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Jeremy Chapin
Joined Sep 07, 2022
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Last activity May 30, 2023
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Latest activity by Jeremy Chapin
Jeremy Chapin commented,
Zsa Trias thank you for just assuming it's user error and taking zero ownership on troubleshooting the issue I've reported. This is what I've come to expect from Zendesk Support. Believe it or not I actually do tech support for a living, and have been using Zendesk for almost 10 years. I know how to update and save a list without removing a name I just added, and how to update a ticket. No one else updates my tickets. The ticket history shows the Customer Name field being updated as BLANK, which shouldn't be possible, because it's a required field (and one that I added a value to, saved it, and then saved that value in the ticket).
View comment · Posted May 30, 2023 · Jeremy Chapin
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Jeremy Chapin commented,
Is anyone else having an issue with saved data in a custom field disappearing? I have a Customer Name ticket field, to which I add new names to daily, saving them in each ticket, and roughly 25% of the names disappear by the following day, and I have to add them back in - sometimes multiple times - at which point the name "magically" reappears in the ticket. Strange how it could suddenly be there in the ticket if it was missing from the list...
View comment · Posted May 18, 2023 · Jeremy Chapin
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Jeremy Chapin commented,
Hi Christine,
Thanks for getting back to me. The ticket event logs for the most recent occurrence just now shows a new macro being applied to a ticket that I didn't even have selected, and that wasn't in the Unassigned Tickets view I was in.
The ticket I'm looking at had already been assigned, and had a different macro applied - when I bulk applied another macro to 2 Unassigned Tickets, it applied that macro to every ticket I had touched this morning, when I only had 2 tickets selected.
Here you can see it had one macro that I actually applied (User Configuration Issues) and then later it shows me applying Account Creation, when in reality, that macro was actually applied to 2 other tickets, not this one:
A rep contacted me via email and asked me to send a video recording of the issue - I can't do this because I can't share PII, and I shouldn't be the one to have to recreate a Zendesk defect for you guys, after providing your team with repro steps. This issue started happening the day that the new Workspace was deployed back in September. I've been using Zendesk the same way for 10 years, and all of a sudden this started happening the day that the "new" upside-down Workspace was rolled out.
View comment · Posted Nov 04, 2022 · Jeremy Chapin
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Jeremy Chapin created a post,
Since the new Workspace "upgrade", I've noticed an issue where if I bulk Edit multiple Unassigned Tickets and apply a macro, it will intermittently apply that macro to several recent Solved tickets that weren't even selected (or even Open!), and suddenly a handful of tickets that I had previously updated and closed will be reopened in my queue with the new macro applied. Super frustrating because I have to enter all the ticket data or apply the correct macros twice.
I escalated to Zendesk Support and they asked me to make a recording of the issue, but I can't do that because it doesn't happen every time, and these tickets all contain customers PII.
Has anyone else experienced this issue?
Posted Sep 30, 2022 · Jeremy Chapin
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Jeremy Chapin commented,
+1! Thank you Ethan! Ticket subject was always extremely helpful, Requester is not. We get multiple requests from the same people.
In all honesty, whoever designed the new Workspace just flipped the comments upside down and made existing features (ticket tabs, Public/Private reply) behave worse than before. It's like someone wanted to justify their Product Manager title, so they made unwanted changes just for the sake of changing things. Why did you mess with success?
View comment · Posted Sep 07, 2022 · Jeremy Chapin
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