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Richard Forbes (Leaver)

Joined Apr 01, 2022

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Last activity Jan 13, 2023

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ACTIVITY OVERVIEW

Latest activity by Richard Forbes (Leaver)

Richard Forbes (Leaver) commented,

CommentHow to manage the help center

Looking for the way to do this without needing coding knowledge, our users wouldn't be able to use an API. This is surely something that should feature in EXPLORE or users be able to action by clicking on said article, or their own profiles

 

View comment · Posted Dec 19, 2022 · Richard Forbes (Leaver)

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Richard Forbes (Leaver) commented,

Community comment Feedback - Apps and integrations (Platform)

This is helpful and how I am currently working around the limitation, but it creates a fair bit of admin when you introduce new groups, and without the other forms questions to whittle down the requestor's ticket, I just have to force these into general (1st line) triage, when they are probably trying to select second line specific groups for a reason, bumping user back to 1st line general or 1st line for the specialist groups does create a false expectation in SLACK.

View comment · Posted Sep 07, 2022 · Richard Forbes (Leaver)

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Richard Forbes (Leaver) created a post,

Post Feedback - Apps and integrations (Platform)

In SLACK, it is not possible to hide groups from being selected by a user. We use groups to drive workflows and I am having to give them long, clunky names to try and discourage users from simply selecting any group (including default/unused groups and 2nd/3rd line groups are added as the assignee in the first instance. This screws up our TRIAGE workflow. This seems like an obvious fix to be able to limit the displayed groups (in the same way you can limit which forms are displayed to customers in the Zendesk "Submit A Request" form

Posted Sep 06, 2022 · Richard Forbes (Leaver)

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Richard Forbes (Leaver) created a post,

Post Feedback - Apps and integrations (Platform)

In SLACK, it is not possible to hide groups from being selected by a user. We use groups to drive workflows and I am having to give them long, clunky names to try and discourage users from simply selecting any group (including default/unused groups and 2nd/3rd line groups are added as the assignee in the first instance. This screws up our TRIAGE workflow. This seems like an obvious fix to be able to limit the displayed groups (in the same way you can limit which forms are displayed to customers in the Zendesk "Submit A Request" form

Posted Sep 06, 2022 · Richard Forbes (Leaver)

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Richard Forbes (Leaver) created a post,

Post Feedback - Ticketing system (Support)

I also can't find any trigger conditions for this type of ticket. (this is when the add+ ticket is selected in agent dashboard)
I wish to understand how many of these tickets we are created, who is creating them and what the subjects are. This starts with diffrentiating them from other channels which all tag the channel and rule-driven subject. This is not possible with pro-active tickets.

I would expect them to be available in "Channel" is/is not when used in conjunction with "Ticket is" created. I want to tag these as "Pro-Active" ticket, and in some cases (where we get tickets that would actually be best split up and worked on in multiple streams) I want to label them "split ticket"
I was going to ask agents to label this manually.
The first thing I am doing is tagging tickets by channel, so tickets created in this way make it look like I have missed a tag for channel, but I also want to have different SLAs on them and different triggers as (for example) agent notifications can be different, and user notifications could be different

Could we have this feature please?

Posted Sep 06, 2022 · Richard Forbes (Leaver)

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Richard Forbes (Leaver) created a post,

Post Feedback - Ticketing system (Support)

Hi ZenDesk,

There is currently a major limitation in SLACK-created-tickets. When you use a SLACK action to create a ticket the user is encouraged to select a group to assign the ticket to.
As we are structured with 1st and 2nd line groups, (and also groups that are effectively parking garages for tricky internal tickets) user are able to assign to these groups in error which breaks our workflows and means I must keep checking these groups, OR it looks like a second line query that has not been through 1st line. (see image)

We need to be able to EXCLUDE some of these groups from the assignee field in SLACK. As you can see I have had to rename the groups with clunky names to try and reduce this behaviour, but this looks untidy everywhere you see the group name.

I also echo other users calls to be able to customise the fields in SLACK submissions, for example adding PRIORITY, TYPE and other standard fields would be a massive stride forward.

Thanks

Richard

Edited Sep 02, 2022 · Richard Forbes (Leaver)

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