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Shahab Sabet's Avatar

Shahab Sabet

Incorporación 20 jun 2022

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Última actividad 05 sept 2022

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Última actividad de Shahab Sabet

Shahab Sabet hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

As someone who works with data quality, it is incredibly frustrating that closed tickets are uneditable. It makes data from Zendesk unreliable the second an agent makes a mistake and the ticket is automatically closed. It makes simple integrations require complex solutions to remove duplicates because Zendesk does not support editing/opening closed tickets, but only follow-ups tickets, and literally a manager who has the responsibility to monitor and fix errors made by agents before the automation kicks in.

My recommendations:

1) Don't use zendesk
2) If you are stuck with Zendesk, don't build a DA architecture that uses ticket data from Zendesk as master data, because tickets are designed to be impossible to edit once they are closed, making errors unfixable unless you sink a bunch of time solving something that should have been a non-issue
3) Create a follow up ticket where you copy paste the original ticket data, update the fields you need to update in the new ticket, and delete the old one to avoid duplicate data.

Ver comentario · Editado 05 sept 2022 · Shahab Sabet

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Shahab Sabet hizo un comentario,

ComentarioTicket management

Allow us to reopen / edit closed tickets please. Please I'm begging.

Ver comentario · Publicado 05 sept 2022 · Shahab Sabet

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Shahab Sabet hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

It's 2022 guys... what are you doing?

Ver comentario · Publicado 25 ago 2022 · Shahab Sabet

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Shahab Sabet hizo un comentario,

ComentarioTicket customization

Please make the 'default value' functionality work. It doesn't matter what I select the default value to be, agents always have to make a selection.

Ver comentario · Publicado 14 jul 2022 · Shahab Sabet

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Shahab Sabet creó una publicación,

Publicación Feedback - Ticketing system (Support)

Today, I have to select all but one ticket, remember the ID of the last ticket I want to merge, press edit tickets > merge into another ticket, type in the ID of the last one, and select merge.

Instead of just selecting the tickets I want merged and selecting merge.

I am fuming about this design choice.

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This post has been edited by the Zendesk Community Team to remove inappropriate language

Publicado 20 jun 2022 · Shahab Sabet

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