Recent searches


No recent searches

Santino Scibelli's Avatar

Santino Scibelli

Joined Sep 25, 2023

·

Last activity Nov 26, 2024

Following

0

Followers

0

Total activity

36

Votes

7

Subscriptions

13

ACTIVITY OVERVIEW

Latest activity by Santino Scibelli

Santino Scibelli created a post,

Post Feedback - Ticketing system (Support)

Hi team - is there any feature on the product roadmap that will allow you to create a new ticket off of a public-reply from an existing ticket?

 

  • Use case: if you are working on a ticket and a customer raises an unrelated issue - being able to have an option to “Create new ticket from public reply” would be useful to easily transfer info/data into a new case
     
  • Being able to easily transfer attachments and files as part of this public reply, instead of manually saving + uploading all of the files into a new ticket

 

Similar to this feature that is already available in community re: you can create new Zendesk tickets from community posts, are there any plans or current features that can mimic this functionality for a public-reply on a ticket? Thank you.

 

Example:

Can this functionality please be replicated for Zendesk ticket comments or replies? 

Posted Nov 26, 2024 · Santino Scibelli

4

Followers

5

Votes

7

Comments


Santino Scibelli created a post,

Post Feedback - Ticketing system (Support)

Hi team - as a limitation of the current Zendesk UI, Full Admins or systems owners cannot modify, edit, or delete personal-individual macros. The only ability you have is to “Clone” them. This seems like an oversight as admins should have full ability to modify or edit any content-based items directly from the user interface. There is a gap here as you can use the macro endpoint API, but Zendesk should allow an admin or sys owner to do this directly from the macro search interface. 

  • Allow admins ability to fully manage personal-individual macros, not just view or clone them from the UI
  • In addition - it would be useful to allow agents to delete their own personal/individual macros after creating them. It seems they are only allowed to edit them, it would be useful if someone created their own macro that the system would allow them to also delete their own created macros as well.

 

 

Posted Nov 18, 2024 · Santino Scibelli

5

Followers

2

Votes

2

Comments


Santino Scibelli commented,

Community comment Feedback - Apps and integrations (Platform)

The field syncing feature in Jira does not capture or find an “Organization Name”. To support it, a custom field must be created in Zendesk at the ticketing-level (ticketing field) and capture the “Name” of an org when tickets are submitted > pass this to the ticketing field (e.g. via script, automation, etc). Then Jira can map it as a custom text field - but out-of-the-box, the integration between the services does not map or find this generic field.

  • Zendesk does not allow Jira to sync the “Organization Name” field
  • The “Organization Name” does not appear to even be an object/that is uneditable (similar to the ticketing objects in admin console - type, subject, standard ticketing objects that should not be tampered with etc) this falls into that category (e.g. an Organization or Account name will always be required in Zendesk unless someone submits a ticket without an organization*)
     
  • Can Zendesk consider having “Organization Name" or “Account Name” as an object that can be managed directly in admin console (e.g. can run triggers on it even - for every CREATED ticket* run the organization name to pass into a field. IF No organization exists/no name - pass a custom message or generic, such as “No organization found”)
     
  • For tickets with an organization - can Jira still capture this / the Jira mapping field sync does not find an account or organization name from Zendesk orgs or tickets through the integration.

View comment · Posted Apr 25, 2024 · Santino Scibelli

0

Followers

4

Votes

0

Comments


Santino Scibelli created a post,

Post Feedback - Apps and integrations (Platform)

Challenge:

  • Zendesk/Jira does not have an out-of-the-box parameter for the “Organization Name” to sync when using the Jira/Zendesk App integration.
     
  • For example, if the organization is "ABC Industries”. ABC Industries submits a new ticket - if there is a bug/escalation and someone uses the Jira/Zendesk App, the integration in Jira does show a widget including the organization name but the actual integration does not pass data for an organization name.
     
  • A separate script, webhook, or automated process must be used to support this:
    • Santino ABC organization submits a ticket in Zendesk
       
    • In Zendesk - I do see there are parameters for Organization Name, but unlike standard ticketing fields (e.g. Type, Subject, etc) this seems like a standard object / account-level object - but it is not available to pass to Jira.
       
    • The ticketing level does not have a way to easily pass this information in Zendesk (e.g. the admin console provides no way to tell a ticket > “New Ticket” > “Pass organization name to field in ticket called - Organization Name”) this object seems to exist independently/but the “Organization Name” is not available for review in Zendesk as an organization or ticket field/object.

Solution/Question

  • Is there an improvement or way for the Jira/Zendesk integration to improve the sync, adding the ability to pass the “Organization Name” of a ticket or account into Jira as a custom field or standard field?
     

Posted Apr 25, 2024 · Santino Scibelli

4

Followers

5

Votes

5

Comments


Santino Scibelli created a post,

Post Feedback - Admin Center

Hi team,

It would be beneficial to add an integration or automation to import "holiday dates" into schedules in the Zendesk Admin center.

Use Case:

  • If you are part of a global company managing multiple schedules, you have to add holidays one-by-one for each schedule. For example, if there's 11 annual USA federal holidays, they must be re-added and adjusted each year. This is the same for all schedules (e.g. additional holidays across global timezones and regions - GMT, JST, etc).

  • The schedules require a manual review each year to review the holidays one-by-one and select the date.

Request(s):

  • Does Zendesk plan to have any feature integrations with calendar importers (e.g. Google, Microsoft) or add improvements to the API that can aggregate holidays in the system based on timezone selected?
  • Ex. If I go to create a schedule, Zendesk could present an option "What is the desired timezone or location?" > drop-down list aggregated from an API/integration > pre-populate a list of holidays from the API/integration that you can select or de-select as valid entries for holiday dates populated based on the timezone or location selected that can be imported. If you chose EST, presented with USA Holidays, or GMT is selected, etc. 

  • Easy to report on or see upcoming holidays, past holidays, etc. ex. when viewing the "Schedules" portal in Admin you see an alert or icon next to a schedule that you hover over "This is a reminder that XX holiday is coming up on XX date for this Schedule". 

  • Option(s) to import a calendar directly from Google or Microsoft (e.g. if a company already manages a cross-global calendar with holidays for different timezones, provide a way to import the holidays into Zendesk)

Edited Mar 11, 2024 · Santino Scibelli

4

Followers

6

Votes

3

Comments


Santino Scibelli created a post,

Post Feedback - Reporting and analytics (Explore)

Hi team,

I would like to share a feature request for improving the reporting for Schedules, easier reporting histories/review of schedule activity when they applied to tickets, usage (e.g. last 7 days, 30 days, etc.), and tickets applied to.

Use case:

  • There is not a way directly in Explore to advance report on Schedules, for example - let's say you are an enterprise organization with 10 different schedules in total set up for specific timezones and then subsequently specific conditions - 5 schedules respectively for timezones (e.g. EST, AEST, PST, JST, GMT) and special circumstance schedules (e.g. 24x5, 24x7, etc). 

  • Triggers are used at the ticketing level to evaluate the schedule applied. Example - a trigger will look at new tickets created, and will look for a custom field called "Support Hours" on the organization level. These "Support Hours" trigger off to sync with a "Schedule" 1:1 (e.g. if a customer is based in EST - the trigger will find "Support Hours - EST" - then Set Schedule for the ticket > EST).

  • The organizations aren't directly connected to the schedules - the trigger is performing the schedule application on ticket creation*

Challenges:

  • There is not a way at a high-level to report on how "Schedules" are applied to the customer and actual organization itself, only the ticketing level - for example, there's not a way in Explore to easily audit metrics to see any "Schedules" that ran in the last 7 days - versus "Schedules" that have not been active or run on any orgs/tickets for over 30 days, 60 days, etc. on an organization.

  • There is not a way in Explore to easily audit or report on "Schedules" applied to organizations or review easier Schedule/SLA audit logs for activity, other than reviewing the events on a ticket or reporting only on the ticket-level.

  • Reporting is only available at the ticketing level for when a schedule is "set" - it would be beneficial to have an improved reporting matrix to see what "Schedules" are applied also at an organization level (e.g. how many orgs are assigned to X schedule, when is the last time X schedule was actually used on an org, usage over 30/60/90 day periods, etc). This would make it easier to review SLA trends, monitor audits for outdated schedules or unused schedules, and review gaps. 

Request: 
The ability to report directly on schedules in Explore, instead of setting up rules to add tags with the schedules.

 

Edited Mar 08, 2024 · Santino Scibelli

2

Followers

3

Votes

2

Comments


Santino Scibelli created a post,

Post Feedback - Ticketing system (Support)

Hi team,

Does Zendesk plan to introduce hover-over ticket field descriptions available, similar to the ability to hover-over organization fields and see descriptions?

Problem statement:

In the back-end of Zendesk while editing or creating organization or ticketing fields - you can add descriptions. However, when you hover-over ticketing fields while viewing a ticket - you do not see any description populate or appear. If you hover over descriptions for organization fields, you see the description entered in the back-end of the system appear.

Use case:

  • Seeing ticket-field descriptions and ability to hover-over to see the explanation of a field makes it convenient to understand different functionalities of fields for agents

  • Zendesk has had the ability to hover-over and see descriptions of organization fields for years - it would make the user interface more accessible and user-friendly to allow descriptions for ticketing fields the same feature.

  • For training, onboarding, and navigation purposes, keeping the UI consistent allowing descriptions for fields on the back-end to be visible when hovering over the fields across Zendesk. Today we have to keep a legend of ticketing fields documented outside of the platform - it would be useful to have the added benefit for descriptions entered to be visible to anyone using Zendesk in-platform.

  • Makes it easier for non-support teammates or users who may not use Support functions or Zendesk daily to understand the purpose of specific fields, intention, and how we use this for data. 

Does Zendesk plan to ever introduce this feature for ticketing fields, or will it remain isolated and available only to the descriptions of Organization fields?

Example of Organization fields - hover over description pop-up:

These hover-description windows do not populate for ticketing fields.

 

Description entered in the Organization field configurations:

Thank you.

Posted Feb 02, 2024 · Santino Scibelli

1

Follower

3

Votes

2

Comments


Santino Scibelli created a post,

Post Q&A - Reporting and analytics

Hi team,

I am posting this to the community forum as this has been an issue myself and our team have raised various times to Zendesk over the past two years - however, we've been challenged with facing the same issue and no feedback or resolution over the course of our tickets submitted by various teammates have addressed this issue. I would like to see if the community has faced a similar issue and/or if Zendesk has plans to address this.

 

Problem statement:

The core issue is that team publishing only captures the unique article event for article creation, as that event can only occur on an article once.

However, publishing events can occur on an article multiple times.

We are trying to capture how many unique articles were published in a given time frame and by which agents, not how many times the publishing event/click occurred in a time frame:

However, using any custom formulas and/or escalations to your team has only resulted in further investigations that have gone unresolved over time. 

I have included both a screenshot and a report our Knowledge Base team pulled from a report/query in Zendesk, where you will see the same article/ID come up twice for multiple articles, therefore inflating the count of published articles. Additionally, for some reason more articles also come up in this query/report and show as “0”. 

Question:

There are incidences where someone might "Publish" an article - then go back to make a change to the article. Zendesk is counting it as published "2" times for instance, instead of looking at the unique first-time published and then subsequent updates made:

  • Does Zendesk plan to address this or have any additional feedback on how to aggregate proper results for when an article is uniquely published for the first time?

  • Does Zendesk plan to have updates to metrics in Explore to account for when an article is "Updated" or "Amended" i.e. isolating the first time-publish and having a separate possible metric to capture subsequent updates or changes made to an article?

Our ticket history from our company will shed some light on this further as this has been raised a handful of times. Thank you very much.

Posted Feb 02, 2024 · Santino Scibelli

0

Followers

2

Votes

1

Comment


Santino Scibelli created a post,

Post Feedback - Ticketing system (Support)

Hi team,

Our teammates have raised a small change with the new Agent Home UI dashboard.

  • Agents previously were able to hover over their "Good" or "Bad" ratings from the homepage and click these links which would bring them to an overview of their good and/or bad tickets for their Ticket Statistics.

  • With the new Home dashboard UI - this functionality is no longer available to click on the ticket statistics. We are aware that views can be created to see good vs. bad tickets for the current user logged in to see their assigned tickets with ratings, though this is a small feature that was convenient for our teams instead of managing CSAT views.

Does Zendesk have any plans to update Agent Home and introduce this feature for CTAs that are clickable to bring agents to their Good and/or Bad ratings as it was previously available on the legacy user interface? Thank you.

Posted Jan 24, 2024 · Santino Scibelli

4

Followers

4

Votes

2

Comments


Santino Scibelli commented,

Community comment Feedback - Ticketing system (Support)

Hi team,

Since our move to Agent Workspace - this is a requirement for us and seems like this could be a small change + big win for Zendesk to allow customization background for the internal notes. We have agents who may experience accessibility issues and unable to distinguish the new internal note color compared to the old platform. Below are screenshots for reference - is there anyway to customize the internal note background color and/or make the yellow more prominent? Some agents have mistakenly noted they have not realized they were writing an internal note because the color is closer to white or looks like it is a public reply.

New internal note color - softer white / yellow - some teammates have requested to change this as depending on their situation they cannot clearly distinguish this from a public reply

 

Old internal note - more prominent yellow / teammates state this was easier to distinguish or recognize as an internal note compared to a public reply

 

Please advise, this seems like a very small customization change that can be added to the platform. Thank you!

View comment · Posted Jan 23, 2024 · Santino Scibelli

0

Followers

3

Votes

0

Comments