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Sara Ledger's Avatar

Sara Ledger

Joined Jun 15, 2022

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Last activity Feb 27, 2024

Zendesk Luminary

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ACTIVITY OVERVIEW

Latest activity by Sara Ledger

Sara Ledger commented,

Community comment Feedback - Ticketing system (Support)

Alina Wright That isn't true. We use custom roles currently and are not on Enterprise. 

You have also given no way to non-Enterprise customers to follow up on the issue since you have marked this as completed. 

View comment · Posted Aug 18, 2023 · Sara Ledger

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Sara Ledger commented,

Community comment Feedback - Ticketing system (Support)
Alina Wright
You should have specified that the fix isn't a real fix for everyone. That you only chose to fix it for your highest paid tier despite that you broke it for every tier. Which means that no, this bug isn't completed for everyone. Even my CSM mentioned that its something that they 'may' try to tackle in 2024 which means that, if Zendesk decides the lower tiers are worth what is not a minor issue fix, that again, this issue isn't complete. 

View comment · Posted Aug 14, 2023 · Sara Ledger

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Sara Ledger commented,

Community comment Feedback - Apps and integrations (Platform)

This is definitely needed as it causes an inordinate amount of spam in the channel to post the thread data to the channel when we're just adding notes from a thread. 

View comment · Posted Feb 15, 2023 · Sara Ledger

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Sara Ledger created a post,

Post Feedback - Reporting and analytics (Explore)

Feature Request Summary: 

When accessing Explore directly or when sharing a link to an Explore Dashboard, Explore needs to honor the Zendesk settings for SSO and the Share settings on the Dashboard.

Description/Use Cases: 

Issue 1: When accessing Explore directly, in the cases of Management looking at reporting first thing in the morning or Administrators working on new dashboards, Explore does not honor SSO and redirects to an End-User login page. When SSO is turned on End-Users are never given the option to register or login to the system per Zendesk settings, presenting the End-User login page is confusing to Agents who have never had to use the screen since they only use SSO and it is a page that will literally never be filled out because zero End-Users are registered. 

Issue 2: When sharing a link to a dashboard, if a link is not setup for public or End-User sharing, it should not automatically use End-User authentication to try to access the link. Zendesk should be honoring the SSO, Admin End-User login, and Dashboard Share settings instead of completely ignoring all of those settings. Ignoring all of those settings causes the user to think they do not have access to the link at all because they are presented with a message that they don't have access which is false. Users should not have to login to the Support product first to have proper authentication into the Explore product.

Business impact of limitation or missing feature:

Explore has shown that setting up security settings for login and sharing permissions at the Admin and Dashboard level doesn't matter. This is causing endless confusion for Agents accessing Explore when they are repeatedly told they do not have access, which is false, or are presented with a login screen they have never seen because it is not one setup for use in our system.

Other necessary information or resources:

Zendesk Support says this is working as designed to do ALL Explore authentication as End-Users and ignore all SSO, End-User Login and Dashboard Share settings. What is the point of setting these pieces up if Zendesk intentionally contradicts these settings and ignores them? Explore needs to honor the settings being used in Zendesk.

Posted Jan 26, 2023 · Sara Ledger

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Sara Ledger commented,

Community comment Feedback - Reporting and analytics (Explore)

We need to be able to report on who added what macro to see which users are doing so and at what frequency.

View comment · Posted Jan 09, 2023 · Sara Ledger

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Sara Ledger commented,

Community comment Feedback - Reporting and analytics (Explore)

This is also very important to our organization as we have different groups using different schedules. Needing to know the time frames between dates based on the schedule set on the ticket is very important.

View comment · Posted Jan 03, 2023 · Sara Ledger

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Sara Ledger created a post,

Post Feedback - Reporting and analytics (Explore)

Feature Request Summary: 

Explore Share functionality needs to honor and match the role permissions in Zendesk.  This article is incorrect stating that "You can share dashboards with individual users or groups of users that have been added in Zendesk Support." This is incorrect because if a user has been added to Zendesk Support but does not have Explore permissions, they can be selected in the Explore Share functionality, disregarding their Explore permissions. When they attempt to access the board, they are unable to. The only workaround is to publicly share the dashboard which eliminates the point of using the Explore Share functionality.

Description/Use Cases: 

Not all users who have access to Explore will know what roles/permissions other users in Explore have or they can see the role in Support but don't know what the specific Explore permissions are associated with that role. They will see that person's name in the Explore Share list and attempt to Share that dashboard. 

This causes confusion because everything in Explore Share functionality appears to be working and will work for users who have Explore permissions but it's actually broken. Most users will not know why it appears the dashboard is shared but the user cannot access it.

Business impact of limitation or missing feature:

Making boards public as a work around for a broken Share feature is not a good workaround as that is a higher risk to business security. Whenever someone leaves the company, that means going into all the boards and changing all the board passwords instead of just removing their profile. Because Explore is further broken in that Admins do not have access to see all dashboards, this security cannot be properly administered to reset all public dashboard passwords that person may have had access to when they leave the company.

Other necessary information or resources:

Support and Product teams have deemed this is not a bug regardless that it is broken functionality in Explore.

Posted Nov 22, 2022 · Sara Ledger

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Sara Ledger commented,

Community comment Feedback - Reporting and analytics (Explore)

Eugene Orman Is there any update on the full flexibility of using Advanced date ranges with custom date attributes? Not just the start of week?

View comment · Posted Nov 21, 2022 · Sara Ledger

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Sara Ledger commented,

Community comment Feedback - Admin Center

This is also an issue I have. I wouldn't be opposed to it being just another permission feature so we could enable it by group. We definitely have run into issues where someone has changed their name to a different nickname and removed their last name which causes problems trying to figure out who the person actually is.

View comment · Posted Nov 14, 2022 · Sara Ledger

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Sara Ledger created a post,

Post Feedback - Admin Center

Feature Request Summary: 

Requesting the ability to create triggers and/or automations based on reporting factors.

Description/Use Cases: 

We have a ticket field that our agents use to identify the root cause of the ticket creation. While we can report in Explore on the volume of selections in that field, we cannot create notification triggers/automations based on the volume of specific selections. 

We would like to notify our Product team when there is a specific percentage increase in a root cause selection so our Product team can quickly identify new/quickly escalating issues and work to identify if there is some user error or new system issue, for example, with a potential new code release. 

Example: We release new code for customers to process payments more quickly. The percentage of tickets with payment issues suddenly rises by 30% over a weeks time, a trigger/automation shoots off a notification to our Managers and Product team to begin investigating the cause of the sudden increase.

Business impact of limitation or missing feature:

This feature would allow us to more quickly identify and address large impacting issues to our customers at a moments notice versus waiting for a scheduled Explore report to send or to manually check the Explore report or dashboard.

Posted Nov 14, 2022 · Sara Ledger

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