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Dave Rooney

Joined Feb 02, 2023

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Last activity Jul 11, 2024

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Latest activity by Dave Rooney

Dave Rooney commented,

Community comment Feedback - Ticketing system (Support)

This is interesting. This is the first change in the new Agent Workspace that I've seen that seems like it might have an improvement to offer, although it conflicts with a lot of existing workflows. I absolutely value drafting a public reply in private, but I can also see value in doing both public and private updates at once. I wonder if there's a way to do both.

 

View comment · Posted Feb 02, 2023 · Dave Rooney

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Dave Rooney commented,

Community comment Feedback - Ticketing system (Support)

I'm going to guess that this is not currently possible due to Zendesk doubling down on a bad database decision. They seem to be doing everything they can to avoid indexing on Subject fields. That's the only reason I can conceive of to disable sorting by Subject, and I can imagine it would also preclude filtering on Subject. 

Why they don't want to index on the Subject field, I have no idea. These are theoretically professional database operators. I'm sure there's a plausible hand-wavy answer about "problems at scale", but if that's the case then you need to design around it better.

View comment · Posted Feb 02, 2023 · Dave Rooney

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Dave Rooney commented,

Community comment Feedback - Ticketing system (Support)

This is a workaround to the actual fix: having the most recent tickets at the top, as well as the composer. It is insane to me that Zendesk is being so stubborn about something so obviously incorrect.

View comment · Posted Feb 02, 2023 · Dave Rooney

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