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Kyle Pinkley's Avatar

Kyle Pinkley

Joined Oct 16, 2021

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Last activity Dec 20, 2024

Zendesk Luminary

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ACTIVITY OVERVIEW

Latest activity by Kyle Pinkley

Kyle Pinkley created a post,

Post Feedback - Help Center (Guide)

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)

 

As a Zendesk Administrator, I would like to be able to disable/hide individual profiles for agents, users, and admins. 

 

What problem do you see this solving? (1-2 sentences) 

 

Sometimes, a customer or agent wants to hide their profile. 

 

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)

 

This request came up today. We can't disable/hide profiles individually; it's all or nothing. This is the first time this has happened.

 

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)


There should be an option for admins to enable or disable this per brand. 

Posted Dec 20, 2024 · Kyle Pinkley

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Kyle Pinkley commented,

CommentAccount settings of the ticketing system

One of my agents experienced the same thing that Richard Harris did: the Chrome Auto Dark Mode for Web Contents feature stopped rendering correctly on Wednesday, November 13th, for our Zendesk instance. I confirmed this as well.

 

In the meantime, using a 3rdparty extension like Dark Reader works. Looking forward to the native support though from Zendesk.

View comment · Posted Nov 27, 2024 · Kyle Pinkley

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Kyle Pinkley commented,

Community comment Feedback - Ticketing system (Support)

We would like to see this implemented as well.

View comment · Posted Nov 05, 2024 · Kyle Pinkley

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Kyle Pinkley created a post,

Post Feedback - Admin Center

As a Zendesk Administrator, I would like to see a new trigger meet(s) condition added that checks whether a tag that I can specify is added or removed. 

Posted Sep 12, 2024 · Kyle Pinkley

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Kyle Pinkley commented,

Community comment Feedback - Ticketing system (Support)

We disabled the KC app sometime back to use Knowledge in the context panel exclusively. We realized after that we lost the ability for rapid resolve. We enabled the KC app again, but got an email today that the KC app will stop working August 29th. We would love to have rapid resolve in the Knowledge context panel.

View comment · Posted Mar 01, 2024 · Kyle Pinkley

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Kyle Pinkley created a post,

PostZendesk Support EAP - Redaction suggestions

We did signup for the EAP and noticed that it was enabled on our instance this morning. Some feedback:

1) It was marking a lot of words as suggestions to have redacted. Such as first names (ex. Jeff, Cameron) first and last names, first names mispelled, agents first and last name, E-Mail address for our ZD instance, parts of a DNS zone (86 in 86400 for TTL and NS).

2) If you used the redact button an agent indicated it was all or nothing. I didn't confirm this but an agent said they were seeing this.

I ended up having to disable it as agents were overwhelmed with the suggestions it was giving.

Also after we disabled it, some agents reported not being able to paste in notes or the search bar text in a ticket that they copied.

Thanks!

Posted Feb 29, 2024 · Kyle Pinkley

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Kyle Pinkley created a post,

Post Feedback - Help Center (Guide)

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)

Since we utilize SSO, I would like customer's to have the ability to set their own avatar with Zendesk Gather. This feature is currently affecting my agents because they aren't able to set this on their own.

What problem do you see this solving? (1-2 sentences) 

As our Community Manager put it "this just makes our entire page gray, with gray faceless circles next to each username."

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)

Prior to moving to Gather we utilized XenForo which had this option. Customer's like being able to set their own avatar and not having that is seen as a negative since moving to Gather.

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)

The ideal solution would be to allow the option for customer's to upload their avatar even if the Zendesk instance is using SSO. We can try to tie in setting the avatar in SSO, but the experience would be much better if Zendesk could handle this natively. 

Edited Feb 23, 2024 · Kyle Pinkley

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Kyle Pinkley created a post,

Post Feedback - Help Center (Guide)

I would like to see an option for customers to click a CSAT link/button on the next to tickets that haven't received CSAT feedback on the My Requests page. This opens the possibility to customers leaving more feedback as they will be able to see which tickets they didn't leave feedback on.

Internal ticket: 12190944

Edited Dec 20, 2023 · Kyle Pinkley

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Kyle Pinkley commented,

CommentRelease notes

Someone had posted a comment in the app in question that it was a ripoff of another app, "Tag Instructor". Likely why the app got taken down.

View comment · Posted Dec 05, 2023 · Kyle Pinkley

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Kyle Pinkley commented,

Community comment Feedback - Community Forums (Gather)

We had this functionality in XenForo before migrating to Gather and would love to see this functionality added. 

View comment · Posted Nov 30, 2023 · Kyle Pinkley

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