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Nicky Clark

Joined May 13, 2021

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Last activity Dec 04, 2024

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ACTIVITY OVERVIEW

Latest activity by Nicky Clark

Nicky Clark commented,

CommentMeasuring success

Colleen Hall do you have any clearer definition of ‘temporarily’ at this time?

View comment · Posted Dec 04, 2024 · Nicky Clark

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Nicky Clark commented,

Community comment Feedback - Ticketing system (Support)

Adding a follow up here in case anyone else was unaware: it looks like Zendesk have added some advanced options to address this issue - https://support.zendesk.com/hc/en-us/articles/7411959450778-Announcing-advanced-SLA-configuration-settings 

I've just enabled them now, so fingers crossed this resolves the problem!

Edit: I've just spotted that it's only the First Reply Time settings that are still available. They've removed the Next Reply Time settings that would actually resolve this issue with no ETA on when they will be re-added. See the comment on that article 

View comment · Edited Dec 04, 2024 · Nicky Clark

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Nicky Clark commented,

Community comment Feedback - Ticketing system (Support)

Agreed. it would also be helpful if all the header information (especially ‘Priority’) could be excluded.

 

We sometimes need to send a copy of a ticket to a client when they get upset at us months or years later about information we already provided previously. Showing our internal discussion and the fact that their ticket is considered ‘Low’ priority would be in appropriate, so we have to take screenshots instead which look much less professional.

View comment · Posted Apr 10, 2024 · Nicky Clark

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Nicky Clark commented,

Community comment Feedback - Ticketing system (Support)

Well, I recently decided to finally start trusting the new Internal Note vs Public Reply functionality and have been using it as it now seems to be intended - to switch between submitting public or internal responses without needing to stop what I'm doing on the other response. It's been working well, and while I still prefer the original approach I could see how other customers would value this more.

When it works, that is. I just lost a public email I spent 45 minutes working on because I flicked over to submit an internal note. 

I believe this has occurred because I was creating a new ticket rather than replying to an existing ticket, but I'm not certain. Needless to say, I'll be going back to avoiding using this function at all.

View comment · Posted Jan 18, 2024 · Nicky Clark

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Nicky Clark commented,

Community comment Feedback - Ticketing system (Support)

Completely agree with points 1, 4 and 5 of this post.

1) The subject line being smaller means that it's less obvious when the subject needs to be updated. We have a lot of tickets generated from automatic processes which therefore have suboptimal subject lines, such as:

  • Tickets raised by calling a customer from within Zendesk are raised with the subject "Call to John Smith"
  • Tickets sent through from other chat systems have a portion of the content of the message as the subject, like "hi i'd like know how to do blah in your system thx"
  • Tickets raised from the contact form are "Website Contact Form: John Smith"

I train my agents to change these subject lines before sending replies to the ticket, but I'm finding that even I forget because the subject is just so unobtrusive now. This is resulting in less professional contact points with our clients, which is frustrating. 

4) We use internal comments religiously for drafting responses, and the extra clicks (not to mention having to copy/paste the text between internal and public responses, because it doesn't carry over now) is a surprisingly impactful extra amount of time.

5) The Apply Macro button should definitely align with the field of work it applies to (i.e. the reply box).

View comment · Edited Dec 21, 2023 · Nicky Clark

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Nicky Clark commented,

Community comment Feedback - Ticketing system (Support)

The content window in general seems smaller, likely because the text box takes up more space and moves with the window. This makes it more difficult to read customer emails especially if they are longer or about more complicated problems. This can be resized but it is unproductive for us to have to constantly resize this for something that did not used to be an issue when the text box was static at the top of the page

Couldn't agree more with this point, all of our agents are so frustrated with how we can now see LESS information in the exact same amount of space - how is this even possible? With the old layout, we could view all of our own reply (unless it was a seriously long reply) and at least all of the client's most recent response with no scrolling or resizing. 

Now, the client response area feels about the same but the amount of your own reply you see by default is ridiculously small. You can barely see a single paragraph and heaven forbid if you want to add an inline message (which we commonly have one or two of in a reply). If you resize it, you see too little of the client's email which contains important context. The time wasted constantly resizing the reply pane is ridiculously inefficient and currently the primary cause of frustration for us out of all the updates - beating out a very long list for the top spot, no less!

View comment · Posted Nov 19, 2023 · Nicky Clark

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Nicky Clark commented,

Community comment Feedback - Ticketing system (Support)

Definitely agree with this. I see there are now faint lines which have been introduced, but which don't span the full width of the screen - these still aren't as good for quickly telling the difference between each response when scrolling through a message as the old version used to be.

It's very common to recall that the user provided a particular piece of information three or four replies back and want to quickly scroll through the messages to find it, and it's been quite surprising for us how much of an impact this has had on agent efficiency.

View comment · Posted Nov 16, 2023 · Nicky Clark

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Nicky Clark commented,

Community comment Feedback - Ticketing system (Support)

This is important to us as well. We have customers who register with a generic email address (accounts@abc.com) under a particular name (John Smith). Over the years the person who runs their accounts changes, or there may be multiple people using the same inbox, and we don't always know this. So Zendesk still shows the user as 'John Smith'.

If the customer fails to sign their name on their email to us (very common!) we will address the email 'Hi John' based on their profile unless we see that the email address is generic, in which case we'll just address them 'Hi' in case it's a new accounts person getting in touch.

This was simple in the old view where we could see the requester's email address clearly, but this information is hidden away in the new view. The workaround of viewing the customer info doesn't work for us, as we need to have the Apps pane open constantly for the other tasks we perform. We have had multiple accidental incorrect names used today alone because of this change.

View comment · Edited Nov 16, 2023 · Nicky Clark

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Nicky Clark commented,

CommentTicket management

Andras Guseo fab, glad that was able to get you partially sorted.

That second requirement is certainly trickier, and I can't think of any way to achieve that within a single view. Good luck! 

View comment · Posted Apr 05, 2023 · Nicky Clark

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Nicky Clark commented,

CommentTicket management

Andras Guseo I can assure you that view works perfectly for us. Why don't you give it a try?

The any conditions are an "or" condition, meaning you will only see tickets for which the 

  • Assignee is (current user)
    OR
  • Assignee is -

View comment · Posted Apr 04, 2023 · Nicky Clark

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