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Lawrence Dye
Joined Nov 15, 2021
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Last activity Aug 25, 2022
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Latest activity by Lawrence Dye
Lawrence Dye commented,
IVR routing and priority lines are great for CX, but our agents are still left blind as to where that call is coming from and that can immediately become bad CX.
A customer calls and selects issue X, then still has to explain to the agent that they are calling about issue X. They are left wondering (or asking outright) why there is a prompt if they have to explain it anyway.
View comment · Posted Aug 09, 2022 · Lawrence Dye
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Lawrence Dye commented,
Along with the other commenters here, I find it bewildering that description can be used to filter a view but subject cannot.
There isn't really much more to say about it, the use cases are obvious.
View comment · Posted Jun 30, 2022 · Lawrence Dye
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Lawrence Dye commented,
@...
The notification reappears any time a new tab or window is loaded or the page is refreshed. It's not a functional issue but it is quite irritating for admins who are not on inbound support work.
View comment · Posted Jun 23, 2022 · Lawrence Dye
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Lawrence Dye commented,
@...
Its primary purpose is to ensure that the individual reviewing the ticket accesses the Zendesk Tab to attain any additional ticket information to assist with broader context - is there a reason you're not wanting to include this?
To provide some feedback on this, only our Customer Support team is using Zendesk. All other internal teams are using Jira. Multiple teams across the organization would need to be trained to ignore this line on issues coming from CS, which just isn't feasible. Even during testing, notice was provided to teams, and there were still confused messages from Jira users about not having access to Zendesk when they saw it.
This would be so helpful to our team if not for this message being hardcoded into the integration, it just seems like such a strange decision that it's not even an option.
View comment · Posted Jun 21, 2022 · Lawrence Dye
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Lawrence Dye commented,
Not only would this be beneficial as previously mentioned, but downright necessary.
Lack of reporting on any kind of ticket for a customer support application is a distinct flaw.
View comment · Edited Mar 25, 2022 · Lawrence Dye
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Lawrence Dye commented,
+1 to Nuna Baby Essentials's question.
Based on this response to a similar question from 2020, I'm guessing the answer is no.
This is a bewildering oversight.
My company would like to pull data for spam emails to our support address, but that data is unavailable for suspended tickets older than 14 days, so I would have to comb through every two weeks and manually record the results. That's unacceptable.
View comment · Posted Mar 25, 2022 · Lawrence Dye
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Lawrence Dye commented,
+1. There is also another thread on this very topic.
https://support.zendesk.com/hc/en-us/community/posts/4415915361562-Show-Requester-s-Email-on-the-Ticket
View comment · Posted Mar 11, 2022 · Lawrence Dye
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Lawrence Dye commented,
+1. There should be an option to display the email address of the requester and any CC'd addresses without needing any action from the agent.
This would help us quickly see if there is a high priority contact involved to escalate the ticket without relying on an agent to check every single time.
View comment · Posted Mar 11, 2022 · Lawrence Dye
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Lawrence Dye commented,
This would be an extremely useful feature for me as well.
We currently have a short form containing text fields that users fill out and submit. I would like to be able to create a trigger based on the input of that field, but as mentioned above, the only current option is "Present" or "Not Present", which is not helpful for this use case.
View comment · Posted Feb 23, 2022 · Lawrence Dye
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Lawrence Dye commented,
Prakruti Hindia
Our team will serve one conversation at a time, as issues require individual attention. We also made the switch to Messaging recently, but have noticed that there are still calls coming in within a certain amount of time while the ticket is still open.
This prevents the agent from finishing one task before starting another, which is not a workflow that we consider ideal.
As far as the Talk wrap-up, we currently have it set to unlimited so the agent can take the time they need to research and resolve one ticket at a time. The reporting features help us ensure this time isn't abused.
View comment · Posted Jan 20, 2022 · Lawrence Dye
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