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Matt Davis

Incorporación 11 jul 2022

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Última actividad 25 sept 2024

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Última actividad de Matt Davis

Matt Davis hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Hi, it looks like this ticket is Awaiting My Reply, but I'm not aware of any action required.  How can I help with fixing this issue?  It seems to still be occurring, and we still regularly receive questions from our agents about this behavior.

Ver comentario · Publicado 25 sept 2024 · Matt Davis

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Matt Davis hizo un comentario,

Comentario de la comunidadZendesk Support Beta - Modernized Conversational Experience

This seems to have rolled out to our Production instance overnight, which was not enrolled in the beta program.  Is this now Live rather than a Beta?  Where is the documentation on the new changes and features we can share with our users?

Ver comentario · Publicado 16 jul 2024 · Matt Davis

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Matt Davis hizo un comentario,

ComentarioSlack integration

We are also now experiencing problems with the integration - all our trigger notifications suddenly stopped working at precisely 9pm ET on 2/20 and have not returned.  We have Support ticket #12369493 open but have not received any advice besides a request to reinstall.

Ver comentario · Publicado 22 feb 2024 · Matt Davis

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Matt Davis hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Hi Amie Brennan thank you for your response.  This actually only occurs when the new Context Panel side conversation is enabled, I'm considering disabling the feature to try to restore lost functionality.  There are video examples in Support Ticket #12263432 which I cannot post publicly. 

Ver comentario · Publicado 30 ene 2024 · Matt Davis

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Matt Davis creó una publicación,

Publicación Feedback - Ticketing system (Support)

If you have a Side Conversation open in the panel on any ticket, you are blocked from using drag-and-drop to attach files to any other ticket open, even if that Side Conversation is in the hidden and in the background. 

When agents have multiple tabs open and are working on (or even just viewing) multiple tickets at once, it's very difficult to determine which has the Side Conversation panel open, and our agents often need to resort to quitting Zendesk entirely and opening a blank workspace, losing all those tickets. 

This has led many of our Agents to stop using side conversations entirely, due to the difficulty they cause when trying to send files to the customer. 

Publicado 29 ene 2024 · Matt Davis

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Matt Davis hizo un comentario,

Comentario de la comunidad Q&A - Tickets and email

Hi @..., this is causing significant issues for our agents because the behavior persists across multiple ticket Tabs.  If you have a single side conversation open on any ticket, then you are blocked from drag-and-dropping uploads onto any other ticket which you may have open. 

This means you either need to click through all 10 tickets you may have open and close all the side conversations, or fully quit Zendesk and open a blank workspace. 

Ver comentario · Publicado 29 ene 2024 · Matt Davis

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Matt Davis hizo un comentario,

ComentarioEnd users and organizations

After an organization is Deleted following its merge, what happens to its Archived and Closed tickets? 

The article here indicates they are not updated to point at the new organization, but it's unclear what state they are in after the merge.  Do they remain under the old (deleted) organization, breaking the "breadcrumb" in the top bar? Or do they become unassigned from all organization entirely and become orphaned?

Ver comentario · Publicado 06 nov 2023 · Matt Davis

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Matt Davis creó una publicación,

Publicación Feedback - Admin Center

The current Team Members page is much cleaner than the old one, but I'm sure you already understand it is missing some critical features (I assume this is why you still link back to the old one for Bulk Management).

One very useful feature which neither page has would be the ability to Filter/Sort by License Consumption and Suspension Status.  When managing organizations with many Custom Roles, the only way to get a view of all Licensed agents is to use the Filters to select each role individually, which is clunky, and requires exact knowledge of which roles consume licenses or are forms of Light Agent. 

There doesn't appear to be any way to sort or filter for Suspension Status currently either.

Finally, it would be useful to be able to manage (or at least View/Sort) Agent Groups and Tags.  Currently we have some Roles reflecting different Brands, which are essentially duplicates of each other, but keeping them separate is the only way to allow filtering/sorting from the Teams page.

Publicado 06 nov 2023 · Matt Davis

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Matt Davis hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

With the current persistence, there is an unexpected outcome where if the Browser Window becomes very small (for instance, it is resized while being dragged between two monitors or Snap zones), the Composer can grow to overtake the majority of the Workspace when the window is maximized again.  That new large size then persists across tickets and windows until manually resized smaller.  

Ver comentario · Publicado 25 oct 2023 · Matt Davis

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Matt Davis hizo un comentario,

Comentario de la comunidad Feedback - Voice (Talk)

We are not using Omnichannel routing or Unified Agent Status because of the listed Limitations for that feature.  Call Forwarding is the only method by which Agents answer Calls in our organization, and this limitation is not acceptable for us.

If call forwarding is enabled and the status of an agent is automatically set to offline because the agent has been disconnected, calls to the agent will no longer be forwarded to the agent's phone.

Ver comentario · Publicado 30 ago 2023 · Matt Davis

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