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Matt

Incorporación 04 nov 2022

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Última actividad 14 nov 2022

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Última actividad de Matt

Matt hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

And again I ask.... anyone here have ANY positive feedback?   The new system is an absolutely dumpster fire... but it seems Zendesk is more interested in their "conference table" decisions than the needs of the greater user base.

Ver comentario · Publicado 14 nov 2022 · Matt

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Matt hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

This is absolutely trash.  Please bring back the old way that this worked.    The text should stay in the box, and the drop down should determine where it goes.

Ver comentario · Publicado 14 nov 2022 · Matt

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Matt hizo un comentario,

Comentario de la comunidad Q&A - Tickets and email

It does, and is not a good answer.   You've literally broken everything everyone used with your product and you're turning a blind eye to everyone's feedback that these changes are not good.  Please reconsider.

Ver comentario · Publicado 14 nov 2022 · Matt

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Matt hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

In the Agent Workspace.... exactly, it's click the user tab, edit profile details.  Before it was just click the user tab and change the name.

Ver comentario · Publicado 09 nov 2022 · Matt

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Matt creó una publicación,

Publicación Feedback - Ticketing system (Support)

I haven't seen it.

Publicado 09 nov 2022 · Matt

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Matt creó una publicación,

Publicación Q&A - Tickets and email

Does anyone do QC on the UI before rolling out new features?

The macro box is occluded by the chat icon.

Publicado 09 nov 2022 · Matt

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Matt creó una publicación,

Publicación Feedback - Ticketing system (Support)

So in the previous version of the ticket system, you'd just click on the customer name or whatever got pulled in from the e-mail system name field and change it.

 

Now it's a 3 step click click click process to get to the area where the name can be changed.

Why are we taking away things that weren't broken before?

Publicado 08 nov 2022 · Matt

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Matt hizo un comentario,

Comentario de la comunidad Q&A - Tickets and email

Annelies Van der Sanden - So you're saying if you open up the reply back, type something in and then change the type internal/public reply it doesn't wipe out what you typed?

Ver comentario · Publicado 08 nov 2022 · Matt

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Matt creó una publicación,

Publicación Q&A - Tickets and email

It was pointed out to me by one of my agents that the action of the "Internal Note" vs "Public Reply" wipes out anything already typed in the box.

So, if you started to type something in the reply box and it was set to "Public Reply" and then you switch it to "Internal Note" you lose everything you typed.  There's no reason for this.   I should be able to change the type of reply/note without it wiping out the message that has been written.

Publicado 08 nov 2022 · Matt

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Matt hizo un comentario,

ComentarioSetting up Agent Workspace

Lisa Kelly So let's back up a moment.  If a customer is having one conversation with us via e-mail and then starts a different conversation on a different topic via SMS -- they are going to be in the same ticket?  That's absolutely terrible.

Ver comentario · Publicado 07 nov 2022 · Matt

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