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John Polanek

Adhésion le 16 oct. 2021

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Dernière activité le 03 déc. 2024

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John Polanek a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Hi Barry, 

 

We currently do not use routing queues, but if you think this could be a viable workaround, we would be willing to give it a shot. Thanks for the feedback. 

Afficher le commentaire · Publication le 03 déc. 2024 · John Polanek

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Commentaire de la communauté Feedback - Ticketing system (Support)

Hi Barry,

 

Thanks for providing that workaround. Unfortunately that will not work. 

We are not wanting reopens to take priority. Currently they are taking priority over New tickets that have been waiting. I have been told that any ticket that enters the queue, will have the ""creation timestamp" used when routing. this means that those reopens have an earlier “creation timestamp”, so they are routed first. I would want the “new” tickets in the queue that have been sitting to be routed before a customer that just responds backl to us in our main inbox. 

Afficher le commentaire · Publication le 27 nov. 2024 · John Polanek

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John Polanek a créé une publication,

Publication Feedback - Ticketing system (Support)

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

I would like to have the ability to have multiple Global Routing settings, so that users with multiple brands can utilize different sets of features that may not suit the other brand. 
 

What problem do you see this solving? (1-2 sentences) 

For us, we have 3 brands under our 1 enterprise level account. There are many things you can do with brand settings for triggers, automations, etc, but when it comes to Omnichannel routing, all brands need to agree to utilize the same settings. 
 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

This problem happens on a daily basis. One brand would like to utilize skill based, the other would like Roundrobin. Since we are limited to choosing this globally, we have our hands tied. This is critical for our business. 
 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

I have not found a workaround or an app to help.
 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

I would like to see the ability to have multiple omnichannel routing configurations saved, one for each brand you have on your product.

Publication le 26 nov. 2024 · John Polanek

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John Polanek a créé une publication,

Publication Feedback - Ticketing system (Support)

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

I would like to be able to route tickets based on "updated timestamp" and not "creation timestamp".  Currently we “solve” ALL tickets at the end of shift and when the customer writes back in, their ticket takes priority over all the tickets that have been waiting to get answered. We would like routing to use the updated timestamp instead of the created timestamp. 
 

What problem do you see this solving? (1-2 sentences) 

For us, customers are waiting far longer than they should and it affects first reply time, csat, etc. 
 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

This problem happens on a daily basis. This is critical for our business as our customers are left waiting much longer than expected. 
 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

I have not found a workaround or an app to help. I reached out to support to see, and they did not have any suggestions to get around this limitation. 
 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

I would like to see an option to change the order in which tickets are routed. Giving the flexibility of the admin to make the choice of how tickets are routed to their agents. 

Publication le 26 nov. 2024 · John Polanek

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John Polanek a ajouté un commentaire,

Commentaire de la communauté Discussion - Tips and best practices from the community

Does this hide on the left-hand side ticket panel for agents. This is where I would like to hide all the empty fields?

Afficher le commentaire · Publication le 27 sept. 2024 · John Polanek

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John Polanek a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

+1. We have a lot of brands, and it's hard to tell which field is which. 

Afficher le commentaire · Publication le 17 avr. 2024 · John Polanek

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John Polanek a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

We just recently enabled omnichannel routing on our account, which auto-assigns tickets to agents. Even with this, the agents need to constantly refresh the view to see the tickets they are assigned. This defeats the purpose of routing tickets. Refresh should be the default for all account levels. With a support team like ours, that does not often have a backlog of tickets, they need to refresh to see all new content. Zendesk, please make this a priority, as this is a much-needed feature for all. 

Afficher le commentaire · Publication le 29 août 2023 · John Polanek

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John Polanek a ajouté un commentaire,

CommentaireZendesk messaging

I have the same question as someone above, that was not answered. I will copy what they wrote below.

 

After the ticket is marked as closed, How do we prompt the bot again for the customer. 

 

Basically when the customer comes back again for second time, how do we give him the same experience as the first time. We want the bot greeting message with start options to come again for the customer after the ticket is marked as closed. 

Afficher le commentaire · Publication le 27 juin 2023 · John Polanek

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John Polanek a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

We also use hashtags for our order numbers and whenever we use this or a customer replies with the hashtag order number, it adds a ZD ticket link that does not exist. It would be awesome to be able to control this somewhere. 

Afficher le commentaire · Publication le 08 déc. 2021 · John Polanek

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John Polanek a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

This would be an amazing addition to the product. Please consider adding this. 

Afficher le commentaire · Publication le 24 sept. 2021 · John Polanek

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