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Catherine Bostwick's Avatar

Catherine Bostwick

Incorporación 15 abr 2021

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Última actividad 15 mar 2023

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Última actividad de Catherine Bostwick

Catherine Bostwick hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

100% agree. It would be super helpful if we could use automation for ticket creation. aka every two weeks, I want the system to create a ticket with the exact same verbiage. Kina like a reoccurring task that needs to be completed. 

Ver comentario · Publicado 03 ago 2020 · Catherine Bostwick

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Catherine Bostwick creó una publicación,

Publicación Feedback - Voice (Talk)

If we are paying for Talk, we 100% should have the ability to answer calls from the mobile app. Right now we have to be logged on a web browser in order to be online and available. If we are just on the mobile app, it doesn't show that we are online. This is far from satisfactory. 

Publicado 15 jul 2020 · Catherine Bostwick

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Catherine Bostwick hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

That makes sense. But one further question.. you are able to add a follower without adding them as a cc. Could Zendesk make a product enhancement that limits light agents from adding a cc but does allow them to add a follower, then they could use the @ function. You can't do this right now because Zendesk privileges are incredibly limited... really I wish you would revaluate how your permissions are built entirely. 

This is still a product enhancement request. 

Ver comentario · Publicado 01 jul 2020 · Catherine Bostwick

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Catherine Bostwick creó una publicación,

Publicación Feedback - Ticketing system (Support)

Light agents can do internal replies but they are unable to @ another agent. Why would you take away that simple function? If they have access to internal replies, they should have the ability to notify someone of their internal comment. 

You are able to add a follower without adding them as a cc. Could Zendesk make a product enhancement that limits light agents from adding a cc but does allow them to add a follower, then they could use the @ function. You can't do this right now because Zendesk privileges are incredibly limited.

Publicado 30 jun 2020 · Catherine Bostwick

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Catherine Bostwick hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

There needs to be a way for agents to see suspended tickets received at their team's support address. If 'ALL', and only All, for the privilege "which tickets can this agent have access to", is enabled, I can see the suspended tickets view. If I flip that to any other option, the suspended ticket view goes away. I can't allow the agents in this position to see All Tickets because sometimes tickets have very sensitive material in them and I can't allow them the ability to search and find those. Specifically sensitive HR-related tickets. I understand why that privilege takes away the view but that is FAR too rigid - agents should be able to see spam received at their support address, recover spam, and mark spam. If it's received at the brand support address, why can't you allow agents to only see suspended tickets that came to their support address? That seems really logical to me. But if I instead flip this privilege to allow them to only see tickets in their group (which is what I want), the suspended tickets view goes away for them and that now means that I, the administrator, an IT project manager, has to go in and monitor that view constantly. This is a terrible situation for both me and the manager. I don't want to waste my time doing something so petty, I have a million other responsibilities to manage. I want the manager to be autonomous and do that on their own. There should be a stand-alone privilege for accessing the suspended tickets view for tickets received at each team's associated support address. Additionally, if I flip that form ALL to any other options, agents cannot mark tickets as spam themselves!! How ridiculous that they cannot at least mark a ticket as spam. I need this as a stand-alone privilege to view, recover, and market suspended tickets. 

Ver comentario · Publicado 16 jun 2020 · Catherine Bostwick

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Catherine Bostwick hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

This is also critical to our day-to-day workflow as agents almost exclusively use the mobile app. Why would you not include PAID, crucial aspects of the web version on your mobile app? If we are paying for the expensive collaboration add on, it 100% needs to be available on both web and mobile - no question. That is your reason for making this a priority. 

Ver comentario · Publicado 03 mar 2020 · Catherine Bostwick

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Catherine Bostwick hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Included in the overall ticket print out. 

It would logically make sense for the side conversations to appear in the sequence in which they were actually had. 

Ver comentario · Publicado 02 mar 2020 · Catherine Bostwick

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Catherine Bostwick creó una publicación,

Publicación Feedback - Ticketing system (Support)

We need the ability to have side conversations visible when we go to print the entire ticket. Those side conversations are still equally as important as the rest of the conversation thread. 

Publicado 18 feb 2020 · Catherine Bostwick

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Catherine Bostwick hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

This feature would benefit our team as well. Side conversation content is equally as important and should be included in the printing detail.

Ver comentario · Publicado 14 feb 2020 · Catherine Bostwick

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Catherine Bostwick hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

I agree, we also need this simple functionality. I have read many articles over this exact same issue and I have not found a solid reliable solution. Where is this on Zendesk's roadmap?

Ver comentario · Publicado 14 ene 2020 · Catherine Bostwick

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