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David Wexelblat
Joined Oct 11, 2024
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Last activity Feb 20, 2025
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Latest activity by David Wexelblat
David Wexelblat commented,
“Microsoft Teams replies are automatically included in the ticket’s side conversation. ” This is only true if your Teams instance is configured to grant broad access to any and all applications installed.
The Zendesk for Microsoft Teams app is NOT Enterprise-ready/capable. It has a lot of flaws re an Enterprise-scale IT architecture. Specifically as regards side conversations, unless you set your Teams instance to allow ANY app to access enterprise data, replies sent in Teams WILL NOT be included in the ticket's side conversation. The only way to get replies into the ticket's side conversation is to ensure that every reply begins with @zendesk (which is simply not a realistic expectation, since side conversations are with people who may not know anything about Zendesk in the first place).
We had a long back and forth with the app vendor's support team, and there is no alternative - either grant ALL Teams apps broad access to Enterprise data, or live without this basic capability.
We are choosing to live without this basic capability. It's a shame.
View comment · Posted Feb 20, 2025 · David Wexelblat
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David Wexelblat commented,
Thank you, Walter Bellante . I am familiar with that page, and I tagged you on a comment there a couple of weeks ago. As I noted there, I find the regressions from the old dashboard builder to the new one incomprehensible. That it is not possible to build the existing stock dashboards with the new dashboard builder should have been a sign that it wasn't ready for release, and there are core capabilities that the charts on that page state will not be implemented at all. It's baffling.
View comment · Posted Feb 18, 2025 · David Wexelblat
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David Wexelblat commented,
Mayoo Inoue As far as I can tell, that section bears no correlation whatsoever to the new dashboard builder. It links off to a page discussing the old builder, and what's discussed there doesn't apply. There does not appear to be any way to have a date filter that applies to all tabs. Another way the new dashboard builder is worse than the old one.
View comment · Posted Feb 07, 2025 · David Wexelblat
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David Wexelblat commented,
Are filtered views per-tab? How do I create a dashboard-wide filtered view? E.g., to have last-week/last-month/last-year views that apply to every tab.
I can understand why you'd want to have tab-specific filtered views, but there should be dashboard-wide filters as well.
View comment · Posted Feb 07, 2025 · David Wexelblat
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David Wexelblat commented,
Given how much existing functionality was lost when the new dashboard builder replaced the old dashboard builder, I REALLY hope that you're not planning to do the same thing to the report builder.
The fact that a new dashboard builder was released that is incapable of recreating the existing stock dashboards is just mind-boggling. I live in dread of the same thing happening with the new report builder.
TBH, I find the new report builder basically useless, as I wind up needing to adjust settings on every report I create/modify.
View comment · Posted Feb 06, 2025 · David Wexelblat
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David Wexelblat commented,
Awesome, thanks. That's not quite the way I expected things to work, but it makes sense.
I need to take a look at that request-article thing that's associated with that. We have already set up an internal-tasks ticket template for our current email-only support (including to request updates to our current Word/PDF docs). I need to think through our SOP for document requests when we launch Help Center for our Phase 2…
View comment · Posted Jan 30, 2025 · David Wexelblat
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David Wexelblat commented,
Walter Bellante I find removal of the Top/Bottom component incomprehensible. That you can set the report to show Top/Bottom X is not in any way a viable alternative. That is static, and placing the report on the dashboard will show only those settings.
We have an “Issues” field on our tickets. I want my dashboard to show the top/bottom X most/least-prevalent issues, selected by the dashboard viewer, not statically chosen by me when creating the report placed on the dashboard.
I can find no way to build such capability with the new dashboard builder. All I can think of is to create TWO reports, one with a Top X, place that on the main tab, and then a second one with ALL issues, on its own tab.
I consider this a bug/breakage, not a new feature to be requested.
View comment · Edited Jan 30, 2025 · David Wexelblat
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David Wexelblat created a post,
I would like to create a set of page templates for articles in my help center. I thought this would be as simple as creating unpublished pages as templates, then cloning them to create content pages. But as far as I can tell, Guide is missing the basic “make a copy of this Article” functionality.
I've found a bunch of years-long threads from people who want to duplicate pages into multiple sections, or between Help Centers, but I'm looking for just a simple “create a new page as a duplicate of this page” option.
Am I missing something, or is something this basic not available in Guide?
Edited Jan 08, 2025 · David Wexelblat
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David Wexelblat created a post,
Here is my situation - our company supports a large number of remote workers in North America (95%+) and EMEA (<5%). We are migrating from email distro-list support & PDF support docs to Zendesk Suite. We're launching ZD Support for North America later in the month and will be migrating our PDF docs to Help Center over the next few months.
We will eventually stand up ZD for our EMEA team as well, but it's a much lower priority since it's a small percentage of the audience needing support.
Currently we have a common doc set for North America & EMEA. We would like to maintain this model going forward, rather than having Help Center for North America and PDF docs for EMEA.
For GDPR/data privacy reasons, we can't just point our EMEA audience to the North America Help Center, because we can't have them register/log in/enter tickets while the data is hosted outside EMEA.
What I'd like to be able to do is to geoblock the login/portal & support-request links to North America, while leaving the actual Help Center content accessible globally. This isn't something that ZD supports natively. Does anyone have a solution? Thanks.
Edited Jan 03, 2025 · David Wexelblat
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David Wexelblat created a post,
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
The tools ZD provides to bulk-import users should allow for verification of identities during the import process.
What problem do you see this solving? (1-2 sentences)
This would prevent bulk-loaded users from showing up as unverified in the system, requiring that either the end-user or the Agent manually verify their identities, or for the need to write script to automate the process.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
We are standing up a ZD instance to replace our legacy email support SOP. Pre-launch we will be bulk-importing many hundreds of end-users from the existing solution. All of these end-users have verified email addresses (1 or 2 per user). When we load these into ZD, they will also show up as unverified.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
There is no existing automation solution for this problem. So our choices are:
- End-user verification on an ad-hoc basis
- Agent verification on an ad-hoc basis
- Expending the resources to write script to automate verification via API post-load.
We will most likely wind up scripting this, but TBD depending on resource availability
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
The import tools should recognize the “verified” field that exists in the user record in the API and apply it to all identities in the import record being created/updated.
Although, frankly, I don't understand why verifed=true isn't the default in all bulk-import circumstances. It doesn't make sense that an admin expressly bulk-importing users would ever want them to be unverified…
Edited Dec 09, 2024 · David Wexelblat
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