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Dan Cabrera

Joined Sep 21, 2022

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Last activity Aug 20, 2024

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ACTIVITY OVERVIEW

Latest activity by Dan Cabrera

Dan Cabrera created a post,

Post Feedback - Ticketing system (Support)

Every. Single. Time. I have to use zendesk I have to fidget with the editor window to get a halfway decent view of what I'm typing, and the prior content to refer to.  Is there a way to get it side by side?  As it is, I've had to battle it for so long, I just want to take this app out back and…

Posted Aug 20, 2024 · Dan Cabrera

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Dan Cabrera commented,

Community comment Feedback - Ticketing system (Support)

Someone on my team mentioned the ability to view CC'd tickets from the profile, but then for some reason you can't sort it by last updated.  It's a rather common sense need for an agent to be able to keep an eye on related tickets.  The whole redesign of the layout that made replying to tickets with that awful content window was bad enough, but these little requests not being accommodated are more like slaps in the face at this point.  If there was a proper desktop app with custom views/filtering that would be excellent, but there is not.  It's getting to the point that even though it would be a pain to switch to another ticketing system, there is only so much more headache I can put up with.

View comment · Posted Apr 05, 2024 · Dan Cabrera

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Dan Cabrera commented,

CommentTicket customization

Re. Natalie Doran
I so agree with you.  Every single time I have to use Zendesk, I have to resize something and hunt around for the text I want.  It's so frustrating, every single time I use it.  I WISH there was a desktop app where I was in more control.  Zendesk is sooo close to being a nice product, but instead, they crippled it by making the entire main point of it imho (to read text and write text) a 3rd class citizen.  I am working on an in-house replacement because of how long this madness has gone on for, which I'm doing on my own time, for free!, because of how annoying it is to simply read and reply to a ticket, EVERY SINGLE TIME :(

View comment · Posted Oct 24, 2023 · Dan Cabrera

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Dan Cabrera commented,

Community comment Feedback - Ticketing system (Support)

Anything that helps is much appreciated because Zendesk has fallen so far.  Every-single-ticket is a new frustration.  I have to adjust that stupid editor box around to see everything.  All I need to do is enter replies and notes to ticket, such an integral/primary function, but it sucks every single time.  I would pay more than Zendesk itself for a desktop app that put the focus on writing replies to tickets.

View comment · Posted Sep 26, 2023 · Dan Cabrera

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Dan Cabrera commented,

Community comment Feedback - Ticketing system (Support)

Between this and the strange new editor that hogs the screen and also doesn't allow you to toggle between Internal and Public replies... are these changes run/made by people that actually use the product?  Even if that answer is yes, I find it hard to believe it was a clear choice, in which case, PLEASE make these things OPTIONAL so that everyone wins vs making the users regret the product.

View comment · Posted Sep 26, 2022 · Dan Cabrera

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Dan Cabrera commented,

CommentSetting up Agent Workspace

The hard loss of real estate on screen is one thing, but I just realized you can no longer swap public/private replies without the text going away.  Also, the tab now shows the requester instead of the subject so it is harder to track open tickets.  This could all be addressed by simply allowing the option to be specified instead of forcing the rather radical UI changes upon us.  I'm otherwise just fine with Zendesk (except for the awful mobile experience which has always been the case and simply learned to accept) but the experience is eroding instead of becoming more pleasant.

View comment · Posted Sep 21, 2022 · Dan Cabrera

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