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Dan Ross

Adhésion le 15 avr. 2021

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Dernière activité le 19 sept. 2022

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Dernière activité effectuée par Dan Ross

Dan Ross a ajouté un commentaire,

Commentaire de la communauté Q&A - Workforce management

Hey there! Many ways you can do this, though I am a big fan of dedicated Support Operations teams. IMO the most impactful method you can do this is have administration only be provided to people in that role, if every support manager gets admin, you get too many cooks in the kitchen and it's harder to build a cohesive Zendesk. 

Depending on your team size, you might only need 1 admin. I managed ~150 agent instance solo, but as we grew past that, so did the team!

Afficher le commentaire · Publication le 19 sept. 2022 · Dan Ross

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Commentaire de la communauté Feedback - Chat and Messaging (Chat)

this would be helpful and a better experience for customers. a lot of frustration with automated deflection comes from the fact if the user does something wrong or unintentional that they get stuck down a path and can't get help, so they either leave and change channel to something like phone (no! bad!) or change from engaging with the automated tool to requesting a human, which defeats the purpose of tool to begin with and increases customer effort to get help.

Afficher le commentaire · Publication le 08 sept. 2022 · Dan Ross

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CommentaireViewing and using dashboards

Adding to the chorus on this one. Heather Rommel's feedback on the definition of 'working on' a ticket is what we align with as well.

If the goal of the live dashboards is to see what's happening live then just counting the assigned Open tickets is not meeting that goal. That's static data and could be shown on conventional boards.

For a real time dashboard, I would expect to see what is actively and dynamically being worked on by agents. 

Afficher le commentaire · Publication le 22 juil. 2022 · Dan Ross

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Commentaire de la communauté Feedback - Reporting and analytics (Explore)

Also eager to hear any news on this feature, it's been requested for some time and will make a huge impact for our teams

Afficher le commentaire · Publication le 12 juil. 2022 · Dan Ross

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CommentaireMultiple language support

Hey Hannah,

In Zendesk Explore, try using the Attribute for 'User Locale' in conjunction with a metric for counting the number of Tickets. That should break down the languages for you by the # tickets created attached to that requester's language. 

If you have requesters who submit in multiple languages, I would suggest creating a trigger for each support language that sets a value in a custom drop down field for Ticket Language. This way you get an accurate count going forward of the ticket language, even if the requester's locale settings change.

Afficher le commentaire · Publication le 07 juin 2022 · Dan Ross

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Commentaire de la communauté Feedback - Help Center (Guide)

Thanks Ryan McGrew that's awesome to hear! Will this allow redirect to any URLs or just to  Zendesk ones in the same instance? Our use case is that we wish to merge different instances of Zendesk and one of the blockers is that the help centres need to be migrated and redirected.

Thanks!

Afficher le commentaire · Publication le 07 juin 2022 · Dan Ross

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CommentaireEnd users and organizations

Hey Erik,

try doing a search in Zendesk using your API field name for the org field, using 'none' as the search term. 

Ex: if your field API name is 'region' then your search would be 
region:none


Does that find what you need?

Afficher le commentaire · Modification le 04 mai 2022 · Dan Ross

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Commentaire de la communauté Q&A - Tickets and email

Hey CJ,

 

I hear you, I just had an admin get bit by this recently. 

Here's how we're doing things:

  • We make a personal view for tickets assigned to the group/agent that's gonna be changed
  • Add the new group to the agent's profile and set it as default
  • Bulk update the tickets in the view from old agent/group to new agent/group
  • Remove old group from profile

We use a tool called Lovely Views for our view management and it really helps with this problem too. It lets you select all ticket pages pages and run bulk updates in the background. I can do 1000 tickets in one shot that way easier than the max 100 at a time in the native UI with page flips every 30 tickets. 

Afficher le commentaire · Publication le 04 mai 2022 · Dan Ross

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Commentaire de la communauté Feedback - Reporting and analytics (Explore)

We found this post because we just ran into this issue after a company wide rebrand. 

Our form IDs didn't change, just the names and it's causing havoc with reports. Please, have these relations stored by the form ID and not the name.

Afficher le commentaire · Publication le 02 mai 2022 · Dan Ross

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CommentaireTicket management

Hey Jasmine Winzeler - you might be able to do something with Zendesk's webhooks feature for this.

When a ticket is created and these secondary user fields are filled, you could have a trigger send a message to a webhook that passes in the field information. You can have that webhook create a user in Zendesk if they don't exist, and if your product supports receiving webhook events of some kind, potentially do the same.

There's probably be some edge cases you'd need to iron out, like what if an email already exists, does it overwrite names, org memberships etc. 

Afficher le commentaire · Publication le 25 avr. 2022 · Dan Ross

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