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Onur Olmez

Adhésion le 02 déc. 2021

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Dernière activité le 18 sept. 2023

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Dernière activité effectuée par Onur Olmez

Onur Olmez a ajouté un commentaire,

CommentaireHow to solve issues with the email channel

Currently dealing with this issue. Forwarding of email threads to our support email (to then generate a ticket) isn't working. I've opened a ticket with support and am waiting on a response.

Afficher le commentaire · Publication le 14 juin 2023 · Onur Olmez

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Onur Olmez a créé une publication,

Publication Feedback - Admin Center

User management is a fragmented mess.

Case and point, trying to "upgrade" an end-user into an admin. Took me 15 minutes to figure out (struggle) how to do this. I feel like I'm very technically savvy and if I'm struggling, obviously there has to be some room for improvement in the UX and workflow of such a simple task.

Publication le 03 mars 2023 · Onur Olmez

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Onur Olmez a ajouté un commentaire,

CommentaireGeneral questions and issues about tickets

Agree with others that this is a huge limitation and should be considered as a core functionality of the product.

Afficher le commentaire · Publication le 16 déc. 2022 · Onur Olmez

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Onur Olmez a ajouté un commentaire,

CommentaireSetting up Agent Workspace

?

Afficher le commentaire · Publication le 13 oct. 2022 · Onur Olmez

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Onur Olmez a ajouté un commentaire,

CommentaireSetting up Agent Workspace

@...

No dice unfortunately. Can you please add me manually? Thanks.

Afficher le commentaire · Publication le 05 oct. 2022 · Onur Olmez

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Onur Olmez a ajouté un commentaire,

CommentaireSetting up Agent Workspace

Thanks, but problem #2: Apparently the registration site doesn't recognize my preexisting Zendesk Community user account. Is usergroups.zendesk.com different from support.zendesk.com?

Afficher le commentaire · Publication le 05 oct. 2022 · Onur Olmez

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Onur Olmez a ajouté un commentaire,

CommentaireSetting up Agent Workspace

@...

Really would like to get on this roundtable discussion. Unfortunately, the registration link appears to be broken though.

Afficher le commentaire · Publication le 05 oct. 2022 · Onur Olmez

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Onur Olmez a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Amie Brennan, yes I have and per the last section of the article, it seems like this feature is "built-in" to the product and cannot be turned off. The issue I'm dealing with is specifically https-based hyperlinking with I'd like the option to turn off.

Example case:

  1. User replies to ticket asking for instructions to do something.
  2. I reply back to ticket (directly via email channel) including already hyperlinked response to a KB article.
  3. User gets a hyperlinked URL followed by same URL (in parathesis) also hyperlinked. 

It's clumsy both for me and my end users.

Seems like this would be a feature request.

Afficher le commentaire · Modification le 09 sept. 2022 · Onur Olmez

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Onur Olmez a créé une publication,

Publication Feedback - Ticketing system (Support)

Recently migrated my org to the new Agent Workspace product. When I add internal comments to tickets, the first logical action I used to do was to write text, then toggle it to be an internal comment. With the new UX overhaul, it's backwards. Apparently, internal and public comments in the compose window now get their own "cached" messages when composing.  It's incredibly annoying when I compose a long internal comment, then toggle it to be an internal comment and the entire text gets wiped. Have to switch back to public comment view, copy the text, then switch back to internal comment view and paste it. Trying to train myself to first select internal comment first, but it's slowing me down.

Modification le 05 oct. 2022 · Onur Olmez

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Onur Olmez a créé une publication,

Publication Feedback - Ticketing system (Support)

When I reply to an open ticket thread via email and add hyperlinks, Zendesk will automatically add duplicate hyperlinks in parenthesis to the body of the ticket message without hyperlinking the original text. This is incredibly annoying as it unnecessarily clutters the message and makes me look incompetent to my customers. I'm surprised Zendesk isn't able to parse the text and simply add a hyperlink to the text itself (which is literally a link in itself) rather than tacking on another link. 

Publication le 29 août 2022 · Onur Olmez

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