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Laura Hild

Joined Oct 16, 2021

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Last activity Oct 25, 2024

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ACTIVITY OVERVIEW

Latest activity by Laura Hild

Laura Hild commented,

Community comment Feedback - Ticketing system (Support)

I'd like to see it restricted based on organization. For example, we want to share tickets of only one organization and I don't want my agents to be able to share any organizations tickets with the other instance. 

View comment · Posted Aug 26, 2024 · Laura Hild

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Laura Hild commented,

Community comment Feedback - Help Center (Guide)

We really need a way to prevent a particular end user domain from logging in via email and password, but still allow all other end users to do that. The only way we found was to edit the login page code.  Our agents use a different SSO privder than or end user. 

View comment · Posted Apr 12, 2024 · Laura Hild

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Laura Hild commented,

CommentGlobal security and user access

Is there a simple way to specify that end users from a particular domain use SSO only, and other domains use standard login? I have seen other software products offer a configuration option to do this.

View comment · Posted Mar 27, 2024 · Laura Hild

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Laura Hild created a post,

Post Q&A - Reporting and analytics

I am interested in knowing the time between comments and time since last public comment. 

I see that I can report on the count of comments, but I want to know how long it has been between comments, especially for tickets that have been going on for a while. 

For example, Agent A sends a public reply saying they need to do more investigation and changes the ticket status to On Hold. They don't reply for over 1 week. There are few responses back and forth. I would like to see the time between those responses. 

How can I do this?

Posted Mar 13, 2024 · Laura Hild

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Laura Hild commented,

Community comment Feedback - Ticketing system (Support)

Our customers follow the same convention mentioned above: “To” = requiring attention and action and “CC” = for information only. 

There are multiple users at the same company that want to be in the "To" field. they get too much email and ignore any communication where they are in the "CC" field. 

We have no workaround for this currently. 

View comment · Posted Feb 15, 2024 · Laura Hild

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Laura Hild commented,

CommentGeneral questions and issues about tickets

When we deleted a support agent, the tickets were assigned to an individual, not a group. How did that happen?

View comment · Posted Jan 23, 2024 · Laura Hild

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Laura Hild commented,

Community comment Discussion - Tips and best practices from the community

how do I prevent external customers from seeing this internal only brand? 

View comment · Posted Oct 13, 2023 · Laura Hild

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Laura Hild commented,

Community comment Q&A - Tickets and email

Thank you James! This is exactly what I was looking for!

View comment · Posted May 09, 2023 · Laura Hild

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Laura Hild created a post,

Post Q&A - Tickets and email

We answer questions from other companies' support teams. If they have a Zendesk instance, is there an easy way for them to escalate their Zendesk ticket to our Zendesk instance? 

We would like them to avoid having to copy and paste information form their instance into our ticket form.

Posted May 08, 2023 · Laura Hild

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Laura Hild commented,

Community comment Feedback - Admin Center

I agree, that is the first thing I noticed was missing from the new team members page. 

View comment · Posted Apr 25, 2022 · Laura Hild

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