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Riccardo Centomo

Joined Oct 16, 2021

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Last activity Aug 09, 2024

in: https://www.linkedin.com/in/rcentomo ZD partner: http://www.kvalue.net/it Implementation partner and 3rd application integrator (ERP; CRM etc.) with Zendesk

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ACTIVITY OVERVIEW

Latest activity by Riccardo Centomo

Riccardo Centomo commented,

CommentBusiness rules

Hi, 

i have add this test_tag user tag for some end user that open tickets.

I'm trying to build an if condition using liquid markup in a macro, but none of this work:

- {% if user.tags contains 'test_tag' %} → as in this documentation

- {% if requester.tags contains 'test_tag' %} → as in documentation that i have found in the help center..

It only work with this syntax:

{% if ticket.tags contains 'test_tag' %}

Someone can explain to me why?

It's because when i use the macro the user.tags don't pass the strings/arrays to the liquid markup condition of the macro?

View comment · Posted Aug 09, 2024 · Riccardo Centomo

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Riccardo Centomo commented,

Community comment Feedback - Ticketing system (Support)

Questions:

  • Do you use triggers or automations more? Why? 

We use massively triggers and automations. We also use automations to manage the visibility of the ticket in the view and to show only ticket that have updates or are not managed from a certain time.

Our issue is the tickets that are not closed but have had more than 100 automation audits occur during the life of the ticket are excluded from the hourly automations run.

This limit is reached over the 50% of our ticket so this is the most product limitations that impact on our ticket management.

 

Use Cases:

We use massively the automations to hide and make visible the ticket inside the view. This has the advantage to show only ticket that have to be managed from our zendesk agents.

We assign the due date to the ticket an so we can manage the time when the ticket has to be present in a view.

The 100 automation audits occur during the life ticket limit is very restrictive product limitations.

View comment · Posted Aug 23, 2023 · Riccardo Centomo

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Riccardo Centomo commented,

Community comment Feedback - Ticketing system (Support)

Hi,

  • What works well today with the SLA feature?

We are ZD integrator partner, today the SLA in ZD is a nice colour flag in the view and in the ticket. The ZD customer that we help to onboard like this at the first time, like during the demo etc.

  • What limitations do you hit while using it?

When the customer explore better the usability of the SLA we face off all the point that CJ Johnson has describe above: https://support.zendesk.com/hc/en-us/community/posts/4410323216922/comments/4935400391322 

Other limitations:

- the messaging channel has great SLA limitations describe here: https://support.zendesk.com/hc/en-us/articles/4408822351642-Limitations-in-messaging-functionality#topic_pws_pfb_rqb:~:text=Mobile%20limitations-,General%20functionality%20limitations,-The%20following%20limitations   and also here: https://support.zendesk.com/hc/en-us/community/posts/4409222716954-Social-Messaging-First-Reply-Time-SLA-missing 

A lot of customer (Europe) ask to us to enable the Whatsapp channel to meet the end user expectations, but the think it's like the live chat and every time we have to explain there is SLA and reporting limitations..

- Our customer have more than one support level, so they ask to us the OLA, but ZD have only SLA metrics and it's not possible to manage well OLA's and the work around to create child ticket to manage OLA's is not practicable because customer don't wanto to manage duble ticket for the same end user (requester)..

We also use ZD for our help desk and we are in the same conditions. We have different step of the process to manage the ticket and it is assigned from the first support level to the second at certain point, but the SLA are not able to replicate our SLA defined in the contract the customer has signed. The SLA of ZD aren't able to manage specific metric to manage OLA between the ticket assignment from the first to the second level and back..

  • What do you wish it would do differently for you? Why?

It's not easy to understand every time what SLA metric is concern in the ticket by the SLA Event Tracker app. Our customer doesn't use it, too much hard to understand..

SLA and OLA have to help to understand agent to manage ticket priority. Help them with real time alert via AW, ZD app, social channels (Slack, Teams etc.)

Customer have to feel confident the SLA tools help their agento to work on time to the ticket, and if they don't they are promptly advise on this. Our customer what get better CSAT from the requesters so the can approve the customer service budget for the next year..

  • What is the impact on your business?

Our ZD customer are not always confident to utilize well the actual SLA, so it have an impact also to the Explore reports and the negative loop came back to how manage better the ticket..?

OLA is required to fully manage the ticket inside the support organizations with more than one level. It has to be custom metric configurable to adjust the OLA with the customer agreement signed

SLA should not be teach to understand what you are viewing in the view or in the ticket.. The agent must understand itself..

View comment · Posted Dec 02, 2022 · Riccardo Centomo

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Riccardo Centomo commented,

Community comment Feedback - Ticketing system (Support)

Hi Mei-E Loh

it's possible to know if the SLA limitations First Reply Time, Next Reply Time, and Periodic Updates will be supported also for messaging channels?

I refer to the article with this SLA limitations: https://support.zendesk.com/hc/en-us/articles/4408822351642-Limitations-in-messaging-functionality#topic_pws_pfb_rqb:~:text=Mobile%20limitations-,General%20functionality%20limitations,-The%20following%20limitations 

View comment · Posted Dec 02, 2022 · Riccardo Centomo

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Riccardo Centomo commented,

Community comment Q&A - Chat, messaging, and widgets

Hi @Arianne Batiles

Thanks for the reply. I speak about live chat via web widget classic, not the chat via web widget.

We have created multiple Brand i out ZD account but though the web widget classic are linked to the relative ZD Brand, the ticket created from the live chat is created with the default ZD Brand and not with the associated Brand of the web widget classic.

We had to manage a trigger to change all the ticket Brand created from live chat to associate them to the right Brand..

View comment · Posted May 31, 2022 · Riccardo Centomo

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Riccardo Centomo commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi @Dane Adriano unfortunately i have tried to test with assign the tag from the chet trigger and then catch the tag from the Support trigger but the ticket created from the live chat doesn't have the tag created from the chat. It seems the tag created in the chat still exist only in the Chat and not in the Support.

So the Support trigger finally doesn't apply the right Brand

View comment · Posted May 17, 2022 · Riccardo Centomo

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Riccardo Centomo commented,

Community comment Q&A - Chat, messaging, and widgets

Hi, how about the brand assignment inside the ticket created from the live chat?

Every ticket created from the live chat are assigned with the default Brand.. how can i assign the right Support Brand for every different live chat that we offer for every brands we manage?

View comment · Posted May 17, 2022 · Riccardo Centomo

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Riccardo Centomo commented,

Community comment Q&A - Reporting and analytics

Hi CJ Johnson, thanks for the reply.

I know there is the opportunity to exclude some dashboard filters but my purpose is to not exclude them and understand how the query filters and the dashboard filters interact in some manner..

As you can see the same filter in the dashboard have different result with different filter in the same query, also if the logic in the filter of the query should be practically the same..

View comment · Posted Apr 04, 2022 · Riccardo Centomo

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Riccardo Centomo created a post,

Post Q&A - Reporting and analytics

Hi all,

Unfortunately i have experienced the filter in the query doesn't limit the data can be view from the same query in the dashboard.. For example the follow query is filtered with ticket created data from the last month:

and in the kpi dashboard is the same until the date filter is identical (ticket created data from the last month):

But if i expand the range date in the dashboard the kpi data is update with the new date selection, even if the date in the query filter is still filtered with ticket created data from the last month:

Why do i have managed filter at the query level if in the dashboard they can be override?

Another example: at the query level i could apply this filters:

in the dashboard i can filter the group and it gives to me a nonsense result like this:

because none of this ticket have the "Second level" group as assignee.

But if, at the query level, i apply this kind of filters (excluded) in other hand:

in the dashboard i can filter the group, again, and it gives to me this result:

that are, in this case, the ticket that are assignee to the "Second level" group and i don't want to show in the result of the query and don't want to show in the result of the dashboard..

Please could you help me to understand the filters interaction between the query level and the dashboard level?

Posted Apr 04, 2022 · Riccardo Centomo

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Riccardo Centomo commented,

CommentHow to build dashboards

Unfortunately i have experienced the filter in the query doesn't limit the data can be view from the same query in the dashboard.. For example the follow query is filtered with ticket created data from the last month:

and in the kpi dashboard is the same until the date filter is identical (ticket created data from the last month):

But if i expand the range date in the dashboard the kpi data is update with the new date selection, even if the date in the query filter is still filtered with ticket created data from the last month:

Why do i have managed filter at the query level if in the dashboard they can be override?

View comment · Posted Apr 04, 2022 · Riccardo Centomo

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