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Molly Katolas's Avatar

Molly Katolas

Incorporación 15 abr 2021

·

Última actividad 30 oct 2024

Zendesk Luminary

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159

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64

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76

RESUMEN DE LA ACTIVIDAD

Última actividad de Molly Katolas

Molly Katolas hizo un comentario,

ComentarioMeasuring success

Jennifer Rowe  I have the updated customizable CSAT feature activated and functioning. I need the reporting to match. The reporting only shows good/bad - how do I get the detailed data in Explore?

Ver comentario · Publicado 25 oct 2024 · Molly Katolas

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Molly Katolas hizo un comentario,

ComentarioMeasuring success

Is there a placeholder for the CSAT Reason (the dropdown option they'd select after they said they had a bad experience)? I can't find any resources for that. 

Ver comentario · Publicado 22 oct 2024 · Molly Katolas

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Molly Katolas hizo un comentario,

ComentarioMeasuring success

I'm also looking for reporting available for CSAT in the 1-5 scale. I need to know the count of responses for each number on the scale, not just good/bad.

Ver comentario · Publicado 21 oct 2024 · Molly Katolas

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Molly Katolas creó una publicación,

Publicación Feedback - Ticketing system (Support)

Currently, end-users have the option to enable 2FA for their support center logins but there is no way for admins to require the 2FA setup. This is an issue because customers don't always know it's an option and often won't set it up themselves. Requests submitted in our help center can have significant impacts for our customers and their services with us and oftentimes include CPNI data we want to ensure is seen only by authorized users.

 

We work B2B and forcing our customers to utilize a 2FA solution would make Zendesk a more secure system for us and our customers. We've received direct requests for this functionality from our customers as well. Our workaround is to advise of the optional 2FA setup, but this doesn't solve the problem for our biggest enterprise customers. 

 

Ideally, the solution would be similar to the agent 2FA options in the admin interface. There should be the option to require 2FA for all end users. It would be even better to have the functionality to require it for only certain organizations or user segments. 

Editado 18 sept 2024 · Molly Katolas

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Molly Katolas hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Is there a way to pull a list of which end-users have 2FA enabled? If we can't enforce it for end-users, how can we tell (in bulk) who is using it and who isn't? 

Ver comentario · Publicado 18 sept 2024 · Molly Katolas

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Molly Katolas hizo un comentario,

Comentario de la comunidadAnnouncements

Functionally, I can't seem to open any of my tickets. When I click on a ticket subject link from my Requests page (https://support.zendesk.com/hc/en-us/requests?query=&page=1&selected_tab_name=my-requests) it won't open the ticket. I've tried several different tickets and they all behave in the same way (seems similar to the dead developer link Jacob pointed out https://support.zendesk.com/hc/en-us/sections/4405298889242-Developer-updates) 

Ver comentario · Publicado 26 mar 2024 · Molly Katolas

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Molly Katolas hizo un comentario,

ComentarioTicket management

as mentioned by another user above, we would love the ability to set the Group automatically, but don't want the Assignee set automatically 

Ver comentario · Publicado 25 mar 2024 · Molly Katolas

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Molly Katolas hizo un comentario,

Comentario de la comunidad Developer - Zendesk Apps Framework (ZAF)

Heyya - we're seeing this behavior as well. Was there ever any resolution to identify which ticket is in focus?

Ver comentario · Publicado 17 oct 2023 · Molly Katolas

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Molly Katolas hizo un comentario,

ComentarioAnnouncements

Thanks Barry Neary - please exclude our accounts. 

Ver comentario · Publicado 16 ago 2023 · Molly Katolas

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Molly Katolas hizo un comentario,

ComentarioAnnouncements

I was notified our account would be activated for Omnichannel routing but this article makes it sound like I have the option to simply go in and turn it off afterwards. I'm a little confused about the message here - what's the point of Zendesk forcing it live on some unknown date just for me to go in and turn it off again until our team is ready (and willing) to make the change? I'm not against using it but I'd like to turn it on at a time that's decided by my team, not an arbitrary date set by Zendesk. 

Ver comentario · Publicado 15 ago 2023 · Molly Katolas

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