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Onur Olmez's Avatar

Onur Olmez

Incorporación 02 dic 2021

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Última actividad 18 sept 2023

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RESUMEN DE LA ACTIVIDAD

Última actividad de Onur Olmez

Onur Olmez hizo un comentario,

ComentarioHow to solve issues with the email channel

Currently dealing with this issue. Forwarding of email threads to our support email (to then generate a ticket) isn't working. I've opened a ticket with support and am waiting on a response.

Ver comentario · Publicado 14 jun 2023 · Onur Olmez

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Onur Olmez creó una publicación,

Publicación Feedback - Admin Center

User management is a fragmented mess.

Case and point, trying to "upgrade" an end-user into an admin. Took me 15 minutes to figure out (struggle) how to do this. I feel like I'm very technically savvy and if I'm struggling, obviously there has to be some room for improvement in the UX and workflow of such a simple task.

Publicado 03 mar 2023 · Onur Olmez

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Onur Olmez hizo un comentario,

ComentarioGeneral questions and issues about tickets

Agree with others that this is a huge limitation and should be considered as a core functionality of the product.

Ver comentario · Publicado 16 dic 2022 · Onur Olmez

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Onur Olmez hizo un comentario,

ComentarioSetting up Agent Workspace

?

Ver comentario · Publicado 13 oct 2022 · Onur Olmez

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Onur Olmez hizo un comentario,

ComentarioSetting up Agent Workspace

@...

No dice unfortunately. Can you please add me manually? Thanks.

Ver comentario · Publicado 05 oct 2022 · Onur Olmez

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Onur Olmez hizo un comentario,

ComentarioSetting up Agent Workspace

Thanks, but problem #2: Apparently the registration site doesn't recognize my preexisting Zendesk Community user account. Is usergroups.zendesk.com different from support.zendesk.com?

Ver comentario · Publicado 05 oct 2022 · Onur Olmez

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Onur Olmez hizo un comentario,

ComentarioSetting up Agent Workspace

@...

Really would like to get on this roundtable discussion. Unfortunately, the registration link appears to be broken though.

Ver comentario · Publicado 05 oct 2022 · Onur Olmez

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Onur Olmez hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Amie Brennan, yes I have and per the last section of the article, it seems like this feature is "built-in" to the product and cannot be turned off. The issue I'm dealing with is specifically https-based hyperlinking with I'd like the option to turn off.

Example case:

  1. User replies to ticket asking for instructions to do something.
  2. I reply back to ticket (directly via email channel) including already hyperlinked response to a KB article.
  3. User gets a hyperlinked URL followed by same URL (in parathesis) also hyperlinked. 

It's clumsy both for me and my end users.

Seems like this would be a feature request.

Ver comentario · Editado 09 sept 2022 · Onur Olmez

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Onur Olmez creó una publicación,

Publicación Feedback - Ticketing system (Support)

Recently migrated my org to the new Agent Workspace product. When I add internal comments to tickets, the first logical action I used to do was to write text, then toggle it to be an internal comment. With the new UX overhaul, it's backwards. Apparently, internal and public comments in the compose window now get their own "cached" messages when composing.  It's incredibly annoying when I compose a long internal comment, then toggle it to be an internal comment and the entire text gets wiped. Have to switch back to public comment view, copy the text, then switch back to internal comment view and paste it. Trying to train myself to first select internal comment first, but it's slowing me down.

Editado 05 oct 2022 · Onur Olmez

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Onur Olmez creó una publicación,

Publicación Feedback - Ticketing system (Support)

When I reply to an open ticket thread via email and add hyperlinks, Zendesk will automatically add duplicate hyperlinks in parenthesis to the body of the ticket message without hyperlinking the original text. This is incredibly annoying as it unnecessarily clutters the message and makes me look incompetent to my customers. I'm surprised Zendesk isn't able to parse the text and simply add a hyperlink to the text itself (which is literally a link in itself) rather than tacking on another link. 

Publicado 29 ago 2022 · Onur Olmez

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