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Jennifer Gillespie
Joined Mar 13, 2023
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Last activity Apr 11, 2024
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Latest activity by Jennifer Gillespie
Jennifer Gillespie commented,
I'm checking out the new Dashboard that was released today and it is only showing State Details for 2 of our 76 team members (only filter being used is the date range). Is data still being migrated in for this new dashboard? Or why am I not able to see the state of all team members in this dashboard?
View comment · Posted Apr 11, 2024 · Jennifer Gillespie
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Jennifer Gillespie commented,
Shaun Murray No. I have not received any feedback on this one from Zendesk.
View comment · Posted Dec 01, 2023 · Jennifer Gillespie
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Jennifer Gillespie commented,
What about seeing how much time each agent spent on a ticket (1 ticket, all tickets for 1 day)?
View comment · Posted Nov 10, 2023 · Jennifer Gillespie
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Jennifer Gillespie commented,
Agree with Eleanor...the team typically looks back at tickets they've worked when a similar one comes in. Only having the search option for this creates a lot more time to get to what they want to find with all the tickets we have in our system.
View comment · Posted Nov 09, 2023 · Jennifer Gillespie
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Jennifer Gillespie commented,
Please reconsider...since Zendesk has an event option it would be easy enough to have in the event and audit trail for any edits just like it does for any field value that is updated over time. Offering comment edits from the Agent side would not impact the integrity of the system if an audit trail is present for all history (which you already do). Every ticketing system I've used or use besides Zendesk offers the option to edit/update a comment and then tracks the pre/post save values historically in the audit trail.
View comment · Posted Nov 02, 2023 · Jennifer Gillespie
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Jennifer Gillespie commented,
Shawna James I can make note of that; however, you might want to make sure your Support folks know that as they are the ones that sent me to this location and told me to log it here.
View comment · Posted Oct 19, 2023 · Jennifer Gillespie
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Jennifer Gillespie created a post,
So we really like the idea of using Followers; however, losing quick visibility to if folks are cc'd or not on the ticket is going to create extra work for my team. With the old functionality anyone can quickly see if there are or are not cc's. With the new functionality we know have to either create a Public Reply or check Events to see who is a cc before we are ready to send a reply. Is there a way to request an enhancement to bring back the 'cc' box at least for viewing (can be read only) so someone can quickly see if anyone is or isn't a cc on a ticket?
Losing the ability to quickly see who's a cc and only being able to see that on a Public Reply to me says we went backwards on the cc feature when you added the Followers option.
Posted Oct 13, 2023 · Jennifer Gillespie
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Jennifer Gillespie commented,
So we really like the idea of using Followers; however, losing quick visibility to if folks are cc'd or not on the ticket is going to create extra work for my team. With the old functionality anyone can quickly see if there are or are not cc's. With the new functionality we know have to either create a Public Reply or check Events to see who is a cc before we are ready to send a reply. Is there a way to request an enhancement to bring back the 'cc' box at least for viewing (can be read only) so someone can quickly see if anyone is or isn't a cc on a ticket?
Losing the ability to quickly see who's a cc and only being able to see that on a Public Reply to me says we went backwards on the cc feature when you added the Followers option.
View comment · Edited Oct 11, 2023 · Jennifer Gillespie
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Jennifer Gillespie commented,
Sydney Neubauer Interesting. That honestly is super unhelpful for us when we sometimes just need to see who's been cc'd without having to write/start a public reply. We regularly save/add new cc's before making the reply to ensure that they are not forgotten (that part is feedback for Zendesk). I appreciate you letting me know about your experience. I've logged a ticket with support so we'll see what I can find out from them on this topic.
View comment · Posted Oct 11, 2023 · Jennifer Gillespie
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Jennifer Gillespie commented,
I noticed when I enabled Followers that I no longer get the box to show me who's a 'CC' on the ticket also. Why is that box disappear when the Followers are enabled OR I opt to use the new CC and Followers functionality (with Followers turned off)?
View comment · Posted Oct 09, 2023 · Jennifer Gillespie
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