last month" or "last year" ... 

And yes I am aware the Explore offers this functionality but should I really pay for a premium product to get a basic feature like the ability to filter by DATES ??

The last feature I posted (ability to merge organizations) only took ZD SIX LONG YEARS to implement ... here's hoping this one is much sooner.

Posted Dec 16, 2023 · Scott McClannahan

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Scott McClannahan commented,

Community comment Feedback - Ticketing system (Support)

Hi Nicole, 

I appreciate the quick reply.  I understand that there may be "internal" issues regarding communication and I can appreciate ZD taking steps to move forward in rectifying those issues.  

I think the sentiment I see from many in these forums is that there are "basic" features (such as this one) that need to be implemented and are FAR MORE IMPORTANT to most of us who use ZD on a daily basis to manage our businesses than the new features you seem to implement.

I was in a user forum yesterday and we were discussing just this - it's like companies such as ZD say "yeah, we know that's broken but it doesn't generate additional $ if we fix it so look at this list of all these other features that you can pay more $ for instead."   This attitude is akin to a contractor saying, "I understand that your front door is falling off the hinges and you wanted that fixed but instead I decided to upgrade all your countertops to granite - now pay me."

The POINT is that we need the BASIC flaws in the product (i.e. not being able to merge organizations, or not having templates for replies, or not having more than 4 'statuses') fixed before we worry about adding or paying for additional features.  I can tell you that my company will not purchase new features because we are constantly being asked to look at other helpdesk products that fill these BASIC needs.

Again - just my two cents but if ZD starts losing customers maybe they will figure out that having a working "door" is more important that upgrading the countertops to granite.

Anyone else that feels the same way - PLEASE chime in so ZD knows I am not the only one that feels this way.

Scott McClannahan
Pure Technology Inc.

View comment · Posted Dec 06, 2017 · Scott McClannahan

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Scott McClannahan commented,

Community comment Feedback - Ticketing system (Support)

Hey guys - does anyone actually READ the feedback shared in these forums?  The reason I ask is that this is one of MANY features that have been repeatedly asked for in product forums yet Zendesk seems to continue to spend its time developing new (and mostly useless) features.

This is a VERY basic feature and it's not uncommon that the naive techs we all hire might create a user in a new organization.  At the very least there should be some way to manually intervene and fix these 'orphaned' tickets and organizations

View comment · Posted Dec 05, 2017 · Scott McClannahan

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