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Jordan Moore

Joined Mar 23, 2022

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Last activity Jan 22, 2024

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ACTIVITY OVERVIEW

Latest activity by Jordan Moore

Jordan Moore commented,

Community comment Feedback - Ticketing system (Support)

Zendesk....in 2024, can we FINALLY get views expanded to a much larger number. 30 ain't cutting it. And 100+ people have begged for this since 2021. Call LovelyViews and ask them how they did it.

View comment · Posted Jan 22, 2024 · Jordan Moore

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Jordan Moore commented,

Community comment Feedback - Ticketing system (Support)

WHYYYYYYYYYYYYYYYYYYYYYY Can Zendesk not address customer requests. People have been asking for you to have an option to disable Follow-Ups since 2017 on here (SIX YEARS). It has caused a major mess in our database. We're seriously about to pull our contract from you all for lack of responsiveness. You dev team does absolutely nothing.

View comment · Posted Jul 13, 2023 · Jordan Moore

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Jordan Moore commented,

Community comment Feedback - Ticketing system (Support)

We're perfectly fine with our views. We're not struggling at all to manage the views. Our struggle is with the cap on the number. We'll likely be adding another 50 views this year to begin building out the continual improvement process under ITIL to monitor metrics. 

I am the admin. I hear the same rhetoric when I get invited to the Zendesk customer forums. What we have built out in our instance is miles beyond what others are implementing. We do not need a health check. No consultant yet has been able to come close to the optimization I run in-house. And Zendesk has been looking at our site as a business case for future enhancements. My job for 15 years is a solution architect that goes in an cleans up the absolute mess organization make our of their service management models. I rewrote the SOPs for service management for Dell and United Healthcare.

There is no issue with agents juggling 100+ views because visibility of the views are restricted by assignee group. So agents only see their applicable views. They are also structured in the admin console with appropriate naming convention and tags so they are easily manageable by an admin. We have more than a dozen assignee groups that all have two sets of nested views.

The first is a standardized set that each assignee group gets. It shows views for unassigned/uncategorized, open, pending, on hold, closed, and reopened.

The second set of views is assignee group/department specific. One department has 17 unique business workflows, that require dynamic forms for ticket creation.

Other departments have task-driven queues, so that our hardware team during a new customer onboarding, kicks off site setups. The first view are inbound orders from our Salesforce API that need validated. Once validated, they move to view 2 (communications and tracking), then view 3 (scheduling installations), where the ticket moves data from our Zendesk instance to our scheduling system that sends field techs schedules to their phone, then view 4 is completed installations requiring validation of site signoff and billing.

Before building anything, I standardized all our processes so Zendesk could be scaled 10x what we have now and still be manageable by 1 singular admin.

We're running over a 100+ triggers that have been organized same as computer code, with class secregation and containers. We have a library of flags and objects, that are part of our triggers standard operating procedure that is used to build new triggers.

I'm a certified ServiceNow administration and architect, ITIL v3&4 certified, and worked for the #1 IT service management company in the world. We're good here. We just need the cap on views lifted. LovelyViews has no problem staging the functionality. There's unfortunately a changing of guard needed at Zendesk to appropriately align their product dev to cater to enterprise level customers.

View comment · Edited Jul 10, 2023 · Jordan Moore

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Jordan Moore commented,

Community comment Feedback - Ticketing system (Support)

Salvador Vazquez 30 is nowhere near enough. Just one of our assignee groups, has 17 workqueue for different business processes. We have more than 10 assignee groups, each with their own set of queues they need access to view. Why is there such a hessantancy for ZD to broaden this enhancement. There are 3 other vendors in the marketplace that have no trouble what so ever in providing an application that allows for much more than a 100+ views, NESTED. If the majority of the people in this forum are complaining about the nesting and volume of views, odd are, expanding from 12 to 30, is still going to result in customers having to use 3rd party apps. Come on guys, step it up.

View comment · Posted Jun 09, 2023 · Jordan Moore

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Jordan Moore commented,

Community comment Feedback - Ticketing system (Support)

FYI, Zendesk...138 people voted on this. What was the point of asking people to vote on this if there was no intent on implementation? Turn on categories and nesting.

View comment · Posted Jun 08, 2023 · Jordan Moore

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Jordan Moore commented,

Community comment Feedback - Ticketing system (Support)

Mark Pinfold appreciate the suggestion. We're already using Lovely Views...it works, But we we're just fed up with having to constantly buy some third party app to accomplish what honestly should just be native to Zendesk. We're spending about $20k extra for functionalities that supposedly Zendesk claimed were in their enterprise product. Not true at all. We're about to shuck out another $4,000 for trying to get NPS and CSATs implemented...which requires customer lists...a feature that once was free in the enterprise option. But now ZD charges for the feature....and then you have to turn around and buy a subscription to a survey product on top of that. 

View comment · Posted Jun 08, 2023 · Jordan Moore

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Jordan Moore commented,

Community comment Feedback - Ticketing system (Support)

EJ they are neverrrr going to implement this enhancement. We've been begging for it. So long as Zendesk has become comfortable with subsidizing development to their third party marketplace, they have basically quit implementing any requests. They recently said they're expanding their views to a measly 30. We have 100+ views that need to be nested to manage our assigned group ticket traffic. We're beginning to shop for another ticketing system.

View comment · Posted Jun 07, 2023 · Jordan Moore

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Jordan Moore commented,

CommentUsers, groups, and organizations

Yet again, another think that Zendesk painful got wrong. People have asked for this for years. Create the bulk delete already. What's the hold up?

View comment · Posted May 10, 2023 · Jordan Moore

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Jordan Moore commented,

Community comment Feedback - Ticketing system (Support)

Yosef CohenCohen

Thank you for the option. But we really do not want a top menu drop-down. We need a full screen views dashboard similar to LovelyViews, with left-hand navigation. We have over 100+ views now.

View comment · Posted Apr 17, 2023 · Jordan Moore

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Jordan Moore commented,

Community comment Feedback - Ticketing system (Support)

We have only been live for 6 months, and we already have 83 views (all needed to manage work queues). The limit needs to be majorly increased. If you even have a handful of assignee groups, you will easily go over 30 views. 

View comment · Posted Mar 31, 2023 · Jordan Moore

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