Jake Edwards
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Activity overview
Latest activity by Jake Edwards-
Jake Edwards created a post,
Extend Relative dates / "days ago" for all dates in views (en)
We rely on the dates to help arrange and sort our ticket backlog. Basic sorting is fine, but the ticket dates such as Last Updated, Requested, Assignee Update, become harder to read when there's lo...
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Jake Edwards commented,
Can you let signed in users search their tickets too? By number and content? The amount of times #12345 ends up in my "no results" insights 🙄...
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Jake Edwards commented,
Yeah, it's taken so long that our Web Form usage has declined significantly in favour of emails. We used to be 50/50, now Web Form is about ~15%. I'm sure there are other factors, but emails are "s...
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Jake Edwards commented,
@Nickie, that's the API documentation, but Zendesk's implementation paginates after a much shorter # of replies. I can't recall without checking a ticket but it might be as short as 10. I'd check ...
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Jake Edwards commented,
@Nickie, warning, it breaks across pages. It needs to be implemented at the platform level to be an effective solution. Wish they'd hurry up!
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Jake Edwards created a post,
Feature request: button icon
The ? Icon is sometimes not appropriate when prompting customers to leave a message. I'd like to use the chat dialogue icon (though I don't have chat enabled). It's more inviting from a SEO/behavio...
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Jake Edwards commented,
I have a few vendors that use Zendesk so I'm subject to the Zendesk experience as both an end-user and an agent... I find tickets that spread multiple pages a real pain to navigate, especially as t...
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Jake Edwards commented,
It shows on the first page of comments as it's been pinned, but not online (how odd). Perhaps the order of comments should be reversed 😂... As an agent, I find myself caught out constantly by sayi...
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Jake Edwards created a post,
Tickets should be a result type
I find my most common "Top Searches with No Results" are users searching for their ticket #'s or their tickets in general. A truly Unified Search would include ticket results, similar to the result...
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Jake Edwards commented,
@Matt, nah, it doens't work :( See my earlier post from Jan 20. The request object is limited.