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Ashley Caputo's Avatar

Ashley Caputo

Joined Aug 11, 2023

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Last activity Jan 16, 2025

Zendesk Luminary

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ACTIVITY OVERVIEW

Latest activity by Ashley Caputo

Ashley Caputo commented,

CommentPublishing and sharing dashboards

Glad to hear that PDFs will again be available for scheduled deliveries soon.

Please consider adding an “Until stopped” or “forever” option to the Run for section. This adds unnecessary maintenance to an automated task. Maybe instead there could be an automated email every 12 months as a reminder to remove the scheduled report delivery if it's no longer needed, but without an actual interruption to the delivery. 

View comment · Posted Nov 21, 2024 · Ashley Caputo

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Ashley Caputo commented,

CommentWhat's new in Zendesk

1. Is the Discover page in Admin center only available for account owners? Our account owner has this page, but as an admin, I don't see it.
2. Was there a recent update to add the brand field to all ticket forms? We have not turned on multi-brand yet, we only have 1 brand and we're now seeing this field on all tickets.

View comment · Posted Nov 20, 2024 · Ashley Caputo

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Ashley Caputo commented,

Community comment Feedback - Zendesk AI and automation

Agree with all of these suggestions here. I would like to add that I'm struggling with the disconnect between the intents and the conversations themselves. There is no where to see which intents are applied to which conversations. If I build a flow using an intent, I have no way to verify that it is working correctly. The insights dashboard gives me an overview number of times an intent was detected, but I can't drill in to see which conversations this includes. Separately, I'm able to view conversations, but I'm not able to see which intents they are associated with. Building any flows using intents would just be a shot in the dark. 

View comment · Posted Sep 20, 2024 · Ashley Caputo

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Ashley Caputo commented,

CommentReceiving and giving feedback with Zendesk QA

The information presented on the Calibration dashboard is great to be able to see the QA variance across different reviewers. It seems like this information can only be downloaded conversation by conversation. Is it possible to download this information in aggregate so that we can track the variance of reviewers over many sessions?

View comment · Posted Sep 18, 2024 · Ashley Caputo

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Ashley Caputo commented,

Community comment Feedback - Ticketing system (Support)

This is definitely needed. It doesn't make sense that editing all org tickets is an all or none Organizational level option and not on a user based level. Not having this granular option makes the capability useless for many of our customers because not everyone should be able to edit all tickets in an organization.

View comment · Posted Apr 24, 2024 · Ashley Caputo

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Ashley Caputo commented,

CommentTicket management

We have a specific email thread where each customer response is being suspended. I don't remember the cause, but it might be "automated response email." Is there a way to clear an email thread of a particular suspension cause entirely? I know this email is fine and I don't want to have to monitor the suspension queue so often for this one particular email's responses.

View comment · Posted Mar 22, 2024 · Ashley Caputo

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Ashley Caputo commented,

Community comment Feedback - Ticketing system (Support)

Would love this feature too! We're really making use of Organization custom fields and the views I need are far more complicated to make than they have to be. 

View comment · Posted Mar 15, 2024 · Ashley Caputo

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Ashley Caputo commented,

Community commentAnnouncements

@... sounds great and I'd love to join! The link isn't working to sign up right now.

View comment · Posted Feb 27, 2024 · Ashley Caputo

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Ashley Caputo commented,

CommentTeam members and groups

Hi Shawna, It's not product feedback, I'm just curious about the timeline for one of the limitations described in this article. Thanks for taking a look!

View comment · Posted Feb 26, 2024 · Ashley Caputo

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Ashley Caputo commented,

CommentTeam members and groups

Is there an update on the timeline for when this will be supported?

  • Explore dashboards will show per channel agent statuses but not unified custom statuses yet. This will be supported in later releases.

View comment · Posted Feb 24, 2024 · Ashley Caputo

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