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Kai B
Joined Feb 22, 2022
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Last activity Aug 09, 2023
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Latest activity by Kai B
Kai B commented,
Adding my vote to this - while I appreciate that omnichannel routing is taking precedent, for those of us who are not able to move across straight away and need a way to manage our agents, being able to report on this is vital and shouldn't be something we have to pay for an app for
The way I see it there's 2 options:
1) Preferred - Make skips available natively in Explore so that I can report on all agent productivity
2) Make skips an event action, so that I can build a trigger and add a tag or other automation whenever a ticket is skipped and therefore build out my own reporting
View comment · Posted Apr 17, 2023 · Kai B
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Kai B commented,
Hello - I think my issue is slightly different here but I would also like some more control over Follow-up tickets
- I'm more than happy to have customers be able to raise follow on tickets from a CX point of view, and we have a trigger in place so that if a customer responds to a closed ticket this goes into our central customer team
- I would like to be able to disable the "create a follow up" button on closed tickets in support - we find that agents continually use this which initiates our trigger and routes the ticket to the wrong place and it also skews our data as the follow on ticket copies over the fields from the existing ticket.
There needs to be more granularity and options in the permissions here I think to allow for organisations to manage responses to closed tickets in the way that they see as necessary to their business.
View comment · Edited Mar 27, 2023 · Kai B
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Kai B commented,
Coming back to this one as it's currently causing me a real headache. Each of my business units has a set number of licences allocated in the budget, however to manage this we are currently having to run spreadsheets which captures joiners and leavers, but it is incredibly difficult to monitor movement from light to full licences and which role permissions they have (required for information security) - we are looking to integrate the users API into our data warehouse but I really feel like it shouldn't be this difficult and time consuming to manage my licence budget in the meantime
View comment · Posted Jan 12, 2023 · Kai B
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Kai B commented,
+1 to this. We have several ongoing large scale projects to integrate systems into our sandbox. During this time, we are also making BAU changes to our live environment - as we don't put everything into the sandbox as there is no push to live, meaning we'd have to build out everything twice.
I want to refresh my sandbox without impacting the build on the integrations so they have a live like environment to work and test on (avoiding potential risks to cutover), but this is not possible because the only way I can refresh is to delete my current environment and create a new one
Ideally this could be solved by having an auto replicated pre-prod environment which is used for final testing and the ability to promote changes from sandbox to pre-prod to live. Appreciate that's a big ask, so for now I would settle with the ability to refresh the sandbox to capture new configuration
View comment · Posted Jan 09, 2023 · Kai B
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Kai B commented,
Adding my voice to the request for this. Being able to categorise and see all the relevant views for our workflows would be absolutely invaluable for us. At the moment we are having to look for complex workarounds and custom fields to group within a view so that tickets can be worked, which decreases efficiency in both the operations and development teams. Paying for an app is not an option on top of the subscription we already have with Zendesk, and paid for apps can't be the solution for everything because it reduces the benefit of having Zendesk as a solution across our workspace.
View comment · Posted Oct 03, 2022 · Kai B
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Kai B commented,
+1 to this feature and to Sy's comment re: functionality
View comment · Posted Sep 28, 2022 · Kai B
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Kai B commented,
+1 to this, it would be a great addition to performance reporting for us to identify potential issues
View comment · Posted Jul 25, 2022 · Kai B
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Kai B commented,
+1 to this feature
View comment · Posted May 19, 2022 · Kai B
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Kai B commented,
+1 to Luis' comment above - I want a single list of transfers from all groups into a particular group in my instance so I can work out where the majority of work is coming from, however, to do so would require creating about 200 custom metrics, it would be great if there was an easy way to do this
View comment · Posted Apr 13, 2022 · Kai B
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Kai B commented,
Hi,
I'm trying to create a query that looks at tickets created, solved, reopened and # of public replies (sent by agents) for a team that deals with incoming emails
The first 3 are fine and working as expected, but I can't seem to get public replies to play ball - if I include the standard metric it includes all public replies including end-users, however, if I then filter by updater role - agent then it impacts the "created" metric as obviously the updater for that is not an agent
Is there something custom I can build so that I can see all 4 of these metrics within 1 query?
View comment · Posted Apr 07, 2022 · Kai B
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