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Dan Ross

Joined Apr 24, 2024

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Last activity Feb 07, 2025

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Latest activity by Dan Ross

Dan Ross commented,

CommentSalesforce integration

Thanks Karan Shah for the reply. 

It would be super if multi-select ←->multi-select sync existed, as text fields don't generate tags for workflow automations. Please consider this for future development!

Free text fields are the enemy of usefulness. 
 

View comment · Posted Jan 09, 2025 · Dan Ross

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Dan Ross commented,

CommentSalesforce integration

Does this integration support mapping SF multiselect fields to Zendesk multiselect fields? Either way, can the chart be updated to indicate this?

View comment · Posted Dec 02, 2024 · Dan Ross

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Dan Ross commented,

Community comment Feedback - Apps and integrations (Platform)

+1, I've also struggled with this. Being able to sync the values from SFDC to Zendesk picklists could solve a lot of failed-to-sync headaches.

 

Some questions would need to be answered though including things like:

1. What happens if a value is deleted from a picklist in Salesforce?
2. What happens if a mapped value is deleted from a dropdown in Zendesk?
3. In either scenario, what happens to records that contained that value? What should happen?

It would also be great to get some kind of option to alert when syncs fail. I'd love to connect that to a Slack channel that fires alerts on failure. 

View comment · Posted Oct 15, 2024 · Dan Ross

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Dan Ross commented,

Community comment Feedback - Ticketing system (Support)

We're very glad you're back Agnieszka, hope you are doing better!! The community really appreciates your quick reply and updates for this issue, as well as for sharing there's a plan to improve.



 

View comment · Posted Sep 11, 2024 · Dan Ross

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Dan Ross commented,

Community comment Feedback - Ticketing system (Support)

Thank you Agnieszka Pyzik for replying to this post so quickly, it's really appreciated!

I look forward to having it rolled back on our account. Additionally, I'd like to share some thoughts that might be helpful as the team works to refine this offering. 

1. Release notes need to be updated for all changes. Some admins operate in regulated or controlled environments and need to be able to point to a release note showing specifically when something changed. An in-app message when opening views for the first time after the change was deployed to explain what's new would have been another great way to change-manage this. 

2. IMO the older a set of functionality is in the system, the more heads up should be given about a change as it will impact more workflows. Views and their configurations have remained relatively static for years. All that to say, a heads up to admins that a frequently used configuration was changing would have been nice.

3. The way in which # of columns was indicated in view setup was not clear. How is a user supposed to know that Ticket Status does not count towards their column limit? Should the counter now indicate that the maximum value is instead 11? 

As a related question - In your screenshot showing the duplicate columns, I notice you have nested Views natively. How can we get that behaviour?



Thank you

View comment · Edited Sep 10, 2024 · Dan Ross

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Dan Ross created a post,

Post Feedback - Ticketing system (Support)

Hi Zendesk Product team,

I just finished working with support (Ticket #12896498) in which I was told that a recent UI/UX change we're seeing is intentional. I was advised to share feedback about this change here, so here you go!

What changed?

This change requires any ticket view to have a mandatory Ticket Status column. It cannot be removed, only the position adjusted. Not only does it appear this change wasn't announced (?!) it's hugely regressive to administering the system and demonstrates a lack of awareness as to how your customers use your platform.

What's the impact? Why is this is an issue?
We create views for different tickets with the status filtering put into place in the view parameters itself (ex: Status = New). This means that anyone viewing the tickets there can safely assume the status is New and it's not necessary to include a column for it.

The impact is that we cannot display as much data as we used to, because we are forced to devote a column to data that is not needed in our structures. Additionally, we use Lovely Views (as do many of your customers) to manage our views properly. Lovely Views displays status on its own, without forcing us to take up one of the 10 precious columns we have available for data.

The Ask

  1. Revert this ASAP please. Please don't assume which data should be shown about tickets on our behalf. That's very organization and configuration dependent.
  2. Log all changes in your release notes.
     

Cannot remove Status. Why?

 

Below is what a Lovely Views user would see.

Edited Sep 09, 2024 · Dan Ross

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Dan Ross commented,

Community comment Feedback - Admin Center

Saketh Rednam 

Unfortunately not, it's a global setting. Any adjustments you make in this case will need to be behavioural, as Zendesk only supports an all or nothing approach here. I would suggest submitting a feature request in the product feedback section to allow it to be assigned based on roles or permissions maybe.

 

View comment · Posted Aug 22, 2024 · Dan Ross

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Dan Ross commented,

Community comment Feedback - Admin Center

Hey Saketh Rednam ,

you can disable access to the app for all agents by going into your Admin Centre and under Security→More Settings, uncheck the box labelled “Admins and agents can use the Zendesk Support mobile app.”

That will prevent anyone from access the mobile app. 

View comment · Posted Aug 07, 2024 · Dan Ross

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Dan Ross commented,

Community comment Feedback - Reporting and analytics (Explore)

+2000

Column sorting is table stakes in any analytics tool!

View comment · Posted Jul 31, 2024 · Dan Ross

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Dan Ross commented,

Community comment Feedback - Apps and integrations (Platform)

Hey Bobby Koch 

Can you elaborate your use case a bit more? It's always helpful for PMs to see the why behind an ask. What kinds of workflows would you want to use Custom Objects for with this integration? I know we'd like to sync Assets from Salesforce to Custom Objects in Zendesk to represent items purchased.

View comment · Posted Jul 31, 2024 · Dan Ross

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