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Tony Vardiman

Adhésion le 15 avr. 2021

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Dernière activité le 19 juil. 2022

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Tony Vardiman a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Jessie,

With so many upvotes, why in the world isn't this on the roadmap?  The use case is painfully clear and simple - agents are humans, and thus make mistakes.  When that happens, mulitple organizations are created in Zendesk for the same account (Account A and Accout B).  When tickets are closed under Account B instead of Account A, we need a way to migrate those tickets from Account B to Account and, and be left with Account A only. Super simple to understand this need/case.  Please do this.

Afficher le commentaire · Publication le 06 oct. 2017 · Tony Vardiman

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Tony Vardiman a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

yes please.

Afficher le commentaire · Publication le 15 août 2017 · Tony Vardiman

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Tony Vardiman a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Totally agree that this is a needed (not desired) functionality.  I've never worked with a system before that can only send the survey either "always" or "never".  Intermittent toggles is a must.

 

Afficher le commentaire · Publication le 29 juin 2017 · Tony Vardiman

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Tony Vardiman a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

And it just happened again to me, yet another chance of adding all outlook.com customers to the new organization that I was creating.

Afficher le commentaire · Publication le 14 janv. 2016 · Tony Vardiman

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Tony Vardiman a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Thanks Colin, I agree it changes frequently but we could at least remove the heavy hitters like gmail, outlook, msn, hotmail, yahoo, etc.  Think of it in terms of "top 20" and/or the 80/20 rule.  

Afficher le commentaire · Publication le 14 janv. 2016 · Tony Vardiman

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Tony Vardiman a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Hi Amy, thanks for your reponse.

We can also leave the domain blank, that is not the problem.

The problem is that Zendesk *intermittently* auto-populates domains into the New Organization creation screen (as shown in the screenshot) and we are forced to remove it prior to clicking Save.

This may not sound like an issue at first, but if anybody forgets to remove a domain such as "gmail" or "outlook" before clicking Save, it will combine all customers with that email domain into the same organization, which is obviously a huge issue.

My stance is that Zendesk should not auto-populate those large domains (such as gmail, Outlook, msn, etc.) which would prevent the merging of these users into a single organization.

Does that make sense?

Afficher le commentaire · Publication le 14 janv. 2016 · Tony Vardiman

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Tony Vardiman a créé une publication,

Publication Feedback - Ticketing system (Support)

To my fellow Zendesk users, I must say I am very disappointed in a particular Zendesk behavior, and also with the Product Management response.  Please let me know if you agree:

Problem: Zendesk auto populates major domains such as outlook.com in the New organization creation screen, which adds all users of that domain automatically to the newly created organization.

PM Response: Unfortunately, this is working as intended. However we hear you and we recognize this can be painful at times.

Here are the details:

I have reported this several times, and it's still a problem.

Again today, I was creating a new organization for a User that has an email that ends in @outlook.com.

When I took steps to create the Organization in Zendesk, I was prompted with the following screen:



Name: Outlook
Email domains: outlook.com
Users from these domains will be added to the organization.

Notice that outlook.com was added AUTOMATICALLY to the Email domains field.  When this happens, if you just click "Save", then all users with an email address ending in outlook.com are AUTOMATICALLY added to that new organization.

My position is that Zendesk should NEVER auto-populate a massive, public email domain like outlook.com, gmail.com, hotmail.com, etc. when creating a new organization.

It creates WAY too much opportunity for user error when creating an organization, by adding all users of the PUBLIC EMAIL DOMAIN to the newly created Organization.

Proposed Solution:

Zendesk should automatically filter specific, public email domains (like gmail.com, outlook.com, hotmail.com etc.) out of the Email domains field when creating organizations.  They could easily create a list of domains to "exclude" from the New organization Email domains field from being auto-populated in that field.  The list should start with the following:

  • gmail.com
  • outlook.com
  • hotmail.com
  • aol.com
  • yahoo.com
  • msn.com
  • icloud.com

I'm sure there are many more that should be automatically excluded.  Let's add to this list as a community.

 

@Zendesk, What say you (again)?

Publication le 21 déc. 2015 · Tony Vardiman

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