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Mathias Lakshøj-Hansen
Joined Oct 22, 2021
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Last activity Jan 19, 2024
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Latest activity by Mathias Lakshøj-Hansen
Mathias Lakshøj-Hansen commented,
Hi Flic,
I am still only able to have the 12 views that you get from groups. I'm not counting "shared-" or "Your views". I'm keeping in mind that we are on a Legacy plan but on the "New agent workspace"
View comment · Posted Oct 09, 2023 · Mathias Lakshøj-Hansen
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Mathias Lakshøj-Hansen commented,
Hi Sean,
Thanks for the reply I will look forward to hearing about Broadcast mode.
Also thanks for the suggestion, we uinfortunatly do not have enough agents to be able to do omnichannel.
View comment · Posted Aug 10, 2023 · Mathias Lakshøj-Hansen
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Mathias Lakshøj-Hansen created a post,
Hi team,
I would like to suggest adding simultaneous calling af a feature in talk, so the caller rings to every available agent in a group at the same time for the entire queue time that is set.
We've noticed a large decrease in average waiting time for our customers who call us since we implemented this some months ago.
This could be the thing that keeps us from using Talk/Voice and if we feel this way other interested companies might feel the same way.
Posted Aug 08, 2023 · Mathias Lakshøj-Hansen
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Mathias Lakshøj-Hansen commented,
Hi Toby,
Thanks for the reply.
I can see how it would work with child tickets, I don't think we would go that way, but thanks for the input.
In terms of filling the marco menu, it's just that we have a lot of macros already.
I know that you can search in the macros menu, but that means that the agent needs to remember what to search for.
Our experience is if an agent needs to remember something, they don't use the function. For now we will most likely create a macro.
Thanks again for your reply.
View comment · Posted Feb 24, 2023 · Mathias Lakshøj-Hansen
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Mathias Lakshøj-Hansen created a post,
Feature Request Summary:
We often send other agents or light agents messages via side conversations.
This is because we need a specific persons input.
I know that we can assign it to a full agent but that's rarely optimal the way we work. I can elaborate if needed.
If we can get the ticket ID or link encoded in the side conversation, it would make it easier for the agents to find the ticket, if they need more information.
Description/Use Cases:
I would suggest that it could be a button on the side conversation, just like adding attachments, comments links or formatting text. Which either added a link to the ticket or ID:
Link would be preffered.
I know we can make a macro that adds this, but I don't want to fill the macro menu.
Business impact of limitation or missing feature:
Minimal impact. It would be nice to have not need to have.
Other necessary information or resources:
N/A
Posted Feb 20, 2023 · Mathias Lakshøj-Hansen
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Mathias Lakshøj-Hansen commented,
Hi :)
We've "just" switched to the "new" workspace. I've noticed that when you need to assign a ticket to another group you now have to do it twice in a way.
When opening/pressing the Assignee drop down menu, we write the name of the group we want to assign to. When pressing the group, a different group than the ticket is assigned to, it opens the group and gives us the possibility to assign to agents in the group and at the top of the list there is the group itself.
Normally we wouldn't assign a ticket to a specific agent by searching a group and the the person. We would just write the persons name
My question is, would it be possible to make it possible to assign to another group by only clicking once? instead of having to click twice? :)
I know that it's a small thing, but it can save a lot of clicks for our agents over time.
View comment · Posted Feb 20, 2023 · Mathias Lakshøj-Hansen
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Mathias Lakshøj-Hansen created a post,
Feature Request Summary:
I think it could be a good idea to change the toolbar appearing on a ticket to a button instead of a toolbar.
This will utilize the space that is already reserved and stop the toolbar taking up room on the already small ticket window.
Description/Use Cases:
Several of our agents use the English layout instead of Danish(our mother tounge):
This causes the auto translate toolbar to appear every time we recieve a ticket with another language than English.
Since we recieve request in several languages it's a good feature, but it's annoying that it takes up space.
So it would be wonderfull if you had the option to choose it to appear as a toolbar or a button.
Business impact of limitation or missing feature:
An annoyance more than a real limitation. It's an extra click thats not needed because we close the toolbar on almost every ticket.
Other necessary information or resources
Edited Feb 20, 2023 · Mathias Lakshøj-Hansen
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Mathias Lakshøj-Hansen created a post,
Feature Request Summary:
Hi all,
We've just upgraded to the "new agent workspace" and noticed that you need to click twice to switch from public to internal reply in the composer.
Could it be possible to just "unhide" the reply type so you see both Public and internal on the composer top
Description/Use Cases:
When working on many tickets through the day it can result in many clicks back and forth from internal and public reply in the composer. For us it seems unnecessary to hide the other reply since theres plenty of room on the composer tab.
Business impact of limitation or missing feature:
The only impact is a small annoyance and time consumption. Possibly a small injury over the years, this is worst case of course.
Other necessary information or resources:
N/A
Edited Feb 17, 2023 · Mathias Lakshøj-Hansen
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Mathias Lakshøj-Hansen commented,
Hi again,
On Monday we made the change from Legacy. Today a colleague, jokingly made a remark about our health insurrance, because we look to the bottom of the screen and straining our necks unnecessarily.
The new view is something you need to adjust to, but I will still say that it's a view that supports chatting a lot more than when using Zendesk as a mailing system.
Hopefully we will soon see it implemented that administrators can choose where the reply section is shown.
View comment · Posted Feb 16, 2023 · Mathias Lakshøj-Hansen
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Mathias Lakshøj-Hansen commented,
To add to the choir.
We've onboarded two new segments to our Zendesk tenant and restructured one.
Right now all primary users are on 12 views, which means that we have to prioritise what views we want to have visable to agents.
The way we work we have five different groups of users, which means five different overall views. The problem is that especially two of the five groups, are virtually the same but then again not.
Group one is kind of like a 1st lvl, but their job is also to make sure that our "2nd" lvl, are keeping up with SLA, if not. So they need at least one more view that 2nd. lvl. and they are already on 12.
It would help an awfull lot if the limit is either raised or removed, then making in scrollable.
View comment · Posted Jan 09, 2023 · Mathias Lakshøj-Hansen
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