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Sam Goulet
Joined Jun 21, 2023
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Last activity Feb 19, 2025
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Latest activity by Sam Goulet
Sam Goulet commented,
I'd like to echo what Jorge said, there's a number of grossly lacking features that are available in the old version. What worries us here is that there has been features such as customer info panel that were in beta that were later removed.
We cannot use the current beta of reports because 1- it's very incomplete and therefore unusuable and 2- we have no current guarantees that this change will stay.
I'd like to add that what you did with the dashboard was a step back. That new dashboard experience is not as feature rich as the previous legacy was. We were able to load banner images in the legacy editor and that has been removed. When I tried to migrate our dashboard, everything got broken and find myself having to start my dashboards from scratch. Basically 100 hours of work completely wasted because someone decided to rebuild something that was perfectly working.
I'd like to get a sense of where Zendesk team stands on these matters.
View comment · Posted Feb 19, 2025 · Sam Goulet
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Sam Goulet commented,
There's a post about this here: https://support.zendesk.com/hc/en-us/articles/8763325557018-Announcing-the-general-availability-of-autoreply-and-internal-note-actions-in-ticket-triggers
Roll out is supposed to be between now and Feb 12th, same thing for me, it's not available yet but hey just 1 week left to wait!
Joel reads our posts, I really appreciated my interaction with him, he clearly cares about the product he's managing.
View comment · Posted Feb 06, 2025 · Sam Goulet
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Sam Goulet commented,
Right on Joel!
Glad you folks finally got the work done, looking forward to use the feature as soon as it's available!
View comment · Posted Feb 05, 2025 · Sam Goulet
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Sam Goulet commented,
The sooner the better, we had just another case today where being able to add an internal comment from a trigger could have saved us a headache. Come on Zendesk folks, we've asked for a while, please flip that switch and get this back in the product ASAP.
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View comment · Posted Jan 10, 2025 · Sam Goulet
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Sam Goulet commented,
Zd come on, this is a big quality of life addition to add color coding. After all this time, still nothing?
View comment · Posted Dec 19, 2024 · Sam Goulet
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Sam Goulet commented,
+1000 for all the color coding we can do with views. Priority / tags / assigneee names etc all a must have.
Currently using Zest extension and really would be nice to have this built in with options to natively change this. Come on Zendesk, make it happen please ;)
View comment · Posted Dec 19, 2024 · Sam Goulet
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Sam Goulet commented,
Elaine, your link is broken. This link is also on the landing page for Dashboards and it is also broken. You should revise your links posted so we are not left in the dark about this.
I have a few concerns here. We had beta experiences with the customer info tab that eventually got removed.
One reason I did not start using Dashboard beta was because I was afraid that it was also going to get removed. Is the Beta for Reports expected to stick around or are we in another “evaluation” phase and it may also get removed?
Finally, REALLY not a fan of the new dashboard builder, it completely removed all the customization we could do. I had made some very nice looking reports and now I have lost this ability. That seems like a massive step back and I don't understand the rationale in removing the ability to add images to dashboards (think about all these banners we had in our dashboards and now they're gone), and the dashboard background, (we may want to not use a white background for our dashboards). This is really frustrating to use the migration tool and to find out that none of the dashboard's core look remains. I'm quite dismayed about the amount of work that is now added on my plate to re-do all the visually appealing dashboards I had previously spent hours upon hours to build. This makes no sense.
View comment · Posted Nov 07, 2024 · Sam Goulet
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Sam Goulet commented,
Hi Joel, I would love to setup a chat with you to discuss this further, and thank you for the response!
View comment · Posted Oct 17, 2024 · Sam Goulet
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Sam Goulet commented,
hey folks please go vote on that feature request if you want this to happen!
View comment · Posted Oct 03, 2024 · Sam Goulet
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Sam Goulet commented,
Going to copy my comment from that other thread to drive the point home. I will stress that I'm a HUGE fan of ZD and appreciate that the team does read these ;) That being said…
Having to have this discussion in the first place is a bit ridiculous. Why should we have to resort to paying more for something as basic as this.
Here's our scenario that in my opinion is so basic yet ZD is not implementing part of it and putting a paywall for the other part. We have our customer facing portal, and we had a need to give the clients the ability to bump the priority of their tickets if things changed on their end or the impact on their business (custom field) become more severe. We also used this for another custom field labelled “ticket update interval” that influences how often we send them updates.
As most of you know, the feature for an end user to edit their tickets after it's submitted does not exist out of the box. We had to resort to “API kung fu” to achieve this because apparently ZD doesn't want customers to edit tickets once they're submitted. I believe there's existing requests for this but that's besides the point. The point is we had to develop the system further to achieve a basic feature that really should be built in. ZD is a pretty powerful tool and it's great for lots of things but some other things are lacking and it does not always make sense. I'm a huge fan of ZD, I've been the advocate in my organization for the platform but that said, things like what's discussed here in this thread gives me pause.
When our customers are changing the priority of the tickets or the other two fields, I NEED to indicate it in the ticket in a visible way other than a tag or other custom field added that will further clog the interface. I would prefer to add an internal note that has a timestamp that says “Hey this client bumped the priority of the ticket”. I dont' want to have to go through the whole API Kung Fu fight all over again to add a webhook just to do something basic like this.
I will also say a huge NO to ai. Our organization prides itself in having humans replying to our clients. We are NOT going to go and adopt some AI stuff, we prefer the human factor, yes it means having boots on the ground so to speak but that's what makes us better in our industry. And I did do a trial of the ZD AI features and not only are they feeling as lacking and incomplete, they are just not good enough to justify the steep increase in cost. So putting this behind paywall is just not ideal, and really it's disappointing considering as others said it is not something that requries ai on other platforms. Also, things such as copilot, chatgpt etc are free and you can achieve most if not all of what your AI solution is providing via other better free options or very small costs.
I get that ZD is trying to recoup some R&D costs into AI by asking customers to pay for these new features. AI is the cool fad right now, people are all over it but it's also often inaccurate, it's disruptive and it's just not the same as talking to a person. (I'm not even going to go over bots…) Putting basic things behind a paywall that are not really related to AI is not great. ZD is already very expensive compared to other solutions so this AI feature is just an added cost that is a very hard sell to management that is budget conscious, especially since there are many free options out there.
ZD team, we really like your product, it's awesome, please do the right thing and not put simple features behind paywalls, do not remove useful features and put behind paywalls, please understand that not everyone needs AI.
View comment · Posted Oct 03, 2024 · Sam Goulet
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