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Molly Katolas

Adhésion le 15 avr. 2021

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Dernière activité le 30 oct. 2024

Zendesk Luminary

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Dernière activité effectuée par Molly Katolas

Molly Katolas a ajouté un commentaire,

CommentaireMeasuring success

Jennifer Rowe  I have the updated customizable CSAT feature activated and functioning. I need the reporting to match. The reporting only shows good/bad - how do I get the detailed data in Explore?

Afficher le commentaire · Publication le 25 oct. 2024 · Molly Katolas

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Molly Katolas a ajouté un commentaire,

CommentaireMeasuring success

Is there a placeholder for the CSAT Reason (the dropdown option they'd select after they said they had a bad experience)? I can't find any resources for that. 

Afficher le commentaire · Publication le 22 oct. 2024 · Molly Katolas

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Molly Katolas a ajouté un commentaire,

CommentaireMeasuring success

I'm also looking for reporting available for CSAT in the 1-5 scale. I need to know the count of responses for each number on the scale, not just good/bad.

Afficher le commentaire · Publication le 21 oct. 2024 · Molly Katolas

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Molly Katolas a créé une publication,

Publication Feedback - Ticketing system (Support)

Currently, end-users have the option to enable 2FA for their support center logins but there is no way for admins to require the 2FA setup. This is an issue because customers don't always know it's an option and often won't set it up themselves. Requests submitted in our help center can have significant impacts for our customers and their services with us and oftentimes include CPNI data we want to ensure is seen only by authorized users.

 

We work B2B and forcing our customers to utilize a 2FA solution would make Zendesk a more secure system for us and our customers. We've received direct requests for this functionality from our customers as well. Our workaround is to advise of the optional 2FA setup, but this doesn't solve the problem for our biggest enterprise customers. 

 

Ideally, the solution would be similar to the agent 2FA options in the admin interface. There should be the option to require 2FA for all end users. It would be even better to have the functionality to require it for only certain organizations or user segments. 

Modification le 18 sept. 2024 · Molly Katolas

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Molly Katolas a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Is there a way to pull a list of which end-users have 2FA enabled? If we can't enforce it for end-users, how can we tell (in bulk) who is using it and who isn't? 

Afficher le commentaire · Publication le 18 sept. 2024 · Molly Katolas

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Molly Katolas a ajouté un commentaire,

Commentaire de la communautéAnnouncements

Functionally, I can't seem to open any of my tickets. When I click on a ticket subject link from my Requests page (https://support.zendesk.com/hc/en-us/requests?query=&page=1&selected_tab_name=my-requests) it won't open the ticket. I've tried several different tickets and they all behave in the same way (seems similar to the dead developer link Jacob pointed out https://support.zendesk.com/hc/en-us/sections/4405298889242-Developer-updates) 

Afficher le commentaire · Publication le 26 mars 2024 · Molly Katolas

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Molly Katolas a ajouté un commentaire,

CommentaireTicket management

as mentioned by another user above, we would love the ability to set the Group automatically, but don't want the Assignee set automatically 

Afficher le commentaire · Publication le 25 mars 2024 · Molly Katolas

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Molly Katolas a ajouté un commentaire,

Commentaire de la communauté Developer - Zendesk Apps Framework (ZAF)

Heyya - we're seeing this behavior as well. Was there ever any resolution to identify which ticket is in focus?

Afficher le commentaire · Publication le 17 oct. 2023 · Molly Katolas

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Molly Katolas a ajouté un commentaire,

CommentaireAnnouncements

Thanks Barry Neary - please exclude our accounts. 

Afficher le commentaire · Publication le 16 août 2023 · Molly Katolas

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Molly Katolas a ajouté un commentaire,

CommentaireAnnouncements

I was notified our account would be activated for Omnichannel routing but this article makes it sound like I have the option to simply go in and turn it off afterwards. I'm a little confused about the message here - what's the point of Zendesk forcing it live on some unknown date just for me to go in and turn it off again until our team is ready (and willing) to make the change? I'm not against using it but I'd like to turn it on at a time that's decided by my team, not an arbitrary date set by Zendesk. 

Afficher le commentaire · Publication le 15 août 2023 · Molly Katolas

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