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Tricia Pearson
Joined Jun 09, 2023
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Last activity Feb 06, 2025
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Latest activity by Tricia Pearson
Tricia Pearson commented,
Hi, will we be able to deactivate intents that do not fit? I have some that are still triggering on tickets, however those tickets would be a better fit for a different intent we already have going.
View comment · Posted Feb 06, 2025 · Tricia Pearson
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Tricia Pearson commented,
Thanks James, I have not found an app that I can use in place of this. We have very strict guidelines on the apps we can add in and they have to be SOC 2 compliant making it tricky.
View comment · Posted Oct 22, 2024 · Tricia Pearson
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Tricia Pearson commented,
I have not found anything to try for this yet, but I did submit a feature request if you want to help me promote it! https://support.zendesk.com/hc/en-us/community/posts/8204359230362-Feature-Request-Pinned-Notifications-and-Updates-in-Agent-Home
View comment · Posted Oct 22, 2024 · Tricia Pearson
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Tricia Pearson commented,
I agree with point #1 Jakob said. We were very excited to get this feature and made updates to our system as soon as it was turned on. However the sum of tickets for each sub category living on the main category is causing some pain points for our leadership team monitoring volume of the views within them.
In the screenshot I provided we would like to see the 13.4K not show.
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View comment · Posted Oct 15, 2024 · Tricia Pearson
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Tricia Pearson 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)
I would like to see a feature in the agents home page that shows recent updates, trending issues, important reminders that can be set up by our admins. Similar to what is now in the Admin Center for Zendesk Updates.
What problem do you see this solving? (1-2 sentences)
We move fast in our organization and often have multiple updates a week. With agents that are working different types of tickets and work part time. They struggle with keeping up with the updates when they come back in after a lot weekend or break between shifts. If their home page showed them what is trending on what they would see today in tickets it would improve their time in tickets.
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 has been an ongoing struggle for our team for years. We have strong content and slack communication but it can still be hard to have all the information in one hub.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
We currently use slack for all updates and ask our team to spend the first few minuets of their shifts reviewing all their recent updates. We also send out an email every week with what is trending. While this is working things are still missed espically for agents that are cross trained in multiple types of tickets and workflow.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
I would like to see a place where we can pin important reminders or articles in the agents home page similar to what is in the Admin Center.
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Posted Oct 15, 2024 · Tricia Pearson
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Tricia Pearson commented,
A current limitation of the tool is that it only identifies and suggests merging up to three tickets. This presents a challenge when customers have more than three open tickets during an incident. Due to visibility issues, agents must then determine which tool to use to efficiently view all open tickets.
View comment · Posted Aug 26, 2024 · Tricia Pearson
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Tricia Pearson commented,
- Should editors be allowed to only edit and delete their own dashboards and reports in Explore?
- It would slow down my work if I was only able to edit and delete my own dashbaords and reports. For one I inherited my teams Zendesk instance and we have 5+ years of reports and dashboards I have been working on cleaning up. Second we work as a team and need to be able to update eachothers reports depending on who is pulling the data for the week, if we could not do that we would need to rethink how we do reporting each week. Additionally I have some team members who create reports trying to understand the data and often abandon them resulting in them needing to be cleaned up, repurposed, or deleted down the road.
- Should editors have the authority to decide which reports and dashboards can be edited and viewed when shared? Should it be set by the editor for each dashboard and report separately?
- It would be helpful fo each editor to decide who can view and edit their dashboards and reports separately as long as there was a super admin role that can monitor, edit, and delete reports created by others. I have come across instances where I needed to delete, edit, or recreate reports made by members who left our company years ago.
View comment · Posted Aug 05, 2024 · Tricia Pearson
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Tricia Pearson commented,
Hi, We have been using this tool and our agents find it hard to remember to use it. We rely heavy on AHT so our agents work pretty fast and dont always see the feature to highlight the posibility to merge.
When they do see it they find it helpful and easy to use. It would be nice to have an alert pop up when they get on the ticket in play mode that directs them to the knowledge that the user has multiple open tickets.
View comment · Posted May 28, 2024 · Tricia Pearson
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Tricia Pearson created a post,
TITLE: Scheduling macro updates
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)
Hello, our workflows frequently undergo updates, necessitating revisions to our information knowledge bases (IKBs) and macros. These updates often need to be executed overnight or outside regular business hours to align with the operating hours of our vendors. Presently, this is impacting our content team, requiring them to log in during late hours to implement these updates.
What problem do you see this solving? (1-2 sentences)
Implementing this will enhance our team's efficiency by enabling content creators to work within their designated hours while ensuring live updates occur outside regular business hours. For instance, when campaigns launch overnight, the team working during those hours will require the updated content during their operational time.
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)
As recently as last week, our content team logged in at midnight to ensure the latest campaign updates were available for the overnight team, a process that recurs several times annually. Without these updates, the agents handling tickets would lack accurate information crucial for assisting our customers.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
Currently our solution involves the content team operating beyond their regular business hours to ensure the accuracy of IKBs and macros. We've streamlined the process by scheduling posts to the teams via Slack, leaving only Zendesk requiring direct login for these updates.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
In an ideal scenario, we aim to have the capability to schedule these updates within Zendesk itself.
Posted Nov 27, 2023 · Tricia Pearson
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Tricia Pearson created a post,
It would be helpful if we could schedule macro's and IKB's to go live. Often times we are creating content that agents will need after a set time and to reduce the misuse of them we have a team that comes in to update these during set hours. It would be great if we could schedule these to go live.
Posted Nov 21, 2023 · Tricia Pearson
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