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Erica

Joined Oct 05, 2023

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Last activity Jan 24, 2025

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ACTIVITY OVERVIEW

Latest activity by Erica

Erica commented,

CommentTicket management

+1 to everyone else regarding the need for editing ticket fields over ticket tags. That's the biggest gap for us when cleaning up our database so that reporting is correct and we don't have to select different values that no longer apply. 

View comment · Posted Oct 07, 2024 · Erica

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Erica commented,

Community comment Feedback - Ticketing system (Support)

Chiming in with everyone else that it significantly slows down our efficiency, especially in a high-volume environment. Please move the notification because this is a big UX problem. Agree with Gabrielle's sentiment about moving it further into the navigation bar with all that blank space. This is hugely painful, causing massive friction. Moving notifications should not be technically difficult 😞

View comment · Posted Sep 05, 2024 · Erica

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Erica commented,

CommentGetting started with Zendesk AI

Also echoing everyone else above that removing basic functionality and sticking it under a Paid add-on is counterintuitive, especially for Enterprise users. As our staff grows, genuinely thinking about moving away from the platform in favor of a company who values what their customers are actually saying. 

View comment · Posted Aug 28, 2024 · Erica

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Erica commented,

Community comment Feedback - Ticketing system (Support)

+1 one for needing it internally. We have Slack notifications that are pushed if an SLA is nearing breach at certain intervals of 3 and 2 hours left. That's great, but the notification isn't accurate because there isn't a way to input a placeholder to display what the actual SLA breach date/time is. 

View comment · Posted Jul 09, 2024 · Erica

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Erica commented,

Community comment Feedback - Ticketing system (Support)

There have been 3 roundtables, 2 years and little to no progress. The same has been true for customers begging to edit closed tickets for 11 years. What's happening internally that causing your VOC program to fail?

View comment · Posted Oct 05, 2023 · Erica

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