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Monica

Adhésion le 15 avr. 2021

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Dernière activité le 22 févr. 2025

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Dernière activité effectuée par Monica

Monica a ajouté un commentaire,

Commentaire de la communautéZendesk EAP - Tracking agent time spent outside of Zendesk

Adding Teddy to the ticket a the response will be relevant to him.

Afficher le commentaire · Publication le 19 févr. 2025 · Monica

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Monica a créé une publication,

PublicationZendesk EAP - Tracking agent time spent outside of Zendesk

The extension requires the permission scope of which would allow the extension to grab any data from any website the user is browsing.

 

Is there a way to narrow the scope or documentation that can be shared with security folks of what data exactly is recorded?

 

 

Publication le 18 févr. 2025 · Monica

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Monica a créé une publication,

Publication Feedback - Ticketing system (Support)

Overview

As a Zendesk administrator or process manager, I would like to see timestamp changes from day of week (if in the past 7 days) to the date and time and follows as you scroll for longer updates.

 

Problem Addresses

Some ticket creations or updates result in long streams and scrolling back and forth to remind of the time. The relative time while not difficult to overcome takes unnecessary time to convert. Copying and pasting into another document results in the relative time rather than the information available when you hover over it which is more accurate. For example, if a date was 5 days ago but it spans a month change, you now have to remember how many days were in that month to accurately know the date.

 

Frequency

Around once a week when reviewing times for issues or confirming order of actions taken by a person. 

 

Workaround

None. Living with it.

 

Solution

The timestamp for the event follows as you scroll until you reach the next event.  The timestamp being the date and time rather than relative time could be visible on event log, determined by an account settings, or by a profile setting. I understand some people may like the relative time, so being able to control it is optimal, but the fixed time seems most useful when auditing ticket events.

 

Publication le 11 févr. 2025 · Monica

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Monica a ajouté un commentaire,

Commentaire de la communautéZendesk EAP - Article Multiplacement

 

Ideally, the articles only show internally and in promoted articles once since it's a single article that's shown in two places.

 

https://roblox.zendesk.com/knowledge/editor/01JK7AMP1ZVT9T8YVE39H0CTM3/en-us?brand_id=325214
https://roblox.zendesk.com/knowledge/editor/01JK79WA7NAXVHVGQYFHJ5KAYD/en-us?brand_id=325214

 

How do I turn on Voice Chat? is promoted and is showing twice.

Afficher le commentaire · Publication le 08 févr. 2025 · Monica

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Monica a créé une publication,

PublicationZendesk EAP - Article Multiplacement

When an article is placed in multiple sections and promoted, the article shows up in the promoted articles section multiple times. In our situation, it was added to a second section and now shows in promoted articles twice.

Publication le 04 févr. 2025 · Monica

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Monica a ajouté un commentaire,

Commentaire de la communauté Q&A - Reporting and analytics

Agreed that this would be a useful feature to better maintain and audit reports.

Afficher le commentaire · Publication le 14 janv. 2025 · Monica

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Monica a ajouté un commentaire,

Commentaire de la communautéZendesk WFM EAP - Create Combined Workstreams

The limitation to 10 workstreams is creating an issue for how to combine them. We want to retain separations for forecasting/staffing planning while combining for agent schedules.

Afficher le commentaire · Publication le 14 janv. 2025 · Monica

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Monica a ajouté un commentaire,

Commentaire de la communautéZendesk WFM EAP - Create Combined Workstreams

This is a current issue we're facing with figuring out how we could combine workstreams within the limitations but the different expectations for different teams paired with the number of workstreams limits is causing issues.

Afficher le commentaire · Publication le 14 janv. 2025 · Monica

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Monica a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

This data improvement is essential for us. 

Afficher le commentaire · Publication le 26 nov. 2024 · Monica

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Monica a ajouté un commentaire,

CommentaireMeasuring success

Is there a way to configure what displays in the {{satisfaction.survey_section}}?
 

We cannot have users log into our Zendesk instance so {{satisfaction.survey_section}} is not usable due to the ticket link, but the update of the question within the email is fantastic and one of our CSAT requirements. 

We're not able to use the ticket brand placeholder in the survey segments which would be beneficial.

Afficher le commentaire · Modification le 26 nov. 2024 · Monica

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