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Trae McConniel

Joined May 13, 2021

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Last activity Mar 12, 2024

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Latest activity by Trae McConniel

Trae McConniel commented,

CommentHow to solve issues with the email channel

An option to add specific CC's through triggers or macros should be added then as there are cases where specific individuals or groups of people should be notified of a common ticket that are not agents of the system. Such as approval requests for access to systems or equipment that need to go to department heads, supervisors, office managers, etc. Possibly an option that says End User in the Add CC option and then gives a search menu to select an existing end user within the system to be added as a CC. 

View comment · Posted Mar 12, 2024 · Trae McConniel

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Trae McConniel created a post,

Post Discussion - Tips and best practices from the community

A potential solution that solves for the dreaded Thank You reply that reopens a solved ticket. Due to constraints from Zendesk not allowing (at least that I can find) any editing capabilities of the standard Zendesk Reopen ticket trigger, this method does not resolve the reopen ticket metric in reporting but it does keep the ticket from appearing in views that show open/pending tickets. 

This method puts the requester in control and as such they are responsible for deciding to reopen the ticket but removes the burden from the agent having to go through open tickets and close unnecessary thank you reopened tickets. Instead of the various surgical like methods that have to account for variation of the phrase thank you, this is more like closing the door when you are done and having the requester use a secret code to get back in.

Essentially through triggers following the steps below, the ticket will be marked as solved by the agent, the requester will reply, the ticket will reopen, the ticket will be marked as solved automatically, a reply will be sent to the requester notifying them the ticket was not reopened and gives them a key phrase to reply with if they still need help, the requester will reply with key phrase, the ticket will be marked as open, a reply will be sent to the agent letting them know a previously closed ticket was reopened.

1. Create trigger Solved Ticket Tag where you use the conditions and actions below.

  • Condition: Ticket>Status, Is, Solved
  • Action: Ticket>Add tags, Ticket_Marked_Solved_By_Agent

2. Add trigger Comment Update Assignee, or edit existing one, that notifies the assignee when a comment is added to a ticket. Use conditions below.

  • Condition:  Ticket>Tags, Contains none of the following, Ticket_Marked_Solved_By_Agent
  • Condition: Ticket>Status, Not changed from, Solved
  • Add any other conditions you like but these two assist with this specific use case
  • Action: Notify by>User email (or Group email), Ticket>Assignee (or group name)
  • Subject and Body would include your own verbiage and the ticket comments
  • Add any other actions you want

3. Create trigger Solved Ticket Reopen Auto Response where you use conditions and actions below.

  • Condition: Ticket>Tags, Contains none of the following, Ticket_Marked_Solved_By_Agent
  • Condition: Ticket>Comment, Is, Public
  • Condition: Ticket>Comment text, Does not contain the following string, Please_Reopen_Support_Ticket
  • Action: Ticket>Status, Solved
  • Action: Notify by>User email, Ticket>Requester and CCs
  • Email subject and body is up to you but some verbiage like an urgent notice at the top about the ticket not being reopened and explaining that if the ticket needs to be reopened, copy and paste the key phrase "Please_Reopen_Support_Ticket" in the body of their reply and that if they do not need further assistance, no further response is needed and the ticket will stay marked as solved.

4. Create trigger Ticket Reopened Key phrase using the conditions and actions below.

  • Condition: Ticket>Tags, Contains at least one of the following, Ticket_Marked_Solved_By_Agent
  • Condition: Ticket>Comment, Is, Public
  • Condition: Ticket>Comment text, Contains the following string, Please_Reopen_Support_Ticket
  • Action: Ticket>Status, Open
  • Action: Notify by>User email (or Group email), Ticket>Assignee (or group name)
  • Email subject and body verbiage up to you but would let the agent or group know that a previously solved ticket has been reopened and the requester or CCs still need assistance

5. Optional: If you want to avoid having to delete the standard Zendesk reopen emails (not the ones sent in step 4), you should look over all of your subject lines for any triggers or automations and make them slightly different than the standard Zendesk reopen email subject line. My subject line has [account name] Re: and then the ticket's specific subject or title. To avoid having to manage the email messages from this i did the following steps. (note: this was done in Outlook but what ever email system you use should have similar rules)

  • Create email rule: If message includes specific words in subject "[account name] Re: " delete the message, mark the message as read, stop processing rules

This is not a perfect solution and is not specifically a solve for replies that ONLY say some version of thanks or thank you as it affects all replies post marking as solved. Hopefully something similar to this is implemented from Zendesk so they can help us with simple logical steps to avoid unnecessary work, minimal impact to the requesters while giving them some accountability for their own issues, and clean reporting metrics.

Any suggestions are welcome to improve and as stated, this is a POTENTIAL solution so keep the comments helpful.

 

Edited Feb 08, 2024 · Trae McConniel

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Trae McConniel created a post,

Post Feedback - Admin Center

The Team Members Page on Admin Center>People>Team>Team Members is not user friendly. 

The options for team members are split between the Team Members Page and some hidden Customer page in Support that you can only access by having to discover the ellipsis at the far right of the team member row and clicking it to see that it says "Manage in Support". To change a Team Member's group and role, you must find this hidden customer page. Its like Zendesk doesn't want you to find where to do this. 

There is no clear way to get to a Team Members' "Customer" page from the Support pages, as when a "Customer/End User" is promoted or a new team member is created, they are hidden from the Customer page view search.

A couple of different possibilities to fix our UX as admins.

  • Add the Role and Group functions to the Team Members Page on Admin Center and as a field 
  • Add a button on the Team Members Page on Admin Center next to each user that says something like "Manage Group/Role" that opens to that hidden customer page
  • Add a button on the Customer page in Support that says "Team Members" to show a view like Customers but shows only Team Members and the group/role they have assigned

Any of these would be better than the current process. 

 

 

Posted Feb 14, 2023 · Trae McConniel

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Trae McConniel commented,

CommentAttachments and CCs

Dave,

This is still an issue for us in Health Care and creating a new post, instead of using the one that has 49 comments over years of requesting a feature, just allows for the new post to be hidden further to let Zendesk kick the can down the road as they have done and as you will likely do as well.

Ticket redaction app does not help if the ticket is closed so its a moot point to bring up. We cant delete whole ticket as we need a record of the interaction, but if a requester, CC, or third party adds an attachment that should not be attached (HIPAA, PII, or PHI), we need to separate the attachment from the ticket and purge it from the system. 

If that cant be done, I believe there would need to be a white paper on how the data that Zendesk has on closed tickets is stored and secured. Is it encrypted at rest, is it isolated by customer or in a blob, and who has access to the files?

View comment · Posted Sep 21, 2021 · Trae McConniel

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