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Jamie Noell's Avatar

Jamie Noell

Incorporación 26 oct 2021

·

Última actividad 31 ene 2025

Zendesk Luminary

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1

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94

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19

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40

RESUMEN DE LA ACTIVIDAD

Última actividad de Jamie Noell

Jamie Noell hizo un comentario,

Comentario de la comunidad Feedback - Help Center (Guide)

We really need this searchable / filtering aspect on fields, like Country, which are incredibly long.  Hope this is coming soon.

Ver comentario · Publicado 31 ene 2025 · Jamie Noell

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Jamie Noell creó una publicación,

Publicación Feedback - Admin Center

Are any plans for trigger deployment that include an email address (which typically shows as a conflict since the sandbox domain differs)?  With a similar product, Salto just looks at what's before the @ for the comparison.

Example:
help@abc.com

help@abc-sandbox.zendesk.com 

 

Because both have help@, then ideally Deployment feature would deploy the trigger.  We have to migrate our email routing triggers since Zendesk is doing a full email address comparison.

Publicado 16 ene 2025 · Jamie Noell

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Jamie Noell hizo un comentario,

ComentarioAccounts and billing

Overall, I really like the triggers/automations deployment except for 2 points, and we use this feature a lot.  Excited for the new changes announced in the EAP!

Issues:

1.  The over-notification of updated triggers due to trigger placement changes as described above. 

2.  I'll submit in product feedback but also want to check here if there are any plans for trigger deployment that include an email address (which typically shows as a conflict since the sandbox domain differs).  With a similar product, Salto just looks at what's before the @ for the comparsion.

Example:
help@abc.com

help@abc-sandbox.zendesk.com 

 

Because both have help@, then the trigger would deploy.  We have to migrate our email routing triggers manually due to this issue.

Ver comentario · Editado 16 ene 2025 · Jamie Noell

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Jamie Noell hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Our use case is that another system sends automated emails, and we set the reply-to address for those emails to a Zendesk support address.  This way, any reply threads back into Zendesk.  The original requester is the system sending the automated emails, and if a real person replies, we want to change the requester from that system to the real person. I'm working on a webhook to update the requester, but it would be really helpful (and prevent the possibility of a webhook collision if there were a trigger condition of “Set requester” to “Current user.”

Ver comentario · Publicado 11 ene 2025 · Jamie Noell

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Jamie Noell hizo un comentario,

ComentarioPublishing and sharing dashboards

It seems like your documentation is out of date.  

In an Explore dashboard that you have previously shared, copy the URL of the dashboard from your browser address bar (you'll need it later), then click Schedule.

 

should be 

 

- Click the drop-down arrow by the Share button.

- Select Schedule delivery.

 

“Schedule” is no longer visible in the new dashboard builder.

Ver comentario · Publicado 02 ene 2025 · Jamie Noell

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Jamie Noell creó una publicación,

Publicación Feedback - Admin Center

The Deployment feature is a good start, but it would save time if…

1.  If we only have one Premium Sandbox, it would be nice to just assume this is the one we want to deploy.

2.  I wish we could deploy more than one trigger at a time (like Salto allows).

3.  I wish we could run a report comparing all triggers and automation configuration (like an audit) to know where we have unintentional differences between our environments (like Salto offers).

4.  I wish we could migrate macros - because we cannot, we usually just configure in production, but we use our sandbox for training courses, so it would be ideal to have our key macros in sandbox for training purposes.  We just don't have time to maintain them manually in both.

Editado 24 oct 2024 · Jamie Noell

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Jamie Noell hizo un comentario,

ComentarioTicket automation and collaboration

Similar to Jasmine's question, can you at least advise if this feature will be in the core product or require the Advanced AI (or other) add-on?

Ver comentario · Publicado 09 oct 2024 · Jamie Noell

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Jamie Noell hizo un comentario,

Comentario de la comunidad Feedback - Admin Center

Our request conversations can be quite lengthy as it is.  The MCE format has helped a lot in showing the boundaries of comments with the new colors, but the one remaining issue is when simplified email threading does not work for certain clients' email.

PLEASE :) prioritize fixing this to help us make our agents happy and enable them to respond to our clients more efficiently.

Ver comentario · Publicado 16 jul 2024 · Jamie Noell

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Jamie Noell hizo un comentario,

Comentario de la comunidadZendesk Support Beta - Modernized Conversational Experience
like Jamie Noell reacted to your message:

Ver comentario · Publicado 12 jul 2024 · Jamie Noell

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Jamie Noell creó una publicación,

PublicaciónZendesk Support Beta - Modernized Conversational Experience

We have a lot of team-to-team tickets, so with MCE, all comments are from agents and hence, have a gray background.  It would be nice if the agent requester's comments were green to differentiate the resolver comments from the requester comments.

Publicado 12 jul 2024 · Jamie Noell

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