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Bobby (Robert) Engelhard's Avatar

Bobby (Robert) Engelhard

Joined Dec 18, 2023

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Last activity Oct 28, 2024

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ACTIVITY OVERVIEW

Latest activity by Bobby (Robert) Engelhard

Bobby (Robert) Engelhard 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)

In regards to the Ticket statistics section, can the numbers be hyperlinked to the appropriate survey tickets? This affects all agents.

 

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

The new Agent home still has the number count, but no longer hyperlinks to tickets so can't view the surveyed tickets any longer. The old dashboard used to have the number count for Good and Bad, in which you could click and it would then show the list of tickets. 

 

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 problem occurs everyday. This is not a major impact to our business, but would be very helpful for our agents to view their Good and Bad ticket statistics to boost moral (Good) or use feedback to improve an agent's workflow (Bad).

 

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

Yes. This was previously available (and technically still is) via the old agent dashboard - https://drfirsthelp.zendesk.com/agent/dashboard?show=v1

 

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

Ticket Statistics Good and Bad boxes will be hyperlinked so agents can click the number count and it load that specific ticket count criteria.

Edited Dec 26, 2023 · Bobby (Robert) Engelhard

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Bobby (Robert) Engelhard commented,

CommentAnnouncements

Hi,

In regards to the Ticket statistics section, can the numbers be hyperlinked to the appropriate survey tickets? The old dashboard used to have the number count for Good and Bad, in which you could click and it would then show the list of tickets. The new Agent home still has the number count, but no longer hyperlinks to tickets so can't view the surveyed tickets any longer.

View comment · Edited Dec 18, 2023 · Bobby (Robert) Engelhard

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