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Scott Tynan

Joined Apr 10, 2024

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Last activity Feb 13, 2025

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ACTIVITY OVERVIEW

Latest activity by Scott Tynan

Scott Tynan commented,

Community comment Feedback - Ticketing system (Support)

To get around this challenge we installed the free attachment manager app so that we could open the app to see all attachments for the ticket. 

 

View comment · Posted Feb 12, 2025 · Scott Tynan

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Scott Tynan commented,

Community comment Feedback - Ticketing system (Support)

Indeed our agents go straight to the views too, they almost never use agent home except to look at their satisfaction score. 

 

View comment · Posted Feb 12, 2025 · Scott Tynan

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Scott Tynan commented,

Community comment Feedback - Ticketing system (Support)

yes yes 100% yes this would be so helpful. 

View comment · Posted Feb 12, 2025 · Scott Tynan

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Scott Tynan commented,

Community comment Feedback - Ticketing system (Support)

+1 agree, more and more customers are sending this file type and it makes the agent UX painful.

 

View comment · Posted Feb 10, 2025 · Scott Tynan

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Scott Tynan commented,

Community comment Feedback - Ticketing system (Support)

View comment · Posted Feb 10, 2025 · Scott Tynan

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Scott Tynan created a post,

Post Feedback - Ticketing system (Support)

Description:

As an admin and agent, I am requesting a feature that allows us to record "skills" at the organization level within Zendesk. This feature would significantly enhance our workflow and improve efficiency in the following ways:

  1. Use Case:
    • We have multiple programs that our customers can belong to. We would like to record these programs as "skills" at the organization level.
    • When a ticket is created for an organization, it should automatically be tagged with all the programs (skills) that the organization belongs to.
  2. Current Challenges:
    • Currently, agents need to manually triage incoming tickets and assign them to groups or add skills manually. This process is time-consuming and resource-intensive.
    • Without this feature, there is a risk of tickets being assigned to agents who may not have the necessary knowledge about the specific programs, leading to inefficiencies and potential delays in resolution.
  3. Desired Outcome:
    • By having the ability to record skills at the organization level, tickets can be automatically tagged with the relevant skills when they come in.
    • This ensures that only agents with the appropriate knowledge and training can pick up these tickets, leading to faster and more accurate resolutions.
  4. Additional Details:
    • This feature would streamline our ticket assignment process, reduce manual effort, and improve overall customer satisfaction by ensuring that tickets are handled by the most qualified agents.

We believe that implementing this feature would greatly benefit our organization and enhance the overall efficiency of our support operations.

Posted Feb 07, 2025 · Scott Tynan

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Scott Tynan commented,

Community comment Feedback - Ticketing system (Support)

+1 yes, but not just rich text full WYSIWYG editing. 

View comment · Posted Feb 06, 2025 · Scott Tynan

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Scott Tynan commented,

Community comment Feedback - Ticketing system (Support)

There is a great tool that is perfect for this called “HotJar” it records the users session and allows you to analyse their behaviour etc.  It would be fantastic to combine this sort of feature into the system. 

View comment · Posted Feb 06, 2025 · Scott Tynan

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Scott Tynan commented,

CommentWorking with articles in the knowledge base

I would call this a single strategy with five steps, semantics, I guess. 

 

View comment · Posted Feb 06, 2025 · Scott Tynan

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Scott Tynan commented,

Community comment Feedback - Ticketing system (Support)

+1, yes yes yes, 

View comment · Posted Feb 06, 2025 · Scott Tynan

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