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Ben Wilcox

Joined Oct 16, 2021

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Last activity Jan 30, 2025

Zendesk Luminary

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Latest activity by Ben Wilcox

Ben Wilcox commented,

CommentGeneral questions and issues about tickets

What precisely is meant by the word “backfill"?  Usually “backfill” (in my mind) conjures up the notion of I've let some agents go and we're backfilling (replacing) those positions as soon as possible.  Can you expand on what it means to “run a backfill” on our accounts?

View comment · Posted Jan 30, 2025 · Ben Wilcox

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Ben Wilcox commented,

Community comment Feedback - Ticketing system (Support)

I'd like to see a way to have a “Last Updated by” condition to effectively do the following:

 

Last Updated by (is) “user name”

AND

Ticket > Comment Text (contains) “approved”

 

With that, I could set up some pretty simple approval flows where I can be sure that the person leaving the “approved” comment is a valid approver to commit the action that would follow.

View comment · Posted Nov 13, 2024 · Ben Wilcox

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Ben Wilcox commented,

CommentTicket management

We need the ability as admins to edit more fields post close.  This week I had an agent reach out to me that he needed me to create another user record for a store he couldn't find in the system.  Today was the first chance I had to go look and when I did, I found we already had that user account created and he'd just missed it.  Unfortunately, because he didn't find the store account when he made the ticket, he used the wrong store account that was one number off.  I wanted to correct it today, but unfortunately found both that the ticket had already closed, and the REQUESTER is not a field we can edit on a closed ticket.   Can we be able to change a requester?  Sometimes agents get it wrong and we need to fix it as soon as we find out about out it so we have the correct interaction history for that user record.

View comment · Posted Oct 18, 2024 · Ben Wilcox

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Ben Wilcox created a post,

Post Feedback - Admin Center

The basics of this request is the ability for an Admin to create a macro that's for an individual user without having to assume into their account to do so.  I have had several occasions where I needed to get a macro created for someone where I end up having to assume into their account and set everything up from there and then revert back to my own account.  It doesn't make sense.  If I can see individual macros in the Admin center, why can't I make them for more than just myself?

 

I had an interesting use case this morning, case in point, where we use a particular macro to insert a tag into a ticket that will cause it to show up in a certain queue.  Of course, we have things set so only an admin can actually add a tag, so as an Admin, I've created that macro, made it available to select groups, and when they run the macro, it adds the tag.  Now I have another individual that we've identified needs to be able to add this tag.  However, I can not add him to the groups that have visibility to the macro because I don't want him to be a member of those groups and potentially be assigned tickets since he's not logically part of those groups (and this is a problem BECAUSE Zendesk does not have multiple group types such as “Assignment Group” vs “Security Group”.  If they did, I could grant access via security groups without worrying about them appearing in an assignment group, but that's another topic).  

 

I thought to myself that I could trick the system by assuming in as him since he's Staff and creating the macro as him.  The problem is that as Staff, he lacks the ability to add tags, so the macro creator denies the ability to set that action up.  My only option, which is not even possible, and not recommended, would be (if it were possible), to elevate him to an admin (bad idea), assume into his account (not possible), and then set up the macro for him, and then revert him back to staff.  

 

I shouldn't even have to think along these sideways backdoor lines.  An easy solution is simply to allow admins the ability to create a macro for an individual while still in our admin identity.  Need to have that option added.

Posted Oct 16, 2024 · Ben Wilcox

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Ben Wilcox created a post,

Post Feedback - Ticketing system (Support)

I was excited to try out the saved searches feature that was released today and almost emailed my team before I even tried it.  Glad I tried it first.  I'm not seeing everything that's supposed to be there.  Per the article, the screen should look like this, with both a “Saved searches” and “Actions” menu.

 

Below is what my screen looks like.  It does not have either menu even after clearing browser cache and trying both Firefox and Chrome.

 

The search option shows this:

 

Anyone else having an issue with the new feature?

Posted Sep 23, 2024 · Ben Wilcox

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Ben Wilcox created a post,

Post Feedback - Ticketing system (Support)

Wondering if there is a way to get the Organization field to sort alphabetically by name.   I have literally thousands of Organizations the way we are set up.  All of my districts are set up in the naming convention shown below with an “x ” then a letter and a space followed by “District”.  In the past I could type “x ” and I'd start seeing “x A District” and “x AA District” and “x B District”, etc.  Now, when I type that I get everything out of order.  I've tried just typing “District” as well (in the example below).  Is there a way to get the Organization field to always display the results of the type-ahead filter in alphabetical order?  It seems like it used to.  Something has changed over the last year or so and this makes it much harder to get the job done when I need to add a bunch of organizations to a user.

 

Posted Aug 20, 2024 · Ben Wilcox

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Ben Wilcox commented,

Community comment Feedback - Ticketing system (Support)

Agnieszka Pyzik , I think it was posted elsewhere in a different thread, but I just signed up today with this link:

https://docs.google.com/forms/d/e/1FAIpQLSdrt1xN2gawX22JvRQRbEBpwBS8tL4NnVcjYgHdTADQU55yUg/formResponse?pli=1

View comment · Posted Jul 08, 2024 · Ben Wilcox

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Ben Wilcox commented,

Community comment Feedback - Ticketing system (Support)

I have a unique use case.  This is partly due to the fact that Zendesk has very limited hierarchy options for users.  You basically have User::Organization.  There's not anything in between for something like a location, or a store.  I'd be wonderful to have something at least like User::Location::Organization.  I could do a lot with that.  

We have hundreds of stores, and have had to create a user record for each store.  For our corporately owned stores, we control everything including the primary email as we own the email box being used and can dictate this is the email that the managers and techs for the stores all use, so we can make that the primary and only contact for the store sites.  The trouble I'm in is that we have franchises as well.  I have about 13 records I'm working on trying to figure out how to fix where they are not store records, but rather, it's a situation where the owner or the manager, or both for each franchise store has an account.  Depending on who calls, the ticket is placed under that account.  

From an agent perspective it's craziness.  Yes, they can go to the org level and see all the tickets under the organizational level we call “Store 1234", but there's no single “user” to put all those tickets in.  We're wanting to set the franchises up like we have the corporate stores, so my task is to set up a “Store 1234” user record (like we have for corporate stores) for the franchise.  Each user record would have an email address as primary that is a corporately owned email address, but then I want to have the franchise owner's email address on each record as a secondary email address.  That would allow the franchise owner, even though the ticket is placed under “Store 1234", and not his own name, the ability to see the tickets for his store so long as I have the store organization set up so that everyone associated with the org can see all the org's tickets.   

My end goal is that when a ticket is going to be placed under “Store 1234", yes, I DO want the corporate email address I'm going to use as the primary be the main communication point as we are going to train them to look at that email address, BUT, I'm wanting to CC that store owner's address as well, otherwise, when I make the switch over, they'll all be in the dark and not see email communications about the tickets being created for their stores.  It appears there is no way to trigger the cc'ing of secondary email addresses.  I'd be great if we could, say, ‘tag' a user, and for all user records with that tag, Zendesk would automatically cc secondaries.  We have no trigger options to email anyone other than a support account holder.  I need to email end users.  Writing web hooks for each individual user as well as triggers for each individual user and scenario for side conversations is not the route I'd prefer to go.

 

Can we look at ways to CC secondary emails?  AND… can we look at expanding user hierarchies so that we could associate users with locations, and locations to orgs?  Or, make ‘types’ of orgs, where some orgs can be stores, some locations, and they can be relatable to each other?  And/or, can we have a way to have an email address associated with an org, so that when a ticket is made for a user that is in an org, that an email goes out to the org email address as well?  Just brainstorming….

View comment · Posted Jul 02, 2024 · Ben Wilcox

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Ben Wilcox commented,

Community comment Feedback - Ticketing system (Support)

+1 on this as well.  This is something that's extremely frustrating for us.  The bulk field editor has hundreds of fields, all seemingly random.  I wouldn't doubt though that there could be some connection to the date/time that the field was created, but who knows.  For our Incident field, later on in the game, we added a CI field and there are times where that field doesn't have what it should have in it, and I monitor it, and see two or three tickets at a time that I *could* quickly edit in bulk to select the right drop-down value for that field and fix it, but when I open the bulk editor, I “guestimate” where in the list vertically it will be, and always miss.  It's somewhere down at the ⅔ to the bottom mark, but I can't get it right.  I end up scrolling and scrolling to find the field.  With editing maybe 2-3 at a time, it's actually faster to not bother with the bulk editor because the lack of organization in the fields makes it unwieldy.  

 

Can we get the bulk editor to simply list the field in alpha-order?  That would be more useful.  Are they even form-specific, or are they fields that can be on any form?  Maybe a way to also filter for a specific form's fields, such as “show me only fields that relate to the ‘Incident’ form”?

View comment · Posted Jun 11, 2024 · Ben Wilcox

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Ben Wilcox commented,

CommentAPI and SDK

Thank you, Sara.  I've been trying every article I can find and have not found anything that would work until your simple screenshot and instructions.  (Zendesk, take note... this is the kind of documentation we need to get this kind of thing kicked off!)

Really appreciate your taking the time to post this. 

View comment · Posted Feb 01, 2024 · Ben Wilcox

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