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![Bobby Koch's Avatar](https://support.zendesk.com/system/photos/7379034727066/avatar-1717617809.jpg)
Bobby Koch
Joined Nov 03, 2021
·
Last activity Feb 13, 2025
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Latest activity by Bobby Koch
Bobby Koch commented,
adding my two cents - not speaking for Chris.
We would like to see something like you both said, where we can either solve a ticke/mark as abanonded, or if the user leaves the session before an agent responds, deprioritize it or add it back to the queue should they go active again
View comment · Posted Feb 10, 2025 · Bobby Koch
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Bobby Koch commented,
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Bobby Koch commented,
Liia just disable it and create a trigger. Should work, I do it that way in my sandbox account.
View comment · Posted Feb 03, 2025 · Bobby Koch
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Bobby Koch created a post,
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
Nested fields (i.e., Pizza Toppings - Cheese::Mozzerella, Cheese::Cheddar) are a great way to route tickets in GUIDE. In messaging, the nested front-end does not work, and instead you see the values you enter in admin. This is a horrrible customer experience.
What problem do you see this solving? (1-2 sentences)
Feature parity. This is not a “problem” this is a must have and frankly unacceptable today.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
Today. There are two options:
- Create a second field for nested questions (defeats the whole purpose)
- Create separate fields for your messaging experience and your web portal experience. This causes disjointed data, and is also a bad option.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
Yes, I have to create separate fields and not use the ultra convenient nested fields.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
Just make it work. This is not a suggestion, it's basic functionality that works in one plac eand not in another.
Posted Jan 30, 2025 · Bobby Koch
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Bobby Koch created a post,
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
With complex workflows, we have adopted many custom statuses now. However, the limitation can be confusing when you have many custom statuses in the same category. It's confusing for support agents and engineers to quickly use the status they should.
What problem do you see this solving? (1-2 sentences)
Faster time to resolution, similar answer to above.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
Every day. There are certain workflows that are status dependent, and if someone clicks the wrong one, it can cause a ticket to be orphaned or solved slower.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
No
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
Just give a color selector/hex code field for us to set whatever color we want. If Zendesk is stuck on the colors for categories being consistent, at least give us different hueues/shades of the colors to pick from, within each status category.
Posted Jan 30, 2025 · Bobby Koch
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Bobby Koch commented,
what is the ETA for being able to customize this page with our design requirements?
View comment · Posted Jan 27, 2025 · Bobby Koch
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Bobby Koch commented,
when can we see this in explore? we'd like to store summaries (the last one generated) we see immense value here
View comment · Posted Nov 26, 2024 · Bobby Koch
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Bobby Koch created a post,
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
Copying text from zendesk ticket should be formatted, not unformatted
What problem do you see this solving? (1-2 sentences)
clarity for the team on the receiving end of the ticket
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
every day, it slows down our engineers working on tickets created from customer problems
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
no
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
Just use the formatted text placeholers instead of the unformatted
Posted Oct 16, 2024 · Bobby Koch
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Bobby Koch commented,
Talk does not have any way to do data lookups into the zendesk database, which is silly, and I have no idea what that roadmap looks like at all. It seems like it is better fit for ecommerce than it is enterprise support.. need to be able to use attributes about the person to present better option in the IVR Barry Neary → do you know, is there anything coming like this from Talk? Data look ups, data dips, any advancement of the IVR?
View comment · Posted Oct 01, 2024 · Bobby Koch
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Bobby Koch commented,
Does this give us a centralized place to view all content? Does it help us simply move the ticket from one brand to the other?
View comment · Posted Sep 30, 2024 · Bobby Koch
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