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Lisa Springall's Avatar

Lisa Springall

Joined Dec 08, 2021

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Last activity Sep 11, 2024

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ACTIVITY OVERVIEW

Latest activity by Lisa Springall

Lisa Springall created a post,

Post Feedback - Ticketing system (Support)

Would it be possible to add ‘On-Hold’ as a status that is visible to our End Users? This is so we can give them a true reflection of where their ticket is up to and so that they can see clearly how many tickets are truly ‘Open’ and actively being worked against those where the SLA has been paused ‘Pending/On-Hold’ for different reasons. Thank you

Posted Jul 12, 2024 · Lisa Springall

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Lisa Springall created a post,

Post Feedback - Apps and integrations (Platform)

We have received feedback from users that when creating a new JIRA from within a Zendesk ticket, if they accidently click out of the 'create issue' box it completely closes the box and they lose everything they have entered.

This is frustrating for the user as it means they have to start from scratch which can take up a lot of time. 

Thank you,

Posted Jul 25, 2023 · Lisa Springall

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Lisa Springall commented,

Community comment Feedback - Ticketing system (Support)

It has been queried from an audit perspective that timestamps change after daylight saving time etc. Has it been considered to hardcode the timestamps on tickets? For audit purpose, an auditor will want to see the actual date/time a note is added to a ticket, especially those of a higher priority. The timestamp should be the same no matter what time of year it is. 

View comment · Posted Feb 02, 2023 · Lisa Springall

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Lisa Springall commented,

Community comment Feedback - Ticketing system (Support)

Followed as this is something we feel would be beneficial for us as we move into utilising the jira integration application

View comment · Posted Aug 18, 2022 · Lisa Springall

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Lisa Springall commented,

Community comment Feedback - Ticketing system (Support)

Hi, this is something that we would like to see available within Zendesk.

We would benefit from this as we are concerned that if we are not notified of an end user leaving an organisation they will still be able to access Zendesk & guide more specifically & have access to materials they no longer should have access to.

If this could also be configured so that the authentication code was sent to the email address on the account, this would also assist with the security aspect, if it's only mobile & they use their personal mobile then they can always access the account even with 2FA.

View comment · Posted Mar 18, 2022 · Lisa Springall

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Lisa Springall commented,

CommentGlobal security and user access

Hi,

Can two-factor auth not be applied to end users & only agents/admins?

Thank you,

View comment · Posted Mar 14, 2022 · Lisa Springall

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Lisa Springall commented,

Community comment Feedback - Reporting and analytics (Explore)

We are starting to utilise the problem ticket option within Zendesk as part of our problem management process & we need the ability to be able to pull all open problem tickets & any incidents associated with the open problem. Currently if we apply a status filter so that we only pull back open problems but associated closed incidents it's impossible to do. There needs to be the ability to do this to allow for accurate reporting on problem management.

View comment · Posted Jan 10, 2022 · Lisa Springall

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