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Jay Scott

Joined Mar 09, 2023

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Last activity Dec 29, 2023

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ACTIVITY OVERVIEW

Latest activity by Jay Scott

Jay Scott commented,

CommentTicket basics

How do we ADD fields to the Agent View Properties Panel?

View comment · Posted May 18, 2023 · Jay Scott

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Jay Scott commented,

CommentAccount settings of the ticketing system

Really wish you could build this in. We do not wish to utilize 3rd party extensions. This functionality should be made available from Zendesk direct and not 3rd party vendors. 

View comment · Posted May 01, 2023 · Jay Scott

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Jay Scott commented,

Community comment Feedback - Admin Center

Yes, a customer support software company should have zero seconds with bots once a person requests "agent" etc.

View comment · Posted Mar 10, 2023 · Jay Scott

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Jay Scott commented,

Community comment Feedback - Ticketing system (Support)

This is a stupid feature, It clutters up my dashboard with comments from tickets that have already been solved. WTF, who wants this? We want to be looking forward or at present. The moment a ticket is solved this shyt needs to be removed from the dashboard. I now have bunches of them from solved tickets... what good does that do me?

View comment · Posted Mar 10, 2023 · Jay Scott

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Jay Scott created a post,

Post Feedback - Admin Center

Please add a preview window in triggers and automations where we can paste our templates and preview what the output would look like for customers... Tech support showed me a way to create a trigger to do this, and i have done so, but it is too many steps... I now have to open and update a ticket in order to preview what my customers would see.... Conversely, If there was a preview box.... or even a Preview tab in the advanced settings somewhere, where we could paste our ideas and it populate a live preview of our language with placeholders and macros. This would go A LONG WAY for helping us edit on the fly MUCH FASTER.

Posted Mar 10, 2023 · Jay Scott

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Jay Scott commented,

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

@Jacob,

Thank you for that... It is a little bit helpful...

Maybe using a specific would help... Below is an automation I created with intentionally too much on it... I wanted to see what each of the below come up as in the customers email survey... Unfortunately, not all of these show in the macro preview screen....

_

_

_

Hi {{ticket.requester.first_name}},

Thank you for submitting your request - " {{ticket.title}} "


The Connell IT department would love to hear what you think of our customer service. Please take a moment to answer one simple question by clicking either link below:

{{satisfaction.rating_section}}

{{satisfaction.current_rating}}

{{satisfaction.current_comment}}

{{satisfaction.positive_rating_url}}

{{satisfaction.negative_rating_url}}

{{satisfaction.rating_url}}

Here's a reminder of what this request was about:

{{ticket.description}}

 

View comment · Posted Mar 09, 2023 · Jay Scott

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Jay Scott created a post,

Post Q&A - Objects, workspaces, and rules

Is there any place where we can paste in place holders to preview what they look like for testing purposes prior to adding them to an automation, trigger, email or any other place in zendesk? 

We would like to be able to cusomize emails for CSAT and live test the output instead of having to wait an our for the survey to be pushed out. etc.

By having a preview location, we can see and edit outcomes prior to adding them live. 

Posted Mar 09, 2023 · Jay Scott

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Jay Scott commented,

Community comment Feedback - Ticketing system (Support)

1000000% Agree!!!!

I just put in a ticket for CSAT. So we have an automation for customer survey. I am using many placeholders... I just want to see what the user is going to see.... So what, I have to wait in hour per the automation in order to see what my edits did? There needs to be a preview pane SOMEWHERE.... Even if you have a preview window in settings where you can copy paste from somewhere else (triggers, automations, etc) and see what the output will look like so you can edit on the fly without waiting hours to see change results. 

View comment · Posted Mar 09, 2023 · Jay Scott

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