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Carla Mitchell

Joined Mar 18, 2022

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Last activity Apr 18, 2024

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ACTIVITY OVERVIEW

Latest activity by Carla Mitchell

Carla Mitchell commented,

CommentSetting up Agent Workspace

I have gone through all the comments on this string plus the ones on Agent Workspace - various issues.

It gives me no confidence in moving to this new Agent Workspace!  We are primarily an email support team - we dont use chat bots or direct chat channels to talk to our clients. We do NOT need these "extra's".  All that I have read shows that this part of their "Agent Workspace" has been downgraded/less efficient.

  • email responses where latest is at the bottom ... (Seriously??) This may have been addressed although it's very hard to tell with the feedback from Zendesk
  • swapping between external and internal comments - takes 2 clicks now instead of 1 - really??  This is as of April 2023 but no further comments

Can we at least get an update on where email support stands on this new "agent workforce agent'?  What are the differences between legacy and the new interface?  

 

View comment · Posted Jun 27, 2023 · Carla Mitchell

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Carla Mitchell commented,

CommentAccounts and billing

How can i get a detailed breakdown of the invoice?  It is significantly higher than the year before and I want to know what I'm paying for and how many seats etc

View comment · Posted Feb 24, 2023 · Carla Mitchell

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Carla Mitchell commented,

Community comment Feedback - Reporting and analytics (Explore)

Is there any update to this?
Do you have an ETA to have this implemented?

I really need to know the Ticket ID's when i do a search so that I can drill further down into the ticket - i can get broad searches of number of tickets by month by org/client - however i cant figure out what ticket IDs are for that organization.   When i do get Ticket ID's the counts are off - and I dont know why nor can i get them for the org/client i want.

View comment · Posted Jan 19, 2023 · Carla Mitchell

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Carla Mitchell commented,

Community comment Feedback - Ticketing system (Support)

Thanks John - Im trying to use Explorer  and although powerful, is not intuitive.

I think I found a way to get what i need 

View comment · Posted Jan 16, 2023 · Carla Mitchell

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Carla Mitchell commented,

Community comment Feedback - Ticketing system (Support)

I need to get a list of all tickets within the last year for one of my clients.

Seems I can only pull a list of tickets for half a year at best.


I need to go through these tickets and identify which ones were due to bugs in code/configuration issues/security concerns etc.  I cant do that if i dont have a list of all the tickets

Why is this feature still not available?  This has been requested since 2013.

I can pull how many tickets per client organization by year but i cant get the individual ticket numbers.

View comment · Posted Jan 16, 2023 · Carla Mitchell

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Carla Mitchell commented,

CommentHow to manage the help center

I am experiencing the same issue.

I had set up a cname with our subdomain and it seemed to work until just last week when Cloudflare has decided we are forbidden!

What do I need to resolve this issue? 

 

View comment · Posted Oct 31, 2022 · Carla Mitchell

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Carla Mitchell commented,

CommentGetting started with email

I have clients that insist on sending an email for Support and I want them to only go to Zendesk and open a ticket.  The reason for wanting the ticket is that i need specific fields answered for business reporting that an email just wont cover/convert.

Is there a way I can stop new ticket creations?  

I have modified the reply to request they open a ticket directly - however clients are still sending emails to open new tickets.

View comment · Posted Oct 04, 2022 · Carla Mitchell

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Carla Mitchell commented,

Community comment Q&A - Reporting and analytics

Also interested in this :)

 

View comment · Posted Jul 29, 2022 · Carla Mitchell

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Carla Mitchell commented,

CommentTicket automation and collaboration

was there a change to the way Zendesk sends updates to Slack?
We have set up a channel on slack (zendesk updates) that notifies us of all ticket activity - it broke as of March 17th.

 

Thanks

View comment · Posted Mar 18, 2022 · Carla Mitchell

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