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Bobby Koch's Avatar

Bobby Koch

Incorporación 03 nov 2021

·

Última actividad 17 feb 2025

Zendesk Luminary

Seguimientos

1

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1

Actividad total

332

Votos

76

Suscripciones

114

RESUMEN DE LA ACTIVIDAD

Última actividad de Bobby Koch

Bobby Koch hizo un comentario,

ComentarioWorkflow best practices and recipes

need to be able to send more than 1 of these per ticket…

Ver comentario · Publicado 17 feb 2025 · Bobby Koch

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Bobby Koch hizo un comentario,

ComentarioWorkflow best practices and recipes

Is there a way to change this from saying “Zendesk”

Ver comentario · Publicado 13 feb 2025 · Bobby Koch

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Bobby Koch hizo un comentario,

Comentario de la comunidad Feedback - Chat and Messaging (Chat)

adding my two cents - not speaking for Chris. 

 

We would like to see something like you both said, where we can either solve a ticke/mark as abanonded, or if the user leaves the session before an agent responds, deprioritize it or add it back to the queue should they go active again

Ver comentario · Publicado 10 feb 2025 · Bobby Koch

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Bobby Koch hizo un comentario,

Comentario de la comunidad Feedback - Admin Center

+1

Ver comentario · Publicado 04 feb 2025 · Bobby Koch

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Bobby Koch hizo un comentario,

ComentarioBusiness rules

Liia just disable it and create a trigger. Should work, I do it that way in my sandbox account. 

Ver comentario · Publicado 03 feb 2025 · Bobby Koch

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Bobby Koch creó una publicación,

Publicación Feedback - Chat and Messaging (Chat)

 

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)

Nested fields (i.e., Pizza Toppings - Cheese::Mozzerella, Cheese::Cheddar) are a great way to route tickets in GUIDE. In messaging, the nested front-end does not work, and instead you see the values you enter in admin. This is a horrrible customer experience. 

What problem do you see this solving? (1-2 sentences) 

Feature parity. This is not a “problem” this is a must have and frankly unacceptable today. 

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)

Today. There are two options:

- Create a second field for nested questions (defeats the whole purpose)
- Create separate fields for your messaging experience and your web portal experience. This causes disjointed data, and is also a bad option. 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

Yes, I have to create separate fields and not use the ultra convenient nested fields. 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

Just make it work. This is not a suggestion, it's basic functionality that works in one plac eand not in another. 

Publicado 30 ene 2025 · Bobby Koch

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Bobby Koch creó una publicación,

Publicación Feedback - Ticketing system (Support)

 

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)

With complex workflows, we have adopted many custom statuses now. However, the limitation can be confusing when you have many custom statuses in the same category. It's confusing for support agents and engineers to quickly use the status they should. 

What problem do you see this solving? (1-2 sentences) 

Faster time to resolution, similar answer to above. 

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)

Every day. There are certain workflows that are status dependent, and if someone clicks the wrong one, it can cause a ticket to be orphaned or solved slower. 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

No

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

Just give a color selector/hex code field for us to set whatever color we want. If Zendesk is stuck on the colors for categories being consistent, at least give us different hueues/shades of the colors to pick from, within each status category. 

Publicado 30 ene 2025 · Bobby Koch

3

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5

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Bobby Koch hizo un comentario,

ComentarioMeasuring success

what is the ETA for being able to customize this page with our design requirements?

Ver comentario · Publicado 27 ene 2025 · Bobby Koch

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Bobby Koch hizo un comentario,

ComentarioTicket automation and collaboration

when can we see this in explore? we'd like to store summaries (the last one generated) we see immense value here

Ver comentario · Publicado 26 nov 2024 · Bobby Koch

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Bobby Koch creó una publicación,

Publicación Feedback - Apps and integrations (Platform)

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)

Copying text from zendesk ticket should be formatted, not unformatted

 

What problem do you see this solving? (1-2 sentences) 

clarity for the team on the receiving end of the ticket

 

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)

every day, it slows down our engineers working on tickets created from customer problems

 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

no

 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

Just use the formatted text placeholers instead of the unformatted 

Publicado 16 oct 2024 · Bobby Koch

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