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Anne Poortema

Joined Oct 16, 2021

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Last activity Dec 06, 2021

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Latest activity by Anne Poortema

Anne Poortema created a post,

Post Feedback - Ticketing system (Support)

Hi there,

This is our case:

Our clients are usually small organisations with less than 15 employees. If one of them reaches out to us, our answer usually is needed by 2 other colleagues as well. So we had an agreement that we mailed those 2 our answers as well in order to be quick and efficient. 

Now we use Zendesk, and we can't send our answer to these 2 or 3 other employees. Well yeah, we can if we manually add them to CC. 

We would love it if there would be a feature like:

1) be able to configure whether a persons is a 'contactperson' of a clients organisation

2) Zendesk would automatically sent each or our reply's to both the requester and all contactpersons.  

It would save us and our clients quite some time and hassle!

 

Thanks!

 

Posted Dec 06, 2021 · Anne Poortema

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Anne Poortema commented,

Community comment Feedback - Ticketing system (Support)

Another upvote here!

I'll summarize our use case here, but feel free to contact me for more info.

Our company is dived in multiple divisions. We have 1 jira instance for the entire company. This works fine, with all security measures to be configured (roles, etc) all teams have their own project(s) and nobody can access something they shouldn't.

We use separate Zendesk-instances per division. This is because in Zendesk we can't properly configure access to certain tickets. (f.e.: deny division 1 to the tickets of division 2). We receive personal data quite often in tickets, and because of regulations/GDPR we have to protect this data and need to technically deny access to those who don't need it (or allow those who do). 

Therefore we can't use one Zendesk instance but have several. Please note the European regulations (GDPR) are quite new and require lots of protection of data. Also, European countries have extra rules about it. 

Our second division just started with Zendesk over the summer in 2021, so we are still figuring out how to optimally use it. We now can't integrate with Jira because the other division already did. So it sucks. Workflow is now: 'type in Jira what you already got in Zendesk'.

View comment · Edited Nov 30, 2021 · Anne Poortema

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Anne Poortema commented,

Community comment Feedback - Ticketing system (Support)

I'd also opt for an endless amount of views. As a company with many teams we need at least one view per team. We can't use a view like 'only from my group' as agents are in several groups but only work for one group at a given moment. It is not doable to keep putting them in and out of groups. Also, that way they can't help another team when it gets too busy.

Zendesk seems to be designed for agents that only do what they are told. We like to keep our agents thinking and arranging their work themselves instead of  a teamleader micromanaging them. For that reason they also need to see how workload differs across the teams and be able to help where they can in order to keep waiting times for clients short.

Please add room for more views, and don't limit the amount. Especially if you want to land bigger clients, you need to.  

View comment · Posted Oct 21, 2021 · Anne Poortema

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Anne Poortema created a post,

Post Feedback - Ticketing system (Support)

Case: I have a few teams using Zendesk, and loads of colleguea's who don't usually use Zendesk. However, loads colleguea's are CC'd in mails sent to Zendesk, and reply on them. 

If this happens, Zendesk automatically creates an account for them, and gives them an end-user-role. Therefore their comments are registered as public comments. 

I would love for Zendesk to automatically give them the role of 'staff', so their comments are internal. Zendesk could easily distinguish them on the use of the domain in their e-mailadresses. Just a configuration field in the admin center where I can put the several domains of our company to let Zendesk know they are staff, not end-users. 

This releases us of the manual process of creating user accounts for people who probably never need it, and prevents customers to get updates which should not be sent.

Posted Sep 15, 2021 · Anne Poortema

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