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Jeremiah Squilla

Joined Apr 25, 2024

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Last activity Jun 26, 2024

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Latest activity by Jeremiah Squilla

Jeremiah Squilla commented,

Community comment Feedback - Ticketing system (Support)

Thanks Amie Brennan I did see that it could be achieved by editing the code, but would rather not have to do that. It seems like being able to set a prefilled Subject and Description for forms would make the most sense. I understand that the fields are needed but for many forms those fields are already defined by the form. In fact, all of my forms have those fields already implied by the nature of the form so asking an end user to enter the information again is redundant. I am constantly getting asked to change it by the end users. Such a simple change could make such a big improvement and to the platform. I'm realizing that this is likely not the platform for us and we need a more complete ITSM solution. Just riding out the contract at this point as I work on migrating to something else. 

View comment · Posted May 08, 2024 · Jeremiah Squilla

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Jeremiah Squilla created a post,

Post Feedback - Ticketing system (Support)

An update to the “Forms” to be able to create “Service Requests” as opposed to “Incidents” would make Zendesk more of a complete ITSM system. It seems like it would be a small change that would make a huge improvement for the platform. Having two separate ticket types for SLA and routing would bring Zendesk more in line with other platforms. Also, a services page similar to the existing Help Center, that can display the service requests by category. It seems like Zendesk is geared toward external customer support, which I believe would still benefit from this change, but many companies use it for internal support, which is where this would be a big improvement. 

Posted Apr 29, 2024 · Jeremiah Squilla

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Jeremiah Squilla created a post,

Post Feedback - Ticketing system (Support)

Please make the “Subject” and “Description” fields optional or pre-fillable for Forms. It makes no sense to have users enter a subject and description for a specific form, when those values are already known. This would help us create “service requests” for IT to fulfill, like new software or hardware, permissions and access, and other pre-defined things. Having the user manually enter these fields is a waste of time and energy, and defeats the purpose of creating the forms. 

Posted Apr 29, 2024 · Jeremiah Squilla

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Jeremiah Squilla commented,

CommentTicket customization

Please make the “Subject” and “Description” fields optional or pre-fillable for Forms. It makes no sense to have users enter a subject and description for a specific form, when those values are already known. I am struggling to make this platform work, but likely will change to one with support for a service request catalog and decent user support portal.  

View comment · Posted Apr 25, 2024 · Jeremiah Squilla

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