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Matt

Joined Nov 04, 2022

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Last activity Nov 14, 2022

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ACTIVITY OVERVIEW

Latest activity by Matt

Matt commented,

Community comment Feedback - Ticketing system (Support)

And again I ask.... anyone here have ANY positive feedback?   The new system is an absolutely dumpster fire... but it seems Zendesk is more interested in their "conference table" decisions than the needs of the greater user base.

View comment · Posted Nov 14, 2022 · Matt

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Matt commented,

Community comment Feedback - Ticketing system (Support)

This is absolutely trash.  Please bring back the old way that this worked.    The text should stay in the box, and the drop down should determine where it goes.

View comment · Posted Nov 14, 2022 · Matt

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Matt commented,

Community comment Q&A - Tickets and email

It does, and is not a good answer.   You've literally broken everything everyone used with your product and you're turning a blind eye to everyone's feedback that these changes are not good.  Please reconsider.

View comment · Posted Nov 14, 2022 · Matt

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Matt commented,

Community comment Feedback - Ticketing system (Support)

In the Agent Workspace.... exactly, it's click the user tab, edit profile details.  Before it was just click the user tab and change the name.

View comment · Posted Nov 09, 2022 · Matt

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Matt created a post,

Post Feedback - Ticketing system (Support)

I haven't seen it.

Posted Nov 09, 2022 · Matt

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Matt created a post,

Post Q&A - Tickets and email

Does anyone do QC on the UI before rolling out new features?

The macro box is occluded by the chat icon.

Posted Nov 09, 2022 · Matt

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Matt created a post,

Post Feedback - Ticketing system (Support)

So in the previous version of the ticket system, you'd just click on the customer name or whatever got pulled in from the e-mail system name field and change it.

 

Now it's a 3 step click click click process to get to the area where the name can be changed.

Why are we taking away things that weren't broken before?

Posted Nov 08, 2022 · Matt

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Matt commented,

Community comment Q&A - Tickets and email

Annelies Van der Sanden - So you're saying if you open up the reply back, type something in and then change the type internal/public reply it doesn't wipe out what you typed?

View comment · Posted Nov 08, 2022 · Matt

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Matt created a post,

Post Q&A - Tickets and email

It was pointed out to me by one of my agents that the action of the "Internal Note" vs "Public Reply" wipes out anything already typed in the box.

So, if you started to type something in the reply box and it was set to "Public Reply" and then you switch it to "Internal Note" you lose everything you typed.  There's no reason for this.   I should be able to change the type of reply/note without it wiping out the message that has been written.

Posted Nov 08, 2022 · Matt

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Matt commented,

CommentSetting up Agent Workspace

Lisa Kelly So let's back up a moment.  If a customer is having one conversation with us via e-mail and then starts a different conversation on a different topic via SMS -- they are going to be in the same ticket?  That's absolutely terrible.

View comment · Posted Nov 07, 2022 · Matt

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