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Luke Tyhurst
Joined Jun 03, 2022
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Last activity Sep 29, 2022
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Latest activity by Luke Tyhurst
Luke Tyhurst commented,
This also completely conflicts with any external integrations Zendesk users have set up. For example, I just discovered that our DevOps integration did not update linked Zendesk tickets because they were already closed. This is absolutely unacceptable. This is the only ticketing system I have ever seen that has this 28-day limit. If this is required, we need justification. We will always have DevOps tickets linked to Zendesk tickets that are older than 28 days. @... Dane Can we please get a response from Zendesk on this issue? I have seen this multiple times on Zendesk community threads. If this is a server limitation, it can be an added price for users. It just really should not be a blanket cap for everyone.
View comment · Posted Aug 08, 2022 · Luke Tyhurst
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Luke Tyhurst commented,
Dane I appreciate that response! With that said, can you please get a direct reason why the Add CC feature was removed? If there is no reason, we would like for it to be added back since it was already built out and removed for seemingly no reason. That is a huge loss of a feature, so this is a high priority issue for us. Yes, we can do the workaround, but that is not a long-term solution for a feature Zendesk already built out for users.
View comment · Posted Aug 05, 2022 · Luke Tyhurst
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Luke Tyhurst commented,
@... To define it further, here are the main differences between those features:
- A reply from a CC added to a ticket threads to the original email and allows the CC to talk with the requester/customer.
- A reply from a follower gets added as a private note, meaning that they cannot communicate with the requester/customer directly.
- Future Zendesk agent replies to the ticket include CCs in the thread.
- Future Zendesk agent replies to the ticket do not include followers; followers get a separate email notification.
View comment · Posted Jul 20, 2022 · Luke Tyhurst
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Luke Tyhurst commented,
@... I work at a company that has many distributed teams that do not use the same systems. Our IT team, for example, uses Connectwise and their own built-in support system. The tech team as a whole, though, still wants to have a unified support@business.com email so users don't have to email different contacts. I have set up triggers in Zendesk that filter out emails based on their subject/comment text and assign them to different Zendesk teams (so I don't have to look through IT team tickets in my own queue). We would like to take this a step further and (1) add our IT team as a CC on the email and (2) reply to the email defining that handoff to the customer. Yes, Add Follower is great if your team is all on Zendesk, but I would bet that 90% of Zendesk users have the same situation where some of the teams at their companies do not use Zendesk.
My question is why exactly did 'Add CC' get removed? Was it causing issues? If it wasn't causing issues, I really don't understand why Zendesk decided to remove necessary functionality that they already developed. We can talk about the differences between Add CC and Add Follower all day, but the main point here is that it would not hurt to have both functions. This genuinely is a huge feature loss that was one of the big reasons I wanted to transition over to Zendesk from other systems we were using. It's a pretty common feature in other systems.
View comment · Posted Jul 20, 2022 · Luke Tyhurst
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Luke Tyhurst commented,
@... I agree with Elza. Forcing this 'Add CC' process to be manual really hurts process automation, which hurts the usability of Zendesk (especially in comparison to other systems we could choose to go to that have this as basic, foundational functionality). Zendesk initially had an 'Add CC' action, but it was removed in favor of 'Add Follower', so it's a feature that is already built out, but Zendesk is choosing to not allow users to access it. Add CC and Add Follower are completely different processes (one allows replies to be public; one forces replies to be private). Why did Zendesk choose to get rid of a feature that people obviously used and want to use to help their internal processes? It should not be a legacy item that was removed.
View comment · Posted Jul 14, 2022 · Luke Tyhurst
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Luke Tyhurst commented,
Hey, Konstantin! Your second paragraph is the use-case I was referring to (auto set-up trigger conditions), but I could also see the 'Add Search as View' functionality being useful.
With that in mind, one way to implement this functionality could be to add a 'Copy Conditions from View' feature to triggers.
View comment · Posted Jul 13, 2022 · Luke Tyhurst
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Luke Tyhurst commented,
I agree with Ima. This functionality is absolutely needed.
View comment · Posted Jul 13, 2022 · Luke Tyhurst
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Luke Tyhurst commented,
@... Is there any way to add this to the roadmap? This is obviously something that is important to the Zendesk community. It is disheartening that the effort over the last 8 years hasn't lead to the improvement this post asked for. There are quite a few features I have seen lately that have not gotten picked up. As a new Zendesk user, it isn't a great look. Overall, we would love to use the Community tool, but lack of development realistically makes it hard to use/rely on.
View comment · Posted Jul 13, 2022 · Luke Tyhurst
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Luke Tyhurst commented,
Dion Isn't this post already in the General Product Feedback section? That link takes me to this same section.
View comment · Posted Jul 13, 2022 · Luke Tyhurst
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Luke Tyhurst commented,
Dane I'm honestly a little confused by that choice. Add CC and Add Follower have fundamentally different functions, so they should not replace each other. Add CC is very much still needed for a lot of Zendesk users. Is there any way to add the Add CC functionality to our Zendesk instance? If we can't get this functionality added, it will very much affect our experience with Zendesk long-term and may force us to consider alternatives. This is a basic feature included in other support systems.
View comment · Posted Jul 13, 2022 · Luke Tyhurst
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