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Ethan Smith's Avatar

Ethan Smith

Joined Oct 16, 2021

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Last activity Oct 10, 2023

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ACTIVITY OVERVIEW

Latest activity by Ethan Smith

Ethan Smith created a post,

Post Feedback - Chat and Messaging (Chat)

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue 

When we soon add the messaging widget to our application and to the help center, I need end users who are already authenticated in the help center to also be authenticated in the web widget in the Help Center. As it is today, a user who is already logged into their end user account in the help center is not authenticated in the messaging widget in the help center, so they can't see their past conversations or any of the other benefits of being logged in. 

What problem do you see this solving? 

Without this, I can't show the messaging widget to customers on the help center. Them not automatically being authenticated in the messaging widget when they are already logged into the Help Center seems like the most basic thing that needs to be supported by Zendesk. As it stands today, it would be such a horrible and confusing user experience that I am forced to not show the messaging widget on the Help Center.

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? 

Zendesk is starting to really roll out messaging and I imagine we are getting close to being forced to move to messaging. As we've been working through the configuration and technical implementation, we realized it isn't even authenticating/recognizing users who are already logged into the Help Center. 

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

We just aren't going to show the messaging widget in the Help Center. We'll have it in our app, but I want it in both for a cohesive and consistent user experience, but that isn't possible.

What would be your ideal solution to this problem? How would it work or function? 

It's simple. If I log into the Help Center and then launch the messaging widget there, I should be authenticated in the messaging widget. 

Posted Oct 10, 2023 · Ethan Smith

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Ethan Smith commented,

Community comment Feedback - Ticketing system (Support)

@... hey nicole. I saw you commented on my last feedback once I posted it and just wanted to tag you here for visibility as well. this "if text is present" logic seems like it's present other places in zendesk and it would be extremely helpful to have it on conditional fields as well

View comment · Posted Aug 21, 2023 · Ethan Smith

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Ethan Smith created a post,

Post Feedback - Ticketing system (Support)

Feature Request Summary: 

I want to use a text field as a condition, but I need to be able to select "if text is present". Currently I have to enter a specific string to use as the condition, but that is too restrictive. I just need to know if there is any text in that field, and if so, I want to consider the condition met

Description/Use Cases: 

We have an optional text field that, depending on if it was filled out or not, would dictate if I show a subsequent field to my agents. However, I don't care what the value of the field is, I just want to show my agents the next field if there is any text in this field, not a particular string.

Business impact of limitation or missing feature:

I can't leverage conditional fields in this situation so my view of fields for my agents is more confusing because I always have to be showing the 2nd field, even if it doesn't apply at all to them.  

Edited Aug 16, 2023 · Ethan Smith

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Ethan Smith commented,

CommentAdditional ticket channels

Athar Hussain

 

this happens to me from time to time. I just refresh the screen and the tickets generally sort themselves back out into the typical tabs so they aren't all collapsed into the "more" tab. does refreshing work for you when this happens?

View comment · Posted Jun 01, 2023 · Ethan Smith

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Ethan Smith commented,

Community comment Feedback - Ticketing system (Support)

Alex McFarlane where are you seeing this? I still see the requester's name in the tab

View comment · Posted Mar 07, 2023 · Ethan Smith

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Ethan Smith commented,

CommentAdditional ticket channels

Maurice Asuncion I've already got a post asking for this feature, so feel free to add your feedback there. there is already a lot of support for the idea on my post

https://support.zendesk.com/hc/en-us/community/posts/4437348940058-Show-ticket-title-in-tab-not-requester-name

 

View comment · Posted Sep 28, 2022 · Ethan Smith

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Ethan Smith commented,

Community comment Feedback - Ticketing system (Support)

@... or @...

Any update from zendesk on this? If there are no plans to revert this change (or at least give users the choice), can you please provide any bit of rationale as to how or why names are better than ticket titles? Or, if you're still trying to figure out how to address this, please just let us know that you don't have any real update at this time, but something is better than nothing at this point. The names in place of titles continue to be a hurdle more than anything for our teams working in Zendesk

View comment · Posted May 16, 2022 · Ethan Smith

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Ethan Smith commented,

Community comment Feedback - Ticketing system (Support)

Hi @... and @...,

 

can you please shed any light on potential implementation of this feature (changing back to the old format)? If it doesn't sound like this change is being prioritized right now, can you please explain what user feedback and user perspective was used when deciding that using requester names was actually better than ticket titles? If this isn't going to be changed back for the time being, I'd like to at least understand why it was changed from title to requester in the first place. 

View comment · Posted Apr 20, 2022 · Ethan Smith

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Ethan Smith commented,

CommentAdditional ticket channels

Thanks Lisa Kelly for the reply. To clarify, as much as I would like this feature to be implemented, I do understand that roadmaps need to be developed and that features do need to be desired by a large number of customers (generally). I was mostly frustrated at the delayed communication here on this thread and the fact that no one on this thread was advised to open a feature request elsewhere for 12 months. Thanks for getting back to us on this thread now. 

View comment · Posted Mar 02, 2022 · Ethan Smith

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Ethan Smith commented,

CommentAdditional ticket channels

I'd like to voice that I'm not very thrilled with the way this was/has been handled. Decent amount of activity on this post for the last 12 months, and we're just now being asked to log this as feedback somewhere else. Seems like that is 12 months of lost time of having any chance of this change being prioritized. 

I've logged this as a feature request and would appreciate if others would go vote for this idea so that it can get some more attention from the Zendesk product team. 

https://support.zendesk.com/hc/en-us/community/posts/4437348940058-Show-ticket-title-in-tab-not-requester-name

View comment · Posted Mar 02, 2022 · Ethan Smith

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