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Heather Rommel's Avatar

Heather Rommel

Joined Oct 16, 2021

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Last activity Feb 07, 2025

Zendesk LuminaryThe Product Manager Whisperer - 2021Community Moderator

I love solutioning in Zendesk for different use cases. Working on Zendesk since 2015: Support, Guide, Chat, Talk, Explore (and Insights RIP).

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ACTIVITY OVERVIEW

Latest activity by Heather Rommel

Heather Rommel created a post,

PostFeedback - Zendesk QA

Hi team!

  • Feature Request Summary
    • We need APIs for Sentiment, Churn risk and other data.
  • Use Case
    • Zendesk QA is a powerful tool that we're starting to set up and were told there are APIs available. However, the APIs are restricted to data related to scorecards.  What we need to be able to do is pull the customer sentiment data and use it to display on a home grown app (a Zendesk app would be good too!) within Support itself so our support engineers have the information in front of them when they pick up/work a ticket.  In other words, if a customer sentiment is negative or churn risk is identified, we can use that data to potentially deflect manager escalations and churn by how we handle each ticket with the customer.  
  • Product limitation or missing feature
    • Right now, we have to leave Zendesk and go to Zendesk QA which is not ideal and frankly just not sustainable nevermind the fact that the data in QA is not available to all users that look at a given ticket in Support. So the API is really necessary!! 
  • Business impact of limitation or missing feature
    • We are “flying blind” during the lifecycle of the actual ticket and limited to case reviews in the QA module. This is not the ideal situation when working a ticket live.

Posted Feb 07, 2025 · Heather Rommel

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Heather Rommel commented,

CommentWorking with conversations in Zendesk QA

What is the purpose of hashtags other than seeing how often they are used?

View comment · Posted Feb 06, 2025 · Heather Rommel

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Heather Rommel commented,

CommentThird party and social messaging channels

Note, Step 5 no longer shows when setting this up. Where do we go to update these settings? 

View comment · Posted Jan 25, 2025 · Heather Rommel

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Heather Rommel commented,

CommentReceiving and giving feedback with Zendesk QA

Hi Zendesk team,

We just purchased this awesome add-on but our teammembers are getting emails titled “Time for some conversation reviews” and we're not even set up yet. The link brings them to the old Klaus App login, not the Zendesk QA module.

 

  • As an admin, I'd like to be able to turn off these weekly reminders (and any other notifications) until we are ready. 
  • As an admin, I'd like to manage Zendesk QA access in users' roles

 

Any ideas?

Thank you!

View comment · Posted Jan 06, 2025 · Heather Rommel

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Heather Rommel 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.]. (2-3 sentences)

Since the last update of Zendesk Agent UI where we have new background color for comments (blue for customers and grey for us), we've received feedback from our agent base that they would like to customize the colors in comment boxes, sidebar, etc.  Right now, only admins can control a limited portion of the colors such as the sidebar.

 

What problem do you see this solving? (1-2 sentences) 

Each agent has personal opinions about color, so it would be perfect to be able to customize some colors.

 

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? (3-4 sentences)

This is an annoyance for the team every day

 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

No workaround atm

 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

I would like to see an option to allow Agents to customize the UI colors at an element level.

Edited Jan 02, 2025 · Heather Rommel

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Heather Rommel commented,

Community comment Feedback - Admin Center

AGREE!!!! My workaround is to zoom out… :(

View comment · Posted Dec 17, 2024 · Heather Rommel

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Heather Rommel commented,

Community comment Feedback - Ticketing system (Support)

Hi Scott Allison We'd love to hear from you on this when you get a moment :D 

View comment · Posted Oct 22, 2024 · Heather Rommel

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Heather Rommel commented,

Community comment Q&A - Tickets and email

I don't know for sure, but I suspect some sort of Trigger or webhook collision is going on. Can you please click “events” on the ticket and review what's firing on the ticket at the time of creation? That should get you in the right direction.

View comment · Posted Oct 21, 2024 · Heather Rommel

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Heather Rommel commented,

Community comment Feedback - Ticketing system (Support)

Hi team,

One thing that is missing from this AWESOME feature request list is the ability to determine what should happen if someone replies to a SC on a closed ticket. Currently when we new reply, say a month later, long after the ticket has been closed, a follow up ticket is created.

We do not think new tickets should be automatically created, as this can create clutter and we would like to (as admins) decide what happens next…

View comment · Posted Oct 11, 2024 · Heather Rommel

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Heather Rommel commented,

Community comment Feedback - Help Center (Guide)

Hi The Original DKNY ! We have interest in these features as well. Is there any progress on this as of late? Thanks in advance for your attention!

Here's our list of related requests:

--

Sometimes its useful to have an internal only text field available within articles where notes can be taken and no customer shall ever see it. Those internal notes might for example contain:

  1. A link to a Zendesk ticket whereas the investigation was done containing additional steps where the article was an outcome for
  2. A link to an Jira for tracking purpose of an BUG or Enhancement
  3. A link to an slack channel / thread
  4. A special instruction when sharing an article to a customer
  5. A note of why an Article is public / or internal for justification purpose

View comment · Posted Oct 11, 2024 · Heather Rommel

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