Gareth Elsby

1. Community
2. Feedback - Ticketing System (Support)
3. Text auto save in side conversations

We've discovered a similar issue when launching side conversations this week. If an agent is composing a side convo and clicks the 'view events' button in the main window, the whole side-convo draf...

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• Gareth Elsby
• Created March 17, 2022 10:19
• 0 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Implement way to open zendesk URL links inside existing zendesk session

+1 for Zendesk quicktab. Its a must-have for any Zendesk agent to get rid of multiple open tabs.Although +1 on the OP because this feature is sorely needed!

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• Gareth Elsby
• Created March 17, 2022 09:53
• 1 vote

1. Community
2. Feedback - Ticketing System (Support)
3. CSAT survey default to "Bad"

I've seen this behaviour in the wild in a previous role that affected our timesheet approvals process. The solution we came up with was to hide a hyperlink in the email that was designed as 'honeyt...

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• Gareth Elsby
• Edited March 17, 2022 09:50
• 1 vote

1. Zendesk updates
2. Announcements
3. Removal of Google Docs Importer for Guide knowledge base

Tetiana GronI'm also super tardy, but we could really use access to this importer. Could you let us in, please? 

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• Gareth Elsby
• Created February 15, 2022 11:36
• 2 votes

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Problem and Incident tickets - need a way to view the subject and detail of all incident tickets against a problem ticket, or vice versa

We're about to launch problem/incident tickets on our team and it's super disappointing that we can't get the problem subject data against the linked incidents report. We want to share this informa...

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• Gareth Elsby
• Created February 07, 2022 09:41
• 1 vote

1. Community
2. Feedback - Ticketing System (Support)
3. Provide a way to add deep or permanent links to specific comments in a Ticket

Hello all, Our team of 150+ agents at Hopin desperately want this feature as well. Wading through comment history can be very time consuming, especially when an issue is escalated to another group ...

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• Gareth Elsby
• Created February 03, 2022 12:10
• 3 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Support: Restrict Attachments by File Type

We have also highlighted this to Zendesk as a security issue after having it highlighted by our internal bug bounty program. Malicious actors are able to upload attachments via a support ticket. Ou...

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• Gareth Elsby
• Edited December 13, 2021 12:52
• 2 votes

1. Admin Center
2. ...
3. Using Sunshine for admins
4. Adding Sunshine user profiles and events to customer context in a ticket

Hi Tim McLean are sunshine profile attributes as trigger conditions on the roadmap? We'd really like to record our customer health score in zendesk and provide a faster response to customers that a...

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• Gareth Elsby
• Created December 06, 2021 15:13
• 0 votes

1. Explore
2. ...
3. Explore recipes
4. Explore recipe: Reporting on customer satisfaction by agent

Hi all, I found this page looking for the same solution that Vladimir is seeking. Our main problem is when multiple agents work a ticket that has a bad satisfaction rating. Just using ticket assign...

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• Gareth Elsby
• Created November 22, 2021 11:41
• 0 votes