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D.Fitz

Joined Feb 28, 2023

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Last activity Feb 18, 2025

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Latest activity by D.Fitz

D.Fitz commented,

CommentTicket basics

We handle tickets in a handful of languages. If we get two Incident tickets, one German and one French, linked to one Problem ticket and then solve the Problem ticket, is there any way to have the response localized? Or would we just need to create some dynamic content and use a placeholder?

View comment · Posted Feb 18, 2025 · D.Fitz

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D.Fitz commented,

CommentCreating dashboards

Walter Bellante I didn't know that filters didn't allow users to go beyond the scope of dashboard restrictions, that is interesting. 
I still don't think that addresses the conflicting dashboard restrictions issue - if I have two conflicting filters I can simply exclude a report from a filter. If I have two conflicting dashboard restrictions then both restrictions will apply to all reports. 

View comment · Posted Feb 17, 2025 · D.Fitz

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D.Fitz commented,

CommentTeam members and groups

Any news on reordering statuses? We don't use the Away status at all, so it's just clutter in the list. Would be a vastly improved experience if we could remove it or at least move it down the list

 

View comment · Posted Feb 14, 2025 · D.Fitz

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D.Fitz commented,

CommentWorkflow best practices and recipes

We're finding that we lose all formatting when using dynamic content with the Auto-Reply. Is this a limitation or a bug? 

View comment · Posted Feb 13, 2025 · D.Fitz

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D.Fitz commented,

CommentCreating dashboards

I'm also quite concerned about the number of features that aren't replicable in the new dashboard builder. 
In our Agent Performance dashboards, we report on tickets updated and on CSAT. This means we need to filter the Tickets Updated report by Updater and filter CSAT by Update Assignee (as the end user is the updater in this case). 

It's not possible to exclude reports from Dashboard Restrictions, which means some reports simply won't function if we apply multiple restrictions. 

The alternative is to apply multiple filters and exclude the reports from the filters. However, as these filters are not hideable, there's nothing stopping agents from updating the filters to view the data of their colleagues. 

Seems like a pretty big oversight that is going to prevent us from continuing to use Zendesk for reporting on our agents' performance. 

As requested above, is there any kind of feature request backlog that we can add to to try and get the new dashboard builder in a usable state before launch?

View comment · Posted Feb 11, 2025 · D.Fitz

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D.Fitz commented,

Community comment Feedback - Ticketing system (Support)

It's been 8 years since the initial request to exclude On Hold tickets from the Next Reply Time SLA and, if i understand correctly, no progress has been made at all. 

Is there any plan to make the desired update? 

View comment · Posted Jan 14, 2025 · D.Fitz

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D.Fitz commented,

CommentEnd users and organizations

Is there a limit to the number of domains you can add to an Organization?

View comment · Posted Jan 10, 2025 · D.Fitz

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D.Fitz commented,

Community comment Feedback - Reporting and analytics (Explore)

Is this still not possible? Seems like a very basic feature

View comment · Posted Dec 11, 2024 · D.Fitz

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D.Fitz commented,

CommentMeasuring success

Tetiana Gron I appreciate the response but is there any way to get some sort of indication? Are we expecting this in H1 2025 or at some point in 2026? It's functionality that we require and the timescale is going to determine our own roadmap for the foreseable. 

View comment · Posted Nov 28, 2024 · D.Fitz

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D.Fitz created a post,

Post Feedback - Ticketing system (Support)

We're finding that limiting CSAT feedback to just one question is limiting, and it's hard to get a sense of agent performance as customers aren't distinguishing between the service they've received from the agent and, for example, their opinion of our product. Adding additional questions to CSAT would allow us to differentiate between the two. 

 

There are numerous apps in the marketplace that offer similar solutions, but these often come with unnecessary bells and whistles and a hefty price tag. Simply adding additional fields to the native CSAT survey would fix this. 

 

Posted Nov 21, 2024 · D.Fitz

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