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Steve Eli
Joined Apr 07, 2022
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Last activity May 24, 2024
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Latest activity by Steve Eli
Steve Eli commented,
Please consider this request. Our team uses Zendesk for internal purposes only and it's super frustrating to see Tickets get filed with an internal note of 'helped them'. Sure, we can do additional training with the humans that file Zendesk tickets, but the software needs a UI to allow us to set limits on fields other than the 1 character that Zendesk forces.
View comment · Posted Mar 21, 2024 · Steve Eli
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Steve Eli commented,
A small piece of feedback, though the trigger might work, from my perspective, it's very confusing. Closed ticket is not a Channel, it's a status. Why couldn't the trigger conditions says Ticket Is Followup?
View comment · Posted Feb 19, 2024 · Steve Eli
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Steve Eli commented,
This feels like a bug to me rather than working as designed. I understand the no public comments thing, but rather than just electing to not populate anything, Zendesk choose to populate "Untitled ticket".
View comment · Edited Jan 27, 2023 · Steve Eli
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Steve Eli commented,
Agree I would love to see this as a baked in feature to Zendesk without having to use a webhook. We currently an email application called Front that has this comment workflow natively and loosing this feature when we move our support desk emails into Zendesk is a productivity step backwards.
View comment · Posted Dec 20, 2022 · Steve Eli
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Steve Eli commented,
@... or Scott Allison
Thanks for the recognition of my post and acknowledgement of this request, but I know i speak for others in this thread that we would urge Zendesk to prioritize this request. Sure in Zendesk, we can hide specific surveys from the reporting in Explore, but we can't delete the rating or the feedback received which is what I thought was the request here. Too many times has our staff been rated on a survey and when we reach out to the customer about their feedback, they tell us that they thought they were rating another company, even though our survey email to them clearly states our company and product name.
We shouldn't need to make a exception for the ratings as my workaround post provided, or an automation like Michael Kyriakou stated. We should have the ability to control or adjust the satisfaction ratings or responses like Larry Click requested and not penalize the hard working team members for them to see demoralizing feedback every time they return to the ticket they worked hard to create. I know opening up such a feature would introduce the ability to skew the responses and ratings of the customer, but if the customers responses were not accurate, or were abusive, why should those ratings and responses be something we have to live with forever?
Yes we might be able to use another companies product to achieve changes to surveys, but we shouldn't have to.
View comment · Edited Sep 15, 2022 · Steve Eli
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Steve Eli commented,
I feel like i did something wrong here because that attribute isn't giving me values and errors out on the bottom of the page what when clicked on shows:
View comment · Posted Aug 25, 2022 · Steve Eli
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Steve Eli commented,
I copy and pasted this same thing and it errors out for me.
EDIT:
There might have been a typo from the screenshot to the attribute posted. It's actually:
DATE_DIFF([Ticket solved - Timestamp], [Ticket created - Timestamp], "nbof_minutes")
View comment · Edited Aug 25, 2022 · Steve Eli
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Steve Eli commented,
Is there a way to see or post the last time that ticket data was updated in Explores dashboards?
View comment · Posted Aug 02, 2022 · Steve Eli
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Steve Eli commented,
I whole heatedly agree with this request and all the comments posted here. Until Zendesk implements a way to do this, an interim solution here might be to filter out the tickets that you designate in some fashion and make your own CSAT calculation. There's a default "Report" in Explore called "Satisfaction: Satisfaction score [default]" and it looks like this:
If you go to your ticket and mark it in some fashion, like say with a tag or a custom field, you can filter out the ticket data from the calculation by using the Add button at the top of the filter row, add your field, and then choose the Excluded tab and mark your thing. Just don't forget that Explore is an hour behind if you do this filter trick and expect a live change.
View comment · Edited Jul 22, 2022 · Steve Eli
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Steve Eli commented,
OMG yes. Make this stop please for the love of all that is good.
View comment · Posted Jul 22, 2022 · Steve Eli
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