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Miroslav Adzic
Joined Oct 26, 2021
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Last activity Dec 04, 2024
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Latest activity by Miroslav Adzic
Miroslav Adzic created a post,
I am reaching out to share a suggestion that I believe could significantly enhance the functionality and efficiency of Zendesk Support for many users and organizations.
Introduction: In our daily operations, we often encounter scenarios where being able to automate actions on user profiles would streamline processes and improve the overall efficiency of our support workflow. A particular area where this capability would be highly beneficial is in the management of user tags and department assignments based on the groups they belong to.
Current Challenge: Currently, Zendesk Support offers robust automation and trigger features for ticket management, which greatly aids in maintaining an efficient support workflow. However, when it comes to automating actions that directly affect user profiles, such as adding tags or automatically assigning users to departments based on their group memberships, the platform does not support these actions out-of-the-box. This limitation necessitates manual intervention, which is not only time-consuming but also increases the likelihood of inconsistencies and errors.
Proposed Solution: We propose the introduction of a feature within Zendesk Support that allows for automated actions on users based on specific criteria, such as their group memberships. Key aspects of this feature could include:
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Automated Tagging: The ability to automatically add tags to user profiles based on the groups they are assigned to. For example, if a user is added to a VIP support group, an automated action could add a "VIP" tag to their profile.
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Department Assignments: Automatically assign users to departments or update their department field based on group membership changes. This would be particularly useful for organizations that utilize departments to segment their users for reporting or operational purposes.
Benefits:
- Increased Efficiency: Automating these actions would save significant time for support teams, reducing the need for manual updates and allowing them to focus more on providing quality support.
- Consistency and Accuracy: Automated actions would ensure that user profiles are always updated according to predefined criteria, reducing the risk of human error and ensuring consistency across user profiles.
- Improved User Segmentation: With automatic tagging and department assignments, organizations can more effectively segment their users, leading to more personalized support experiences and improved reporting capabilities.
Conclusion: The ability to automate actions on users based on group membership would be a valuable addition to Zendesk Support, enhancing the platform's functionality and the efficiency of support operations. We believe this feature would be welcomed by many in the Zendesk community and would further solidify Zendesk's position as a leader in customer support solutions.
Thank you for considering this suggestion. We are looking forward to any discussion this might spark within the community and hopeful for its future implementation.
Posted Feb 19, 2024 · Miroslav Adzic
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Miroslav Adzic created a post,
I'm reaching out to share some feedback and suggestions regarding the user role attributes available in Zendesk Explore. As we delve deeper into reporting and analytics to optimize our support operations, the need for more detailed insights based on user roles has become increasingly evident.
Current State: Currently, Zendesk Explore provides a basic set of attributes for user roles, which allows for a general overview of activities and metrics segmented by these roles. While this is beneficial, it often falls short of delivering the depth of analysis required for more nuanced decision-making and optimization efforts.
Challenges Faced:
- Limited Segmentation: The current attributes do not allow for detailed segmentation and analysis of user activities, performance, and ticket handling efficiency based on specific roles or role-based groupings. Only End-user, Agent & Admin exists today.
- Custom Reporting Needs: Our team, and likely many others, frequently encounter scenarios where more detailed role-based reporting could significantly enhance our understanding of support workflows, agent performance, and customer satisfaction.
Suggested Enhancements:
- Granular Role Attributes: Introduce more detailed attributes for user roles that allow reports to distinguish not just between agents and admins, but also between different levels or types of agents, specialized roles, and perhaps custom roles defined within Zendesk Support.
- Role-Based Performance Metrics: Enable the creation of custom metrics that can be segmented by these enhanced role attributes, facilitating deeper insights into how different roles contribute to support metrics like first response time, satisfaction ratings, and ticket resolution efficiency.
- Dynamic Role Filtering: Offer dynamic filtering options in Explore queries that adjust based on the roles present in the dataset, allowing users to quickly tailor reports to specific role-based analyses without extensive manual configuration.
Impact & Benefits: Implementing these enhancements would not only elevate the analytical capabilities of Zendesk users but also empower teams to drive targeted improvements in their support operations. By understanding the distinct impacts of various user roles on support metrics, organizations can better allocate resources, tailor training programs, and ultimately, enhance the customer experience.
Conclusion: We believe that enriching the user role attributes in Zendesk Explore would be a significant step forward in unlocking the full potential of Zendesk's analytics and reporting capabilities. We're eager to hear the thoughts of the community and the Zendesk team on this suggestion and hope to see such enhancements in future updates.
Thank you for considering this feedback. We're looking forward to continuing to grow and improve with Zendesk.
Posted Feb 19, 2024 · Miroslav Adzic
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Miroslav Adzic created a post,
Hi,
I would like to submit a formal request regarding the addition of a personal multiline notes field within the APPs section of the Admin Center, specifically under Zendesk Support apps>[APP].
The inclusion of such a feature would significantly enhance our capabilities, allowing for more comprehensive and detailed notes to be recorded conveniently within the application interface.
Your consideration of this enhancement request is greatly appreciated.
Thank you for your attention to this matter.
Posted Dec 08, 2023 · Miroslav Adzic
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Miroslav Adzic created a post,
I am writing to bring to your attention an operational concern that our agents have encountered while working with the ticketing system.
The current placement of the "Hide Panel" button is proving to be disruptive as it interferes with the functionality of the scrollbar. When our agents are engaged in managing tickets, the proximity of the hide panel button to the scrollbar often leads to inadvertent activation. Consequently, this interruption in workflow significantly slows down our agents' productivity.
This issue is particularly pronounced in the context of lengthier tickets where the scrollbar becomes progressively smaller, exacerbating the likelihood of accidental activation of the hide panel button.
We believe that addressing this issue would notably enhance our agents' efficiency in managing tickets. Therefore, we kindly request a review of the user interface design to mitigate this interference between the "Hide Panel" button and the scrollbar, thus optimizing our operational workflow.
Posted Nov 21, 2023 · Miroslav Adzic
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Miroslav Adzic commented,
We experiencing the same issue as mentioned by Chris here.
Our devs feel that they lost the feature to highlight parts of the code and I would like to understand why this was disabled. Half of our agent were using this feature and we would like to have similar solution to be able to highlight parts of the code in some way.
I also find it interesting that I was able to set formatting within code-block as I composed this forum post, but am no longer able to do the same within my zendesk agent ticketing system environment...
View comment · Posted Mar 16, 2022 · Miroslav Adzic
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Miroslav Adzic commented,
We are investing a lot of time in making Zendesk multi-language but when we are unable to change the templates then customer is going to get mixed languages in their messages.
Would love to see an improvement here. Also a status of the plan would be appreciated.
View comment · Posted Nov 29, 2021 · Miroslav Adzic
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