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Maddie F.

Joined Oct 04, 2022

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Last activity Oct 30, 2024

Operations Project Manager

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ACTIVITY OVERVIEW

Latest activity by Maddie F.

Maddie F. commented,

Community comment Feedback - Admin Center

Shawna James 

I want to co-sign this request and would like to take it a step further, I'd like to suggest that only non-suspended users are shown anywhere users are mentioned, unless suspended users are specifically and explicitly included or selected in filters.

 

Even when users are suspended, active users have the ability to select them in the Assignee dropdown on tickets, for example… Even though they are suspended. Seeing suspended users everywhere is incredibly messy, and is not helpful when we are trying to keep track of users.

 

We have to manually remove suspended users from groups in order to prevent them from showing in the Assignee dropdown. It's incredibly tedious and repetitive. 

Our use-case is very simple: we have many users on our account, and filtering through non-suspended users is currently impossible. From the Team members page, we can only select seeing only suspended users from the filters, but when that checkbox is left unchecked, we see both suspended and non-suspended users.

 

We cannot simply delete suspended users as we need to maintain historical data, but currently suspended users take up a substantial amount of valuable space and time on a daily basis.

View comment · Posted Aug 21, 2024 · Maddie F.

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Maddie F. created a post,

Post Feedback - Ticketing system (Support)

Due to Zendesk's lack of granular bulk editing for suspended agents, these agents remain in their groups and can have tickets manually assigned to them, even if they are suspended.

We do not want to wholly delete agents as the best practice is to suspend access for former agents rather than hard delete them.

We need to either prevent suspended agents from coming up in the dropdown when manually assigning a ticket or allow for more granular bulk editing for agents. 

For example, if we could edit all suspended agents to assign them to a specific group and remove them from all other groups, that would prevent these suspended agents from showing up in our active groups. 

Posted Oct 03, 2023 · Maddie F.

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Maddie F. commented,

Community comment Feedback - Admin Center

Daniel Elizalde We also have the premium sandbox, but as Aaron said, we still need to delete the sandbox and create a new one if we want the sandbox to mirror our production instance, or we need to apply the changes made in prod to the sandbox manually.

View comment · Posted Apr 26, 2023 · Maddie F.

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Maddie F. commented,

Community comment Feedback - Admin Center

Aaron C. I'm curious, what third-party products do you use to keep your sandbox up to date?

View comment · Posted Apr 26, 2023 · Maddie F.

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Maddie F. commented,

Community comment Feedback - Ticketing system (Support)

Commenting here to say that the ability to filter and export data on users, specifically Agents, would make our lives much easier!

View comment · Posted Jan 25, 2023 · Maddie F.

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Maddie F. created a post,

Post Q&A - Chat, messaging, and widgets

Hi team,

I need a bit of clarity on session-based and persistent conversations.

For a bit of context, we are in the process of moving our chat offering to Zendesk. We are unsure if Live Chat or Messaging would be a better fit, but it seems Messaging may be best because of the workflow capabilities.

One of our requirements is if the customer returns to the chat/conversation window after a chat/conversation has concluded, this is treated as a new chat/conversation and routed to an available agent, rather than a continuation of the previous conversation. The customer does not need to end the conversation, but the agent must have the ability to end it so that any new conversation initiated by the customer is treated as a stand-alone chat/conversation.

From my understanding, this behavior is related to session-based conversations which are a feature of Live Chat, however, I'm seeing conflicting information about session-based conversations and Messaging.

For example, this article explicitly states that it is possible to have session-based conversations with Messaging: Messaging vs. live chat: Which is right for you?

But this article says the opposite: When do chats time out?

If anyone has suggestions or can provide clarity on this topic, I'd greatly appreciate it. It's unclear to me if this is a matter of just building out something to push a Messaging conversation to Solved and then Closed when the conversation concludes or if this requires further configuration.

 

Edit: if it's helpful, the experience we're looking for is similar to the experience of chatting with Zendesk at support.zendesk.com!

Edited Jan 19, 2023 · Maddie F.

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Maddie F. commented,

Community comment Q&A - Tickets and email

Tipene,

Strange, I've used this same format before but it's working now! Thank you for your help here!

View comment · Posted Jan 12, 2023 · Maddie F.

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Maddie F. commented,

Community comment Q&A - Tickets and email

Tipene,

Unfortunately, that does not work. It throws a configuration error and instructs me to check the console, but there are no associated error logs. I've made a note of the formats I've tried here: https://support.zendesk.com/hc/en-us/articles/4408893441818/comments/5286338861210

 

View comment · Posted Jan 11, 2023 · Maddie F.

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Maddie F. commented,

Community comment Q&A - Tickets and email

Unfortunately, contextual workspaces don't really help here as we are trying to limit access to certain areas

View comment · Posted Jan 10, 2023 · Maddie F.

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Maddie F. commented,

Community comment Q&A - Tickets and email

Ah, okay, that's a bit misleading then as it's mentioned explicitly that the ticket Form dropdown can be used. Can this article be updated then to explicitly state that the ticket Form dropdown cannot be used? https://support.zendesk.com/hc/en-us/articles/4408893441818

View comment · Posted Jan 10, 2023 · Maddie F.

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