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Attractive.Media
Joined Feb 26, 2023
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Last activity Mar 27, 2023
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Latest activity by Attractive.Media
Attractive.Media commented,
Opening this to 30 views is very much the wrong approach. Just remove the limitation and put in a nested view. You already do nested views in the admin navigation pane. BMC Remedy, Ivanti, ServiceNow, Salesforce....all of these allow for a nested (unlimited) views option. THIS IS MAJORLY impacting our ability to do appropriate service management monitoring of our work queues and SLAs.
Agree wholeheartedly. When I heard that Zendesk was "trying out" a new "hard limit" on their software's functionality, I felt the exact same way. It seems that the slow rollout of these relatively minor feature requests demonstrates what seems to be a flaw in Zendesk's philosophy, wherein they shape the customer experience, rather than vice versa. Many organizations have the issue, but it definitely will cause them to lose a major portion of their base if this is not corrected, especially with just how many solutions there are on the market today which say "Yes" to all the things Zendesk says "No" to.
I do love Zendesk's tech though, and I really don't want to move. I'd rather it just get figured out and have feature requests not take 3 years, specifically when these have gained so much traction & support.
Cheers.
View comment · Posted Mar 27, 2023 · Attractive.Media
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Attractive.Media created a post,
I don't think setting business hours is the best idea for allowing/denying the chat bot to try & connect to an agent. Sometimes people work in off hours, and sometimes people aren't in front of their PCs during the entire workday.
The Chat Bot should simply check if there are active agents online and if so, it connects the chat. If not, it opens a ticket.
Simple enough, no?
Posted Mar 01, 2023 · Attractive.Media
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Attractive.Media commented,
How long will this take to implement? Is there a development roadmap?
A proof of concept back in 2021, and no further update until now? This isn't the only ̶B̶U̶G̶ Feature Request that Zendesk has approached this way. It's obviously a popular request with over 100 upvotes (an unusually high number) and leveraging a third-party addon is patently ridiculous for such a feature expressly limited by Zendesk's codebase.
Freshdesk is looking better and better.
View comment · Posted Mar 01, 2023 · Attractive.Media
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Attractive.Media created a post,
Site visitors can only enter their name & email address, while nothing else they type or might want to say comes through to us? What exactly is the benefit of us collecting any info after hours at all if we're going to have to break the ice again the next day with no ammo in our customer service arsenal?
Please Clarify: If I want to have these basic extra fields (Category of Issue, Description of Issue), I need to pay an additional $100/month for Sunshine Conversations?
If so, this is unacceptable. The amount we already pay to Zendesk should cover this simple ask. It's very bad that we don't have the capability to add these fields if the system is just going to create a ticket anyway.
Posted Mar 01, 2023 · Attractive.Media
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Attractive.Media commented,
Site visitors can only enter their name & email address, while we are unable to categorize and/or sort these messages?
Please Clarify: If I want to have these basic extra fields (Category of Issue, Description of Issue), I need to pay an additional $100/month for Sunshine Conversations?
If so, this is unacceptable. The amount we already pay to Zendesk should cover this simple ask. It's very bad that we don't have the capability to add these fields if the system is just going to create a ticket anyway.
View comment · Edited Mar 01, 2023 · Attractive.Media
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Attractive.Media commented,
Thanks, Andy. It does seem like many people have been wishing for these features for quite a long time. Now, I'm new here...but I always held the name Zendesk in high regard. Their software is indeed quite nice and expandable, but it's these seemingly "hard pass" issues like...
- No Support Ticket Merge Undo (321 Mega Privacy Concern!)
- Clunky Support Ticket Merge (Why Pick These Tickets?)
- Clunky Support Interface Navigation (What's a Back Button?)
- No Deleting Ticket Comments. Ever. (Public/Private - Whose Data Is It?)
...that unfortunately overshadow for me many of the great features it boasts like Macros, Triggers, and Automations. Who knows. Maybe 2023 is the year they truly put these issues out to pasture.
View comment · Posted Feb 27, 2023 · Attractive.Media
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Attractive.Media commented,
Yeah, unfortunately I can already see us moving from Zendesk soon because of this restriction among the massive privacy-infringing ticket merge issues which remain unresolved & unprioritized.
View comment · Posted Feb 27, 2023 · Attractive.Media
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Attractive.Media commented,
I'd much rather have an UNDO BUTTON than "safeguards against accidental merges," although truthfully it already probably shouldn't be so dang easy to merge different user's tickets together, being that it's a massive privacy concern. Wow. How could this be so ignored for so long?
Just do the merge process, but in reverse! And when you do the merge process, don't destroy any data...just save it in case an undo is needed to happen.
We did not know about this limitation before purchasing and moving our entire support platform to Zendesk. This is something that very well could cause MASSIVE legal implications for both Zendesk and its clients...so please let us know when this issue will be resolved.
We need actual dates, not gross estimations, not a statement subject to change like the wind. Your customers need something concrete and real. You acknowledged this massive problem back in Aug '21 latest.
We're now going on 1.5 years and no forward progress. What gives? I thought you guys were the best of the best?
View comment · Edited Feb 27, 2023 · Attractive.Media
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Attractive.Media commented,
Just fell victim to this. Can't believe there's no undo button..after all this time?
View comment · Posted Feb 27, 2023 · Attractive.Media
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Attractive.Media commented,
Agreed. Please see my feedback when you can. Thanks!
View comment · Posted Feb 27, 2023 · Attractive.Media
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