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Elizabeth Toy

Joined Oct 16, 2021

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Last activity Feb 12, 2025

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ACTIVITY OVERVIEW

Latest activity by Elizabeth Toy

Elizabeth Toy commented,

Community comment Feedback - Help Center (Guide)

also commenting to upvote this as something we'd like to have the option to configure. we do a lot to customize our email templates to improve our end user experience, so the lack of customization of these emails makes these emails feel entirely disjointed from our other emails, and I'm shocked that y'all leave 0 options for them.

 

(fwiw I'd think that this could be really easily made available to customize in the same place and way as the followers emails are able to be configured. it'd make a ton of sense to me too, as this is a really close comp to what the end users are doing.)

View comment · Posted Feb 12, 2025 · Elizabeth Toy

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Elizabeth Toy commented,

CommentMeasuring success

+1 to getting the actual numeric values of the CSAT scores available to report on.

 

it's so odd to me that you would allow a numeric rating scale as a change from the previous good/bad CSAT options, and then just translate the scores to use the same good/bad outcome as the metric for reporting. if someone gives a 3/5, in my opinion that's a 60% score, not 0.

View comment · Posted Nov 26, 2024 · Elizabeth Toy

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Elizabeth Toy commented,

CommentTicket management

I agree with a lot of folks who'd like to edit ticket fields and more. reporting on tags in Explore via custom metrics and attributes is viable, but a lot of time and upkeep (not to mention it's not easy to manage these in Explore w/o having a centralized list…)

 

one piece of feedback not yet mentioned that I'd certainly find helpful would be the ability to bulk edit closed tickets from the Search page. there will likely be certain tags or other search operators I'll be able to use to identify tickets I want to edit and it would be so much more convenient to do that here vs. creating an equivalent report in Explore, exporting the resulting ticket IDs, and updating them in bulk via the API.

View comment · Posted Oct 25, 2024 · Elizabeth Toy

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Elizabeth Toy created a post,

Post Feedback - Ticketing system (Support)

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. 

This affects agents. When searching in the Knowledge context, we often don't need to see/reference Community posts, but the default filter options in the Contextual workspaces (described here) don't allow for us to set a default filter on the content type. Relatedly, any filters applied to a search in the Knowledge context aren't sticky (if an agent added a content type filter for a search on one ticket, the same filter isn't set when they open a new ticket).

 

What problem do you see this solving? 

Agents don't need to repeatedly apply a content type filter in the Knowledge context to filter out generally irrelevant results.

 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? 

This comes up at least on a weekly basis when searching for an article to add a link to in our ticket reply.

 

Are you currently using a workaround to solve this problem?

- Sifting through all the results.

- Applying the filter to the Knowledge context searches.

- Using the front-end KB search (where we have disabled Community posts as a search source).

 

What would be your ideal solution to this problem? How would it work or function?

If the default filters allowed for a filter on the content type. Or potentially if an agent's own applied filters were sticky.

Posted Jul 08, 2024 · Elizabeth Toy

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Elizabeth Toy created a post,

Post Feedback - Reporting and analytics (Explore)

Feature Request Summary: 

The Community dataset in Explore should be expanded to include information about the User and their Organization.

Description/Use Cases: 

We have a lot of information that we keep on the Organization records in Zendesk, which we'd like to be able to reference when reporting on who is posting in our Community (Gather). For example, we'd like to be able to report on how many customers beneath a certain ARR value are engaging/posting. The ARR value is stored on the Org record in Zendesk (and users are part of Organizations based on their email domain) so if we could have Community users' Organization attributes in the dataset, we'd be able to build a report for this in Explore.

Business impact of limitation or missing feature:

If we wanted to get any information about the Organizations of the users who are posting, we would have to do this in a different tool to cross-reference the user ID info that we do have in the Community dataset with their associated Organization's ARR (or other) information.

Posted Apr 24, 2024 · Elizabeth Toy

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Elizabeth Toy commented,

Community comment Feedback - Ticketing system (Support)
+1 for the formatting, images, attachments, etc. making it into Jira when creating an issue from the Jira app.
 
as a result of this, our team either has to commit to memory the Jira formatting syntax and manually find and update the text that's pulled into the module, or we have to remember to follow up in the newly created Jira card to use the WYSIWYG to update formatting, add images, etc. either way, extra steps that we have to remember to do and then actually do.
 
it appears that there've been some improvements since some of the prior comments, because I do see that formatting such as bold text, blockquotes, etc. is correctly set from ZD➤Jira. however, one of what I'd consider the more "basic" formatting types—hyperlinked text—is getting "stripped" to plain text from ZD➤Jira. It would be great if the formatting that Jira has available for links were also used/added like the app currently does for the other types of formatting.

View comment · Posted Feb 08, 2023 · Elizabeth Toy

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Elizabeth Toy commented,

Community comment Feedback - Ticketing system (Support)

+1. While I can understand the reasoning to only be able to link to a single problem ticket, the reality is that sometimes a requester will bring up multiple issues during the course of a single ticket. It would be great for the incident/problem functionality in Zendesk to be a little more flexible to handle this use case. As it currently stands, we'd have to spin up a new ticket (also, no built-in way to do this in Zendesk, at least that I'm aware of) and then both us and the requester have 2 ticket conversations in our inboxes/queues to keep track of.

View comment · Posted Dec 02, 2022 · Elizabeth Toy

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Elizabeth Toy commented,

CommentExtending Zendesk

wanted to check/confirm something... if a webhook was created by user A, and then down the line user A is no longer an agent in Zendesk, does that webhook they created still remain?

View comment · Posted Feb 09, 2022 · Elizabeth Toy

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