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Judd Higgins

Joined Aug 03, 2022

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Last activity Jan 18, 2025

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ACTIVITY OVERVIEW

Latest activity by Judd Higgins

Judd Higgins commented,

CommentTicket basics

+1 the comments about email only use.  The fact that it's not configurable is upsetting. https://support.zendesk.com/hc/en-us/articles/4408821259930/comments/4572991646746

 

Also, switching to an Internal Note is now 2 clicks instead of one click on a tab previously. Please let me know if this is configurable as this is essentially increasing my agents' friction.

 

If you were going to make a complete 180 degree change like this, you should have at least adding some configurability to the layout for those people who use email. This new layout makes trying to read threads so much more difficult. 

 

Why would I scroll to the bottom of a thread to reply when the top of the page has the latest reply from the customer?

View comment · Posted Oct 28, 2024 · Judd Higgins

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Judd Higgins commented,

Community comment Feedback - Ticketing system (Support)

Now that the new CSAT Experience is out, I am posting to this thread again as the page discussing the new CSAT experience is locked for comments.

 

https://support.zendesk.com/hc/en-us/articles/8056511676570-Announcing-the-customizable-CSAT-experience

 

Please let us know if and how we can do more with CSAT in terms of deletion or hiding of erroneous CSAT that affects our agents.

This has been a request to Zendesk Product Team for at least three years. Please see Briana Hansen's initial comment above

 

https://support.zendesk.com/hc/en-us/community/posts/209930757-Can-you-invalidate-satisfaction-survey-responses-

https://support.zendesk.com/hc/en-us/community/posts/203190353-Removing-Bogus-Customer-Sat-Scores

https://support.zendesk.com/hc/en-us/community/posts/360004381108-Removing-invalid-chat-ratings-from-tickets

https://www.reddit.com/r/Zendesk/comments/emptcc/a_way_to_remove_negative_feedback/

View comment · Posted Oct 17, 2024 · Judd Higgins

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Judd Higgins commented,

CommentHow to create and update reports

As this is a standalone major feature for Zendesk, you need to develop a dataset or a way for us to report on these. Side Conversations are such an integral part of handling and solving tickets that we need a built-in report that does not require a workaround (which excludes the hundreds-thousands of previously created side conversations).

 

Please add my voice to this needed feature request. Thanks! 

View comment · Posted May 13, 2024 · Judd Higgins

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Judd Higgins commented,

Community comment Feedback - Ticketing system (Support)

Commenting to add my voice to this request. CSAT is part of our variable incentive and those erroneous bad CSAT replies cannot currently be removed which negatively affects our reporting, team morale, and incentive pay.

View comment · Posted Mar 12, 2024 · Judd Higgins

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Judd Higgins commented,

CommentTicket basics

Dane The Events API you linked here; https://support.zendesk.com/hc/en-us/articles/4408829170458/comments/5522042156314 takes us to a 404.  Can you please update the link for us? Thanks!

View comment · Posted Jan 04, 2024 · Judd Higgins

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Judd Higgins commented,

CommentMeasuring success

Also a +1 for adding other filter fields such as "Tags" since Zendesk won't allow the sorting to work properly by group and we have US ticket and EMEA tickets and sorting by tags for US and EMEA seems to work in other reports.

View comment · Posted Aug 08, 2023 · Judd Higgins

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Judd Higgins commented,

CommentMeasuring success

Hi! Filtering the Backlog Data by Group provides bad data for "New" status tickets. Please help!

https://share.cleanshot.com/FHrjqSJ5wRft9k4f408b

 

View comment · Posted Aug 08, 2023 · Judd Higgins

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Judd Higgins commented,

CommentMeasuring success

Did anyone ever find a marketplace app that allows setting intervals for csat surveys?

I have clients that write in quite often and we are pinging them too much for csat survey which is skewing our results.

View comment · Posted Apr 30, 2023 · Judd Higgins

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Judd Higgins commented,

CommentTicket management

How can I edit a view to move all of 50+ conditions from "Meet Any of the conditions" to "Meet All of the conditions"?

Someone else created this View and I do not have the time to manually recreate 50+ conditions.

Thanks for your help!

View comment · Posted Mar 27, 2023 · Judd Higgins

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Judd Higgins commented,

CommentCustomizing reports

Adding my plus one to allow formatting for calculated attributes. I don't want to see that it's been 272.3345456467 days since the last reply. I want the calculated attribute to display whole numbers. This is basic formatting stuff.

View comment · Posted Dec 15, 2022 · Judd Higgins

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