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Chris Stewart
Incorporación 16 abr 2021
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Última actividad 20 dic 2023
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Última actividad de Chris Stewart
Chris Stewart creó una publicación,
Time Tracking App - Record agent time accurately request
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)
Currently time is not stamped to a ticket if an API or other systematic update submits the ticket, even if the agent is actively working the open on screen and they are the ones to initiate said automated action. ALL AGENTS, TEAM MANAGERS, ADMINS, EXTERNAL 3RD PARTIES are impacted as time agent spend working on tickets is not accurately represented in reporting
What problem do you see this solving? (1-2 sentences)
Agents, their managers (and contractually with 3rd party outsourcers) are held accountable to their ticket handling efficiency and occupancy. However, it has come to light that Zendesk isn't accurately accounting for all of the agent time spent when parts of processes are automated (which ZD highly encourages). In allowing for us to track all agent time spent on tickets we can solve this gap in reporting capabilities.
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)
This gap in reporting, is under representing agent handle time on multiple 1000's of tickets per month.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
No, but we are considering having to undo some automated actions, reverting to manual agent actions.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
Ideal situation would be to have the option to allow for time spent on a ticket to be stamped/recorded if an agent is actively working a ticket that is updated by an API event.
It would be ideal if app documentation was clear on this topic from the beginning.
Publicado 20 dic 2023 · Chris Stewart
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Chris Stewart hizo un comentario,
Hi Dane - Thanks for the reply and confirmation.
I have to say, this is very disappointing to hear. Zendesk as an organization highly encourages customers to automate processes to reduce agent manual work steps - but now it appears when we do exactly that we lose the ability to properly track time that agents are spending working tickets.
This seems to me like a major product bug which doesn't belong on the 'Feedback' forum where things sit for years.
Can you point me to the App documentation that explains this?
Ver comentario · Publicado 07 dic 2023 · Chris Stewart
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Chris Stewart hizo un comentario,
Is it possible to configure the app so that if an agent has a ticket open, time tracking running, but a systematic action updates the ticket - the time is still stamped and recorded?
Use Case:
An agent has a ticket open but needs to navigate to another system to perform an investigation. Agent actions in the other system can auto-solve the ticket in ZD via webhook/api.
Since it is not the agent 'submitting' time spent working on the ticket (both in and out of ZD) does not record.
Thoughts?
Ver comentario · Publicado 27 nov 2023 · Chris Stewart
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Chris Stewart hizo un comentario,
Zendesk have confirmed to me that no more resources will be put into Play Mode, so this won't be coming.
Ver comentario · Publicado 08 nov 2023 · Chris Stewart
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Chris Stewart hizo un comentario,
Maybe I'm missing something here but the suggestion above is to delete any of the old 'routing rules' for skills and replace with Triggers - But there is no option to Add Skills via triggers, unless there are Skills defined in Routing Rules?
Ver comentario · Publicado 13 sept 2023 · Chris Stewart
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Chris Stewart hizo un comentario,
Maybe this is you, maybe not - But I came across this article elsewhere that seems to have lifted your content word for word - https://roca.work/blog/ab-testing-in-zendesk
Ver comentario · Publicado 28 nov 2022 · Chris Stewart
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Chris Stewart hizo un comentario,
Hi Barry Neary - Where does this one stand currently?
This is an incomplete and fairly unusable product feature without any sort of reporting attached to it. 5 years since this has been raised
Ver comentario · Publicado 02 may 2022 · Chris Stewart
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Chris Stewart hizo un comentario,
Hi @... - is there any consideration to add the ability to use the search function to be able to search for the placeholder or dynamic content name?
If I have dynamic content in triggers etc that need to be updated, searching by a text string (which I don't have readily available) is essentially useless.
Would be interested to hear if others out there find the existing functionality fit for what I see as the most likely use-case.
Ver comentario · Publicado 10 feb 2022 · Chris Stewart
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Chris Stewart hizo un comentario,
Hi @... - Are there plans on the roadmap to address this? If ZD is able to identify and update the ticket with the message, then you should also be able to able to feed this info elsewhere ... like add a tag for example.
9 times out of 10 these auto-reply messages would have been filtered as spam if they originated outside of ZD, so it is strange that you have chosen to prioritize and force these into people's instances.
Ver comentario · Publicado 19 ene 2022 · Chris Stewart
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Chris Stewart hizo un comentario,
Hi - Zendesk already identifies (via the above mentioned flag within the ticket..."this comment auto generated from another ZD...")
How can we identify these for tagging/triggers etc? We get tons of tickets where we have sent an informational email in a new ticket then we get an auto-reply from the receivers Zendesk asking us to rate their service
Ver comentario · Publicado 13 ene 2022 · Chris Stewart
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