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Martin Sasse
Joined Jun 21, 2022
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Last activity Jan 28, 2025
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Latest activity by Martin Sasse
Martin Sasse created a post,
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)
We'd like to have an overview about how often skills are expiring (in regard to Omnichannel Routing timeout feature) by ticket in Explore. As a supervisor I want this overview to monitor my agent capacity and whether the skill sets are distributed well globally.
What problem do you see this solving? (1-2 sentences)
Currently, we use the skill timeout for the language skill type and use it to create an overflow in our support hotline via Talk. Seeing the amount of skill timeouts for as well the specific hours of the day we can evaluate in which locations we may need more agent capacity with the right language skills.
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 only happened to us recently since we changed our hotline as described above. This isn't impacting our business, but evaluating this is still important to have enough agent capacity to get the best availability for our customers as possible.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
Unfortunately there isn't a workaround possible since there are no events whatsoever indicating a skill is expired to set a tag for example we could use to build a custom metric for our objective. Setting manually a tag isn't a good workaround and with the amount of calls we get per day merely not possible at all.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
Having a pre-built metric in Explore would help us greatly to get our goal achieved. It should contain the amount of skill expires per ticket with all the other metrics and data being available in the ticket dataset. Alternatively a new event being fired for a skill timeout can also help to build a custom metric for it.
Edited Jan 28, 2025 · Martin Sasse
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Martin Sasse created a post,
Feature Request Summary:
Contributor roles should be able to request tickets via email with a public reply instead of an private comment (as the limitation of their role).
Description/Use Cases:
When contributor roles inquiring a ticket as requester themselves their comments becomes private. As being in the company they need read-access to tickets (Partner Management e.g.) but they're as well requesting internal tickets, they should become public as a normal end user, so the "normal" support staff can work with it with correct SLAs and automations applied.
Business impact of limitation or missing feature:
As we work with the huge automation potential Zendesk, and its Add-ons has to offer, we're missing out internal requests which are as important as end users requests completely from our radar in terms of the SLA and the reporting beneath it.
We need extra effort now only to have the company onboard on Zendesk (which is very important for our processes!) with their internal requests as well make our lives harder than it must be.
Edited Jan 09, 2025 · Martin Sasse
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Martin Sasse created a post,
Feature Request Summary:
Either Zendesk Guide make the following HTTP response headers for their help centers mandatory or offers a customization of the HTTP response headers.
Description/Use Cases:
Zendesk help center(s) are lacking some security HTTP response headers which is hurting our company's security rating and reputation.
- Strict-Transport-Security
- Content-Security-Policy
- X-Content-Type-Options
- Referrer-Policy
Business impact of limitation or missing feature:
That's a critical one for us, these leads to downgrading of our group by several sites and generally trust issues with potential customers.
Other necessary information or resources:
For example the rating of Zendesk's own help center (which applies to all Zendesk customer help centers):
https://securityheaders.com/?q=https%3A%2F%2Fsupport.zendesk.com%2Fhc%2Fde&followRedirects=on
Edited Jun 21, 2022 · Martin Sasse
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