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Nora Krogoll

Joined Jul 18, 2023

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Last activity Oct 12, 2023

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ACTIVITY OVERVIEW

Latest activity by Nora Krogoll

Nora Krogoll commented,

Community comment Feedback - Ticketing system (Support)

That would help us as well! :) 

View comment · Posted Oct 04, 2023 · Nora Krogoll

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Nora Krogoll commented,

Community comment Feedback - Ticketing system (Support)

Hi Stephanie, 

thanks for your contribution! I absolutely agree. Could you add your comment to the following post? Function 'forwarding as e-mail' – Zendesk-Hilfe

The Zendesk team commented and said there that the product team will have a look. So maybe another comment might help :) 

Thanks! 

Best Nora

View comment · Posted Sep 26, 2023 · Nora Krogoll

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Nora Krogoll commented,

Community comment Feedback - Ticketing system (Support)

Hi Adam,

it works for us to add the column "status category" for it to be shown colour coded. But maybe that is not what you are looking for? It does look like your columns and the corresponding content is not aligned. Did you talk to tech support? 

Hopefully this helps. :)

Best regards,

Nora

View comment · Posted Sep 25, 2023 · Nora Krogoll

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Nora Krogoll commented,

Community comment Feedback - Ticketing system (Support)

We would appreciate a function like this as well! 

 

View comment · Posted Sep 14, 2023 · Nora Krogoll

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Nora Krogoll commented,

Community comment Q&A - Tickets and email

Hi Noly,

thank you for your response. One of your support agents suggested that I post my question in here because they seemed to think that the function was actually only meant for public replys. I will recheck with my team about their experience, maybe there is a delay in some automatically created internal notes that gives the described impression. 

Thanks! 

View comment · Posted Sep 13, 2023 · Nora Krogoll

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Nora Krogoll commented,

Community comment Feedback - Ticketing system (Support)

I was just looking to add a post with just that request. It is really frustrating not being able to see the e-mail address when we forward it and it complicates things. I think that this should be fixed easily and hope that the product developers will consider it. 

This has nothing to do with data protection. Why else should someone forward a ticket if not for the receiver to do something with the information. 

View comment · Posted Sep 11, 2023 · Nora Krogoll

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Nora Krogoll commented,

Community comment Feedback - Ticketing system (Support)

Hi Leafworks, 

thanks for your work in the overall community! 

I was just looking to add a post with just that request. It is really frustrating not being able to see the e-mail address when we forward it and complicates things. I think that this should be fixed easily and hope that the product developers will consider it. 

View comment · Edited Sep 11, 2023 · Nora Krogoll

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Nora Krogoll created a post,

Post Q&A - Tickets and email

Hi all, we noticed that when you click "jump to latest message" on a ticket, the ticket often only jumps to the latest public message, but not the latest private note. This makes it easy to miss a note that is newer than the latest public message. We would like to be able to adjust this in our settings. Is there a way? 

Posted Sep 05, 2023 · Nora Krogoll

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Nora Krogoll commented,

Community comment Feedback - Ticketing system (Support)

I have to agree with the previous posts, that a real draft function where working together on replies would be very helpful. 

Adam Glover mentioned the Cancel Ticket Submit app and I believe that that functionality combined with the possibility to collaborate on a response would be ideal. What is also missing in the app (and the draft function) from our point of view is the possibility to have a glance at how the ticket will look like for the customer that receives it. 

Either integrated in this function or seperately from it, I think this could improve the feeling of security especially for agents that are new to Zendesk and new to the concept of sending a response without seeing all elements of it (such as which previous messages are being sent with it, as it would be with a classic mail response). 

View comment · Posted Sep 01, 2023 · Nora Krogoll

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Nora Krogoll commented,

Community comment Feedback - Ticketing system (Support)

Hello,

this is definitely a function that we need as soon as possible. Aside from possible unnoticed mistakes by service agents that enter a wrong e-mail-adress, we also have an issue regarding proving that we sent out an email for legal reasons. 

Please integrate this basic function! 

Thank you. 

View comment · Posted Jul 18, 2023 · Nora Krogoll

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