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Perla Rimmerman

Adhésion le 15 avr. 2021

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Dernière activité le 03 juil. 2024

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Dernière activité effectuée par Perla Rimmerman

Perla Rimmerman a ajouté un commentaire,

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

+1 for the ability to report problem and linked incidents. 

Afficher le commentaire · Publication le 03 juil. 2024 · Perla Rimmerman

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Perla Rimmerman a ajouté un commentaire,

CommentaireSlack integration

The biggest challenge for us with the new /zendesk command is that the info on the ticket created is sent as a DM instead of posting in the channel it was created. This reduces visibility for the team. The current workaround is to post a message in the channel, then create a ticket for the message. Is there a way to make it post in the channel again without the added step? 

 

Afficher le commentaire · Publication le 22 mai 2024 · Perla Rimmerman

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Perla Rimmerman a ajouté un commentaire,

CommentaireZendesk messaging

We don't have them either, and it would improve our life greatly to be able to fix the current challenges that messaging presents.

Afficher le commentaire · Publication le 01 févr. 2024 · Perla Rimmerman

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Perla Rimmerman a ajouté un commentaire,

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

I completely share the sentiment that this message is extremely annoying. It's become a daily nuisance, and it's gotten to the point where I cringe when I see it. It's definitely not the kind of experience I'd like to kick off my day with.

The suggested workaround is quite convoluted and impractical. Creating a separate group or department, configuring operating hours, and employing JavaScript APIs seems like an overly complicated solution for a feature that we didn’t request.

It'd be so much better if the system could address this problem directly, rather than making us jump through hoops.

Afficher le commentaire · Publication le 03 nov. 2023 · Perla Rimmerman

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Perla Rimmerman a ajouté un commentaire,

CommentaireExplore recipes

Same here. It's been very hard for us to measure agent touches with the different channels, side conversations, etc. I would also love a recipe similar to what Marta Lagut suggested so we can accurately measure agents' contributions on any given day. 

Afficher le commentaire · Publication le 21 mars 2023 · Perla Rimmerman

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Perla Rimmerman a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Adding my vote. This feature is needed.

Afficher le commentaire · Publication le 09 juil. 2021 · Perla Rimmerman

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Perla Rimmerman a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

That is great news, Nicole! The ability to correct typos would be great. The typo for lost_shirt is not a fun one to have on reports :) 

Afficher le commentaire · Publication le 06 mai 2021 · Perla Rimmerman

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Perla Rimmerman a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Our use case is very similar to OP. This is a much needed integration.

Afficher le commentaire · Publication le 19 mars 2020 · Perla Rimmerman

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Perla Rimmerman a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

If not able to implement a way to erase tags, at least add a way to prevent tags from showing in the auto-fill option for the ticket field, like a blacklist.

Afficher le commentaire · Publication le 13 juil. 2018 · Perla Rimmerman

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Perla Rimmerman a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

We really need a way to replace tags from closed tickets, since deleting them is not an option. We are left with several typos and incorrectly named tags forever and they are a source of confusion for our agents.

A suggested workaround: add the ability to remove tags from showing in the suggested list of tags.

Afficher le commentaire · Publication le 07 juin 2017 · Perla Rimmerman

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