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Shayan Moussawi
Joined Apr 05, 2022
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Last activity May 07, 2024
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Latest activity by Shayan Moussawi
Shayan Moussawi commented,
1) Yea I think the search API could help us build an out of Zendesk workaround.
2) I have read about Object Triggers, though I still struggle to find actual use cases for them. As far as I understand they only allow changing values of the custom object itself, and are triggered by a value change from the custom object. Meaning at best, it saves the agent a click or two, as he doesn’t have to change 2 values instead of 1. I do so the potential for them if they had more advanced action statements though: Things like creating a Ticket when a custom object value changes would be valueable for us for example.
3) About my use case for filtering/sorting:
Basically the licenses we sell are connected to work that our Agents have to do. Each license belongs to a country. Some agents are specialized in specific countries. And there is a hand off after the user buys a license:
Flow is as follows:
1) User asks for contract / to buy licenses for a country within a Ticket
2) Agent assists the user and help them make their contract. For example user might want to buy a license for 3 countries.
3) Then Agent would create 3 license objects with those countries and associate them with the customer.
4) These license objects have an active „to-do“ they have to be setup by a specialized agent from our Team
5) So as these are work items, right now the first Agent would in addition to creating 3 license objects also have to create 3 Tickets, one for each license and assign them to the right team.
6) Instead I would like the respective specialized agents to filter the license objects by status - so they are able to create their own Tickets themselves once they start working on the licenses.
For the reporting capabilities- I believe our use case would be pretty standard:
Just being able to see counts/averages of custom objects, similar to Tickets, and to use them in reports.
Also being able to drill down into reports and jump from custom object records straight into Zendesk by clicking on an associated user/ticket/org/object.
View comment · Edited May 07, 2024 · Shayan Moussawi
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Shayan Moussawi commented,
Ashwin Raju Hey Ashwin,
Glad to see how far Custom Objects have come this year. I already suspected the potential when you first launched them in Beta.
I do have a few questions for out advanced use case though:
Is it in any way possible to see a full list of custom object records and filter by status or other attributes?
Use case:
We are thinking of having “Licenses” as custom objects.
So once a “License” is created it would be in the status of “open to provide”.
Now there is no way for an agent to filter all license records that are “open to provide” so he can start working on them: i.e. creating Tickets from them to assign etc.
Having explore capabilities for custom objects would also fix this I believe - as we would then be able to get a list of all custom object records with specific filters applied and the agents could work from there.
Explore as far as I understand only provides an option to report on lookup relationship fields on Tickets which reference custom objects - but for my use case the Tickets would not have been created yet.
View comment · Posted May 05, 2024 · Shayan Moussawi
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Shayan Moussawi commented,
This feature actually used to be available. In a somewhat limited way.
I am quite shocked that Zendesk decided to remove it without any further warning.
We really need a way for end-users to enter their EMail and Name at least.
We use WeChat so a phone number isn’t even available and hence we have no way in connecting the user from the chat to our existing clients.
View comment · Posted May 04, 2024 · Shayan Moussawi
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Shayan Moussawi commented,
The fact I am not able to setup a Dashboard with an accurate view of all Tickets by status as a live metric is really disappointing.
This looks like a workaround more than anything else and confuses Dashboard owners.
Also apparently in the new Dashboard Builder drill in has been disabled.
View comment · Posted Apr 17, 2024 · Shayan Moussawi
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Shayan Moussawi commented,
Is there a way to create or update content blocks via API?
View comment · Posted Sep 15, 2023 · Shayan Moussawi
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Shayan Moussawi commented,
Peter Barnes The idea was that they wanted to make it feel more like a "Chat" or "Messaging" experience - since the Chat functionality has been merged into the new Agent Workspace.
That means in the same Ticket, there can now be Messaging (via WhatsApp, Web Widget and so on) as well as Email conversations - so they had to find a way to merge it.
Unfortunately the new experience is not suited for customers who mostly handle Email Support.A
Additionally bugs like the Interface opening at the top of the last message not working have not been fixed either.
View comment · Posted Jun 20, 2023 · Shayan Moussawi
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Shayan Moussawi commented,
If I understand correctly every single one of these advanced AI features is limited to retail customers / B2C only…
Adding on top of that, that the standard model pricing was changed (despite of collective feedback not to) to MAUs. And additionally that these AI features will incur add-on charges (even though I was under the impression that the Zendesk Suite was supposed to be a complete package, especially the Enterprise Suite). I just fail to see a good value - cost proposition.
It would be good to know whether Zendesk plans on expanding any of these features to B2B and other industries as well any time soon.
View comment · Posted May 10, 2023 · Shayan Moussawi
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Shayan Moussawi commented,
I second this 100%.
Zendesk is pushing changes to production without adequately informing their users about it or testing them beforehand.
There is a reason why EAPs and Betas exist so I don't see why they handle it this way.
Other recent changes that had direct impact on the agent experience / caused bugs were:
1. In the customer context panel, when opening the Organization,a page reload is now forced
2. In the customer context panel, the timezone is now included and spans two rows
The worst part about this is, that some admins might not even notice the bugs/changes in time causing deficiencies.
Zendesks USP is their easy useability and intuitive design - so I really struggle to understand why they do not keep a focus on exactly that.
View comment · Posted Apr 28, 2023 · Shayan Moussawi
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Shayan Moussawi commented,
As of today (24th of April 2023) the Timezone of a customer is part of their important details panel in the User profile.
This is not necessarily an issue, however this leads to the problem that the time zone is also displayed in Agent workspace - causing a more cluttered Agent experience, especially since the timezone is not a relevant piece of information for us.
The display in agent workspace is also less than ideal, spanning 2 rows:
It would be good if Zendesk would communicate changes which impact the agent experience with us in advance, instead of just pushing them to production.
Additionally I noticed, that opening the Organization of a user, through the context panel also reloads the page...
Why is Zendesk pushing changes to production without informing their users. This leads to a significant decrase in agent experience, and was not communicated at all, meaning that many admins will not even know that their agent experience is significantly impacted by this.
View comment · Edited Apr 25, 2023 · Shayan Moussawi
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Shayan Moussawi created a post,
As of today (24th of April 2023) the Timezone of a customer is part of their important details panel in the User profile.
This is not necessarily an issue, however this leads to the problem that the time zone is also displayed in Agent workspace - causing a more cluttered Agent experience, especially since the timezone is not a relevant piece of information for us.
In agent workspace is also less than ideal, spanning 2 rows:
It would be good if Zendesk would communicate changes which impact the agent experience with us in advance, instead of just pushing them to production.
Edited Apr 24, 2023 · Shayan Moussawi
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