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Anselm Engle

Joined Feb 25, 2022

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Last activity Feb 08, 2024

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ACTIVITY OVERVIEW

Latest activity by Anselm Engle

Anselm Engle created a post,

Post Q&A - Objects, workspaces, and rules

Is it possible to make views responsive to the viewer's role, in addition to the group? I would love to restrict certain views to (for instance) just managers. Especially when using guided mode for some agents (but not all) it would be nice to have some views that are visible to agents in a non-guided role, but not visible to agents that are locked into guided mode.

Posted Feb 08, 2024 · Anselm Engle

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Anselm Engle commented,

Community comment Feedback - Reporting and analytics (Explore)

This would be HUGE. Right now, we're doing a scheduled export to a Google sheet, then doing spreadsheet magic to get the data that way, and then inserting that into a document to create our dashboard. It's cumbersome, and it would be fantastic to be able to do all this in Zendesk, instead of elsewhere.

View comment · Posted Feb 27, 2023 · Anselm Engle

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Anselm Engle commented,

Community comment Feedback - Ticketing system (Support)

This would be huge for us as well! We just manually created 500+ macros because there's no way to bulk-create them... and now it turns out that we need to edit all 500+ of them to not default to public comments.

It would be FANTASTIC to be able to do this, even with the API. I like using in-Zendesk tools, but if it's always this much of a hassle we might need to look at paying for TextExpander again.

View comment · Posted Feb 14, 2023 · Anselm Engle

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Anselm Engle commented,

Community comment Feedback - Ticketing system (Support)

We'd love to see this updated as well! We're trying to segment customers based on info in our database, but that only syncs after a user is created, so if the user is emailing us for the first time (ticket created and user created), and user tags cascade when the ticket is created, and THEN the user is updated... we have no way of updating the ticket at that point.

View comment · Posted Jan 24, 2023 · Anselm Engle

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Anselm Engle commented,

CommentFormatting and customizing your email

So, I love this change, but it's seriously lacking in practical function for us. :(

Here's why:
Right now, I'm using {{ticket.latest_public_comment_formatted}} to show end users the latest comment from us. It's pretty great- they see our response, but don't see their own email to us.

However, it doesn't include any background, so if the customer forwards the email to anyone, there's no quoted background to get context from. This is a problem.

So I'm going to use {{ticket.public_comments_formatted}} because that includes the entire history behind a quote... but it *also* includes the comment the current comment is responding to (so: one comment ago) in the body. That's not idea, but it works.

Then I find `{{ticket.latest_public_comment_html}}`, which is great, because it gets rid of all the headers and names and stuff above the responses, and makes it all much more compact and sleek. This is great! Except...

...there's no way to include a quoted history. I'd love to use something like {{ticket.public_comments_html}} to skip the header names, but still include the background behind a quote, but that doesn't exist and doesn't work.

Can we get something like that set up? Ideally, moving the previous-to-this comment into the quoted text as well? So the customer sees our responses, without header names, but ALSO has the option of expanding the quoted text to show history? That would be amazing!

View comment · Edited Dec 02, 2022 · Anselm Engle

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Anselm Engle commented,

Community comment Feedback - Ticketing system (Support)

This would be HUGE!

View comment · Posted Nov 16, 2022 · Anselm Engle

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Anselm Engle commented,

Community comment Feedback - Ticketing system (Support)

We would also love this! We're looking at a workflow where a process goes forward of two dates match, and right now we're having to do some Zapier juggling. Would much rather do this natively!

Ideally, the ability to match any two fields would be amazing.

View comment · Posted May 16, 2022 · Anselm Engle

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Anselm Engle commented,

Community comment Q&A - Reporting and analytics

Hi Kelly-Anne- Thanks so much for jumping in!

Unfortunately, Kate is right. We're trying to show the name of the problem ticket *that's tied to an incident*. Or, more specifically:

1) The problem ticket subject and then the number of incidents tied to it, or;

2) The problem ticket subject and then a list of incidents linked to it.

A HUGE plus would be clickable links... but that may be too much to ask. ;)

View comment · Posted May 11, 2022 · Anselm Engle

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Anselm Engle commented,

Community comment Q&A - Reporting and analytics

Hi-

We're trying to do the same thing. Is there any way to sub in the name for the ID?

Same issue- trying to put together a list of problems with number of incidents, but want to display the subject of the problem, not the ID number.

View comment · Posted May 06, 2022 · Anselm Engle

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