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Mark Leci's Avatar

Mark Leci

Joined Sep 29, 2022

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Last activity Jan 30, 2024

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Latest activity by Mark Leci

Mark Leci commented,

Community comment Q&A - Users, groups, and organizations

This does make it sound like you should be using organizations as well as groups. You can add the agents to those organizations so they can only see those tickets. You could then use the groups for types of issues (like networking). This is a more common setup.

I've also seen cases where people are added to multiple groups, so in your example with schools as groups, everyone in the network team would be in every group. It's kind of a pain to manage that way but it's less of a change from what you're doing today. In that case the light agent wouldn't lose visibility to the ticket

View comment · Edited Jan 30, 2024 · Mark Leci

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Mark Leci commented,

Community comment Q&A - Users, groups, and organizations

Stephan Marzi right - so cloning the light agent role will not help if the reason for using light agents is to prevent additional licensing costs. 

View comment · Posted Jan 30, 2024 · Mark Leci

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Mark Leci commented,

Community comment Q&A - Users, groups, and organizations

just to clarify Stephan Marzi - it's not currently possible to create a new role for light agents. So if the concern is licensing, you have to use the light agent role even with enterprise (which we use). 

View comment · Posted Jan 30, 2024 · Mark Leci

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Mark Leci commented,

Community comment Q&A - Objects, workspaces, and rules

Definitely agree that SLAs are a better approach here and I would really strongly advise that you use them. I've found that using non best practice or more complex methods tends to spring surprises later on (we've had multiple issues in this area!) and is really only a good idea when the built in functionality doesn't meet your needs. I don't expect that's the case with Zendesk SLAs though since you can do quite a bit of heavy lifting with them, particularly once you include triggers or automations. And you can of course build views based on the SLAs. 

I would also be interested to hear the whole process you're using. When an agent adds a reply, are they marking the ticket as pending? If so, trigger 3 isn't really needed. And if not, you're probably losing out on metric data that could be useful. 

View comment · Posted Jan 29, 2024 · Mark Leci

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Mark Leci commented,

Community comment Q&A - Help center and community

I second Jacob the Moderator's note - we use Ticket field manager and it has been a huge benefit because we have multiple teams all using different forms, fields and values. The biggest benefit for us has been the ability to conditionally make certain fields read only and conditionally hide certain dropdown options, which is totally impossible using any other method afaik in Zendesk. Contextual Workspaces are ok but don't yet offer the flexibility that most teams need. 

View comment · Posted Jan 29, 2024 · Mark Leci

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Mark Leci commented,

Community comment Q&A - Help center and community

Michelle Erikson this is interesting for sure! Categorizing tickets is one of the biggest challenges of an effective support organization, and I've very rarely seen it done well. If you have been able to successfully categorize issues with a single tag per issue that is very impressive, but tbh Zendesk is not really set up to work best with that type of setup, which I think is what you're seeing now. It's more typical for tickets to have a lot of tags, mostly due to fields or automations, which then gives you a lot of reporting options. For example, you can use automations or triggers to assign tags if a combination of circumstances applies, or if a macro is used etc., which then lets you report on exactly when that event is happening and what the outcome is (good csat, good response time etc.). My point is that I would challenge your assumption that a single tag per ticket is preferable. It might be a change but multiple tags per ticket is a good path forward. When it comes to your fields and categorization, this does mean that you have to be really careful about selecting non-overlapping categories. For example, if your ticket types are something like 'bug, performance, satisfaction' that's not ideal because they are all describing different things. You might find you need multiple fields to capture everything accurately. 

I hope this helps a little but I would love more information about what you're doing today and why this approach has been successful so far!

View comment · Posted Jan 29, 2024 · Mark Leci

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Mark Leci commented,

Community comment Q&A - Users, groups, and organizations

Kyle Kowalsky this is a really interesting challenge! As you've probably read, you can't limit the tickets light agents can see without using groups. So that leaves you really with the only solution of using groups per school. That being said, I'd be interested to hear why you're looking to bring light agents into the mix. For example, if you want to give people read only access to tickets, there may be other ways to surface that information (without licensing everyone) that don't require you to change your setup. 

View comment · Posted Jan 29, 2024 · Mark Leci

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Mark Leci commented,

Community comment Feedback - Ticketing system (Support)

It might not be a popular opinion but from what I've read a lot of the reasons people are asking for this option come down to not understanding the zendesk system or not managing tickets properly. That's not to say there are no valid reasons to edit closed tickets, but I strongly suspect that just being able to edit closed tickets is not going to solve some of these problems for people because they are process issues and not flaws in the application. I recommend that we really look for any possible other solutions before assuming editing closed tickets is the best fix.

If it helps anyone, we've set up a number of required fields so that tickets can't be closed without those fields present. If a ticket is closed without a field we want being populated (for example by an end user) we flag that ticket and it doesn't auto close (we do this using triggers and changing the auto close automation). So we don't need to edit the closed tickets really.

We do also use zapier with zendesk pretty heavily. In most cases we have the zaps set up to stop if the ticket is closed (because it can't be edited at that point). In some cases depending on the zap we filter out the closed tickets so it wouldn't even try to update zendesk. I would say this can be managed without too much trouble.

Please feel free to message me directly if you want further info on how I'm managing these things.

View comment · Posted Jan 25, 2024 · Mark Leci

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Mark Leci commented,

Community comment Feedback - Reporting and analytics (Explore)

Elaine unfortunately this isn't what I'm looking for unless I'm missing something. A calculated metric will measure the data along the provided date range, so for example provide a sum over the last 2 years. The sum calculated is incorrect but since this isn't what I was looking for, I didn't look into that further

What I was looking for is a way to show the year and month in a single column and calculate based on that so it can be exported and be useful immediately. I was able to almost solve this using a calculated attribute, but this isn't quite right. Even when sorted like a time attribute, the dates are ordered alphabetically within the year, not by month. I am guessing this is because the result of the formula is a string, but converting to a number or date doesn't work. 

 

 

 

View comment · Posted Dec 14, 2023 · Mark Leci

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Mark Leci commented,

Community commentZendesk Explore EAP - Quick reports using natural language processing

I really like the CSAT trends by topic one - I feel like this would be quite a few steps to implement in Explore manually. 

View comment · Posted Nov 30, 2023 · Mark Leci

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