Jeremy (Customer Support)

1. Support
2. ...
3. Measuring success
4. Defining OLA policies using internal SLAs and child ticket side conversations

Please note that Growth plan does not support Side Conversations and therefore this article is marked incorrectly. On another note, looking forward to OLAs being implemented on Zendesk this year.

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• Jeremy (Customer Support)
• Created February 21, 2023 10:06
• 1 vote

1. Community
2. Zendesk Suite Q&A
3. Q: Any tips on setting "Account Managers" for select clients?

That sounds perfect! I'll be trying it out next week, thank you so much for the suggestion!

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• Jeremy (Customer Support)
• Created July 29, 2022 10:35
• 0 votes

1. Bots and automation
2. Custom bots (Flow Builder) documentation
3. Understanding answer flow step types

Would it be possible to introduce a rule to check if any agent is available/online on the Agent Workspace, rather than a strict business schedule rule? This would be more dynamic and more accurate ...

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• Jeremy (Customer Support)
• Created June 30, 2022 06:26
• 1 vote

1. Community
2. Feedback - Chat and Messaging (Chat)
3. New feature requests: Answer Bot Feedback Flow Customization

We also need customisation for the Answer Bot flow, or particularly the text. Some of our clients get stuck in an endless loop talking to the Answer Bot and the lack of accessible customisation mak...

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• Jeremy (Customer Support)
• Created May 31, 2022 06:15
• 0 votes

1. Community
2. Feedback - Chat and Messaging (Chat)
3. 4 chats and that's it? Not enough space for chats in agent workspace

The tab experience is highly inconsistent. Sometimes (after a refresh or something), even just two chats get displayed as 1 chat and 1 drop-down.

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• Jeremy (Customer Support)
• Created May 31, 2022 06:12
• 1 vote

1. Zendesk updates
2. Announcements
3. Announcing changes to views pagination and sorting user profile pages

Brett L The way I understood is that the "sorting" will be limited. Hopefully the filtering feature is improved and not removed (at least based on the 'mysterious' Q2 changes described)

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• Jeremy (Customer Support)
• Created April 28, 2022 08:57
• -1 votes

1. Zendesk updates
2. Announcements
3. Announcing changes to views pagination and sorting user profile pages

Hopefully the performance improvement is significant. At the moment I find myself having to refresh the views or page several times to view updated tickets on the Agent Workspace (as these do not a...

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• Jeremy (Customer Support)
• Created April 28, 2022 08:49
• 3 votes

1. Community
2. Feedback - Chat and Messaging (Chat)
3. Ugly links from Guide in Chats

Agreed! It looks so horrible and it takes all of the chat widget space. 

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• Jeremy (Customer Support)
• Created March 29, 2022 06:47
• 0 votes

1. Objects and rules
2. ...
3. Business rules
4. Setting your schedule with business hours and holidays

Is there a way we can set the Holidays to be recurring every year? For example, 1st January will be a Holiday every year. Right now I have a yearly reminder to update this, but would make sense if ...

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• Jeremy (Customer Support)
• Created March 07, 2022 09:22
• 1 vote

1. Community
2. Feedback - Ticketing System (Support)
3. How can I split a ticket natively?

This feature would definitely be useful to have in Zendesk natively. It would help with features like Explore and reports as well. I often encounter users that keep using the same ticket, so instea...

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• Jeremy (Customer Support)
• Created September 01, 2021 08:51
• 4 votes