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Tobias Hermanns

Joined Nov 04, 2021

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Last activity Feb 13, 2025

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Latest activity by Tobias Hermanns

Tobias Hermanns commented,

CommentUsing Built by Zendesk apps

Hi, let me share our bottleneck and my questions.

1.) We had “Legacy Objects” enabled not “Objects” this was the first bottleneck, LMS always said “Setup in Progress” by unspecific error, instead of just telling “enable Objects”

2.) When creating Template, the list of “Demo tickets” should be hide when Intent option is selected, or it confuses

3.) When assign an Agent, a list of Agents / Groups like Assignee List should be display, otherwise it looks liek field contain nothing, it was not clear to search here

4.) Assign work, doesnt follow any guideline, I could find tickets as i have a Ticket Created in past 4 hours view, but without set a tag and a view it´s so unsorted, also it uses default Form, but due to missing Trigger may no Priority.

I vote for having a dynamically view added to the Agents on top like “Training Active” where the tickets come in WITHOUT any ticket form or priority and able to “Solve” it without conflicting with any other business trigger, this would make it easier.

Now my question:

How to see results? If Agents perform or not? If they do correctly? When they solve a ticket?

I just spoke with the bot, and I could Solve the ticket without solution, how to grab this feedback?

Another Bug found, sometimes the bot just reply: “No message provided”.

Feature Request:

Assign work to groups / all agents / all agents in Group instead of search “per Agent”
Repeat same tickets after X time
make process that reading the link / KB Article and “Solve Ticket” to receive tickets with real examples more clear.
Add option to Agents like “You´re invited in Training program” (notification)


Thanks.

Tobias

View comment · Edited Feb 13, 2025 · Tobias Hermanns

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Tobias Hermanns commented,

Community comment Feedback - Ticketing system (Support)

+1

 

We just have some rules i.e. Zendesk Talk do a “INTERNAL COMMENT” about the call, at same time have a MACRO to inform customer about the call is solved and rating option send out.

This is 2x Submit 1x Internal or the Macro overwrite the Text Composer from “Internal” to “Public” and Agents forgetting to save the internal notes.

 

Should be better.

View comment · Posted Feb 03, 2025 · Tobias Hermanns

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Tobias Hermanns commented,

Community comment Feedback - Ticketing system (Support)

Before Layout Change:

Updating and solving tickets – Zendesk help

Now


It´s hard to see difference between the colors especially On-Hold and Solved.





 

View comment · Posted Jan 31, 2025 · Tobias Hermanns

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Tobias Hermanns commented,

Community commentZendesk EAP - Article Multiplacement

Orsolya Forster 

 

I still encounter the issue, that I can´t add a 2nd placement for an article, I can create it, I can find the 2nd category, I save it, it says “Placement Created” but it´s still not created.

 

Any more hints or news if it´s still buggy and when I can test it again?

 

Thanks.


Tobias

View comment · Posted Dec 02, 2024 · Tobias Hermanns

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Tobias Hermanns commented,

Community comment Feedback - Ticketing system (Support)

We’ve discovered a great solution and shared it here:
 

Noteflow - Zendesk Marketplace


If you’re looking to overcome the limitations of the Zendesk Private Comment App, this tool is a game-changer! Noteflow offers a seamless way to manage internal notes and enhance team collaboration directly within Zendesk. It’s user-friendly, efficient, and tailored to improve your workflow.

Give it a try and experience the difference it can make!

View comment · Posted Nov 15, 2024 · Tobias Hermanns

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Tobias Hermanns commented,

CommentGlobal security and user access

+1 this is default feature, why Add On?

View comment · Posted Nov 07, 2024 · Tobias Hermanns

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Tobias Hermanns commented,

Community commentZendesk EAP - Article Multiplacement

Orsolya Forster 

 

Now even more worse, when i select a “Placement” category, all “Categorys / Sections” are empty, no more checkbox to select.

 

View comment · Posted Oct 30, 2024 · Tobias Hermanns

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Tobias Hermanns commented,

Community commentZendesk EAP - Article Multiplacement

Orsolya Forster 

 

Still not working, even a change:

The “Create Placement” is acting now and move back to the “previous site”, but the placement itself is missing (not created) so article is still in one category only.

 

Tobias

View comment · Posted Oct 25, 2024 · Tobias Hermanns

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Tobias Hermanns commented,

Community commentZendesk EAP - Article Multiplacement

Hi  Orsolya Forster 


I still encounter the same issue, not working.

 

 

View comment · Posted Oct 23, 2024 · Tobias Hermanns

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Tobias Hermanns commented,

Community commentZendesk EAP - Side Conversations Child Tickets - Enhancements

Katy Brimm Mark Pinfold 

I have the same request, we have Custom Fields, with Products, Serial Numbers whatever, which may need go outsource any carry over! So I would also like to see Custom Fields able to add.

View comment · Posted Oct 21, 2024 · Tobias Hermanns

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