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Harper Dane's Avatar

Harper Dane

Joined Aug 02, 2022

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Last activity Oct 15, 2024

Zendesk Luminary

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ACTIVITY OVERVIEW

Latest activity by Harper Dane

Harper Dane commented,

CommentTicket management

As another commenter mentioned, we desperately need to bring our old ticket data up to date with current forms and practices for clean data and reporting continuity. I've wasted dozens of hours writing custom Explore formulas to stitch together years of variations.

 

Very eagerly awaiting the ability to update Form and Custom Fields on Closed tickets. Once that's possible, I can update all our old tickets and delete hundreds of unused / deprecated fields from Admin.

View comment · Posted Sep 23, 2024 · Harper Dane

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Harper Dane commented,

Community comment Feedback - Ticketing system (Support)

James Hanley  Is there any further explanation on why this is not planned? Your team stopped domains like gmail.com from being auto-added to the Org creation screen, but refuse to do so for other massive private email domains like outlook.com, icloud.com, and att.net. Why?

 

Considering the amount of pain and suffering this causes, the community really should receive some kind of explanation about why we're expected to keep putting up with the purpose-built migraine called Organization creation…

View comment · Posted Jul 29, 2024 · Harper Dane

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Harper Dane commented,

Community comment Feedback - Ticketing system (Support)

+1 to this request. We have hundreds of fields, so displaying all of them at once renders the bulk update feature virtually useless.

 

At the very least, as a stop-gap to this pain point, please consider displaying fields in alphabetical order. Although it's an imperfect solution, at least it would make it easier for users to locate the fields they want to update in the list. Currently, fields are displayed in a completely arbitrary order, which only adds to the current headaches around bulk updating tickets.

View comment · Posted Jul 26, 2024 · Harper Dane

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Harper Dane commented,

Community comment Feedback - Reporting and analytics (Explore)

The inability to adjust trend line stroke / line weight is a real pain point. You could go blind trying to see them; they're too thin, and the uncustomizable colors means they blend right in to your column charts.

 

Try to find the yellow trend line in this example. It's like a Where's Waldo

View comment · Posted May 15, 2024 · Harper Dane

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Harper Dane commented,

CommentAccount settings of the ticketing system

Tim Burke  According to an official comment here from a Zendesk Product Manager, dark mode will be natively supported in Zendesk in “late 2024.” :) 

Many thanks to Zendesk for recognizing this as a major accessibility need and for taking action.

View comment · Posted Apr 19, 2024 · Harper Dane

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Harper Dane commented,

Community comment Discussion - Success with Zendesk

Hi there Naomi Greenall ,

I personally don't believe it's possible to obtain a complete view of agent performance using native Zendesk tools only. If you want a full understanding of agent performance (unless you have a very small tight-knit team) you'll probably need some add-ons sooner or later. That's because while Zendesk is excellent at tracking counts, those hard numbers often aren't actionable without deeper insights into root cause — it can be very difficult to determine the “how” and “why” of  these numbers using only native ZD metrics. 
For example: if an agent has a high solve rate, that could mean they're a super-efficient rock star. Or… it could instead mean they're cherry-picking your queue for easy tickets and leaving the heavy lifting to their colleagues. Solve rate also doesn't tell you if the agent is sending the correct answers to your customers on those tickets, or if they are following the correct processes to complete tasks.

 

Consider placing agent performance into 3 buckets: 

 

Ticket Efficiency Statistics (Hard Numbers):

  • Metrics: Tickets solved per day, time spent per ticket, one-touch tickets, reopens, average handle time, SLA adherence, etc. Check out the precanned “Zendesk Support” dashboard for many more examples.
  • If you haven't done so already, consider Zendesk's free Time Tracking app to enrich your time-related data.
  • Cost of Service: You can use data from the Time Tracking app to generate useful Cost Of Service metrics. While this probably isn't a report you want to share with agents, you can use this to identify possible training gaps and/or SOP and systems improvement opportunities.

Customer Satisfaction & Branding Metrics:

  • Metrics: Good:Bad customer ratings, % of cases escalated to a manager, brand/tone adherence, accuracy of answers provided. (You may need to build out a custom field + trigger framework to track escalations.)
  • If you do not have a formal QA process yet, consider tools like Klaus or Maestro for assessments.

Time Management Metrics:

  • Metrics: time + quality data like the above, but for work done outside of Zendesk (for example, in an OMS).
  • A Workforce Management (WFM) tool can provide data on agent activities done outside of Zendesk. This type of data will help you identify training gaps and streamline your SOPs, and provides deeper insights into what agents spend the most time on.

 

I hope this helps!

View comment · Posted Apr 18, 2024 · Harper Dane

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Harper Dane commented,

Community comment Feedback - Chat and Messaging (Chat)

We're having similar problems with this limitation, and it has even led to several customer escalations. Our inability to disable free text entry on certain steps isn't just a missing “feature,” it's a serious design flaw. 

 

I filed a similar “feature request” to fix this problem quite some time ago: 

https://support.zendesk.com/hc/en-us/community/posts/5405983960730-Messaging-Hide-text-entry-field-from-End-Users-on-certain-Step-types


Zendesk's own support team clearly understands why it's critical to disable the text entry field on certain “Form” and “Present Options” steps, since they've added that functionality to their own support widget. 

 

Hopefully the Product team will treat this with the extreme urgency it deserves… meanwhile, we're fielding angry chats and calls from irate customers whose only problem is they simply typed into the wrong box.

 

View comment · Posted Apr 17, 2024 · Harper Dane

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Harper Dane commented,

Community comment Feedback - Chat and Messaging (Chat)

Onur Okutan  Curious if this feature request has received any further traction with the Product team or if it's something that may be on the roadmap. 

Our inability to disable free text entry so that end users must choose from preset options continues to be a major pain point for our team. End users frequently use free text entry when they should be using buttons or fields instead, which kicks off a completely different flow and has even resulted in highly escalated customers calling to demand a manager after this awful chat experience.

We are desperate for a fix to this design flaw, and based on the comments here and on this related feedback thread, we are not the only ones urgently seeking a fix for this problem.

View comment · Posted Apr 17, 2024 · Harper Dane

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Harper Dane commented,

Community comment Feedback - Help Center (Guide)

Thank you, Gorka Cardona-Lauridsen!

I'm hopeful your product team will put this feature request into the roadmap; but in the meantime, I'll be on the lookout for any updates to the official documentation. If there's still a working recipe we could use to get the desired functionality, that'd be a big win.

In case it's helpful to know, the recipe I originally found (no longer working) is at this link: https://support.zendesk.com/hc/en-us/articles/5031162785434-Guide-recipe-Requesting-feedback-for-article-downvotes%C2%A0

View comment · Posted Mar 20, 2024 · Harper Dane

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Harper Dane commented,

Community comment Discussion - Success with Zendesk

We had a similar problem when we were using AnswerBot. Balancing good CX with efficiency is never easy.

Eventually I removed all intent training for "Talk to a human." I re-named that as "Transfer me" and did not add any other keywords or trigger phrases for it. Only the exact phrase "Transfer me" would work. This effectively turned the direct transfer option into a hidden menu item that you could only access if you knew the secret passphrase.

We then removed "Transfer me" as a visible option except at the end of topic flows where the customer indicated that they still need help. This forced customers to at least try to ask a question of the bot before they jumped straight to asking an agent.

You could also train a second branch where if the customer asks for an "agent," or "representative," instead suggest some popular topics / button options and invite them to type in their question if they need help with something else. If the customer types in a question the bot doesn't understand, you can configure it to transfer to an agent at that point.

We had okay success with this, but ultimately it's not a very customer-centric approach. We are instead moving to an LLM AI that's capable of engaging customers and answering their questions directly (not just suggesting articles or spitting out walls of text based on a keyword).

Customers can usually tell very quickly whether they're dealing with a sophisticated AI or a "dumb" keyword-based bot like AB; if the latter, they'll unfortunately almost always ask for an agent without even trying to use the self-service option.

View comment · Posted Feb 14, 2024 · Harper Dane

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