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Andrew Paterson

Joined May 13, 2021

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Last activity Dec 21, 2022

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ACTIVITY OVERVIEW

Latest activity by Andrew Paterson

Andrew Paterson commented,

Community comment Feedback - Ticketing system (Support)

Fernando Duarte You can use the 'Set Child Tickets' button that is just to the left of the Send button when you create the Child Ticket.

View comment · Posted Dec 21, 2022 · Andrew Paterson

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Andrew Paterson commented,

CommentService Level Agreements (SLA), macros, and CSAT

We have to use this method too despite the advice not to, all we want to do is add an internal note to the ticket when an automation has run so that the agent who picks the ticket up is aware of what has gone on in the ticket (eg. a chaser email has automatically been sent to the customer).

This is clearly something many customers want, and need, to do and are being forced to use a risky working around. Is there a reason that this basic functionality can't be added?

View comment · Posted Jun 24, 2022 · Andrew Paterson

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Andrew Paterson created a post,

Post Feedback - Ticketing system (Support)

It is currently impossible to assign Skills to newly created tickets if the routing rules are based on custom fields and the ticket is created via email, because triggers (even those with the Ticket is Created condition) are run after the Routing Rules and Routing Rules are never re-run. 

Skills also need to change dynamically if the ticket field values that drive the Routing Rules change, agents can't be expected to change Skills manually if a ticket's details change.

Posted Apr 07, 2022 · Andrew Paterson

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Andrew Paterson commented,

Community comment Feedback - Ticketing system (Support)

Thanks@..., I was thinking of the former but the latter could also be a use case for us if it's possible (I didn't think that it was possible to tie a ticket to a org without specifying the requester as someone from that org though?)

View comment · Posted Apr 05, 2022 · Andrew Paterson

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Andrew Paterson commented,

Community comment Feedback - Ticketing system (Support)

This functionality has made one of our high volume processes so much more efficient and less prone to human error. It works perfectly, thanks @...

Selecting the Form is on the roadmap I see, that will be a good addition and if we could set the requestor as an external end user in future too that would be amazing.

View comment · Posted Apr 04, 2022 · Andrew Paterson

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Andrew Paterson created a post,

Post Feedback - Ticketing system (Support)

When you open a ticket in the Agent Workspace I think the focus of the conversation should be at the TOP of the latest message, not the bottom. (Currently it is at the bottom and if the last message is a long one, or a long email chain, then it's confusing and the agent has to scroll to find the correct starting point).

This has become an issue since we moved to Agent Workspace and the conversation feed inverted.

How it would work better can be demonstrated by clicking the Event button twice on an open ticket, this takes you to the Events feed and then back to the Conversation but critically this then focusses the conversation feed correctly at the top of the newest message.

Could whatever is setting the focus in this scenario please be activated on ticket opening too please?

Posted Mar 29, 2022 · Andrew Paterson

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Andrew Paterson commented,

Community comment Feedback - Ticketing system (Support)

Thanks Josef Prandstetter, that link doesn't seem to work for me though for some reason.

View comment · Posted Dec 20, 2021 · Andrew Paterson

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Andrew Paterson created a post,

Post Feedback - Ticketing system (Support)

As the number of teams using our Zendesk instance grows the number of Forms we have also inevitably increases.

 
Selecting the correct form when agents create a new ticket is really painful, there is no ability to:
  • start typing to filter down the options
  • nest the forms to make them easier for an agent to find
  • way to hide certain forms from specific groups
Any of the above would be a huge improvement in the usability of the system, as would the option to enable a pop-up allowing an agent to select the correct form as the first step when creating a ticket manually.

Posted Dec 20, 2021 · Andrew Paterson

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Andrew Paterson created a post,

Post Feedback - Ticketing system (Support)

Please could you allow an agent to have more than 12 views on the left hand side of the UI. Some agents need more and it's very inconvenient to have to keep going into the Manage Views list.

Posted Dec 20, 2021 · Andrew Paterson

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Andrew Paterson created a post,

Post Feedback - Ticketing system (Support)
Closed tickets should be editable by an Admin and the time period until they auto-close should be able to be defined (or disabled).
 
Tickets close too early for some business processes and when a ticket closes that has fields set incorrectly then that incorrect info is forever in Explore reports
 
This results in Follow up tickets being created unnecessarily and incorrect historic reporting.

Posted Dec 20, 2021 · Andrew Paterson

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