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Hope Saldana

Adhésion le 21 nov. 2022

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Dernière activité le 06 nov. 2024

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Dernière activité effectuée par Hope Saldana

Hope Saldana a ajouté un commentaire,

CommentaireTicket basics

Hello! We have an issue using Problem and Incident tickets with our custom statuses. It appears to only respect the original Solved status and not any of our custom Solved statuses. Is there anything in the roadmap to get P/I tickets respecting custom solved statuses? 

Afficher le commentaire · Publication le 08 mai 2024 · Hope Saldana

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Hope Saldana a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Thank you, Shawna! That is a handy template. I have favorited that page for future submissions :)

Afficher le commentaire · Publication le 05 févr. 2024 · Hope Saldana

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Hope Saldana a créé une publication,

Publication Feedback - Ticketing system (Support)

Hi! I would like to request an enhancement for Zendesk Support! 

There is a super handy organization subscription process in place for end users that allows customers to follow all tickets submitted by their organization. I would like to request this feature be made available for agents. Brownie points for making it accessible via Support rather than Guide! Maybe a "Follow" button on the org account that adds the current user to the Organization subscriptions?

Business Case: Many of our current agent groups in Zendesk (such as Consultants, Success Managers, Premium Support, Account Managers, etc) need the ability to follow organization ticket requests. Whether the client is going through a rough spot and needs some white glove treatment or it's a busy season for them or whatever.. sometimes having better visibility is critical for customer satisfaction. Currently, as the admin, I have to add and remove each of these agents (100+ !!!) from individual triggers as they request it. This is very time consuming for me and frustrating for them. Giving them the ability to follow and unfollow organizations themselves would be a huge help!

Please let me know if you need additional details or feedback :)

 

Publication le 25 janv. 2024 · Hope Saldana

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Hope Saldana a ajouté un commentaire,

Commentaire de la communauté Feedback - Help Center (Guide)

We could use this too! Our customers would like the ticket ID included. 

Afficher le commentaire · Publication le 27 nov. 2023 · Hope Saldana

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Hope Saldana a ajouté un commentaire,

CommentaireTicket customization

Jeremy, I believe statuses by groups is on the roadmap. Can't wait! We have the same issue.

Afficher le commentaire · Publication le 20 nov. 2023 · Hope Saldana

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Hope Saldana a ajouté un commentaire,

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

Hey Bruno! Zendesk just added this feature! The wait is over :)

Afficher le commentaire · Publication le 03 oct. 2023 · Hope Saldana

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Hope Saldana a ajouté un commentaire,

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

WHOOHOO!! Thank you, Zendesk!! SO SO helpful. 

Afficher le commentaire · Publication le 28 sept. 2023 · Hope Saldana

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Hope Saldana a ajouté un commentaire,

CommentaireMetrics, attributes, and filters

Yes, this gets me close! I have used this formula to show how many times our Support group moves a ticket to our Development group. However, I need to see how many times they have moved a ticket to any group. How many times did Joe Smith move a ticket out of the Support group? I would like it to show the ticket only one time per agent. So, if the ticket came in and out of Joe's queue a couple times, it would only show once for Joe. However, it Steve also moved that same ticket out of Support once, it would show once on both Steve and Joe's numbers. Hopefully that makes sense!

Afficher le commentaire · Publication le 28 sept. 2023 · Hope Saldana

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Hope Saldana a ajouté un commentaire,

CommentaireMetrics, attributes, and filters

Hello! This answered my question as well. However, I need the other value to be returned. Is there a way to display the original update group? The "Updater's Group" or "Updater Group" would be extremely helpful. Here is the use case:
We are trying to track our agent's productivity. One of the way we do that is to see how many reassignments the agent has done (triaging) in a given period of time. The problem I run into is when I try to display reassigned tickets by updater and filtered by group (so I can see all of my agents in the Support group), the ticket is in another group so the group filter is useless. However, if we could filter by the Updater's Group, that would completely solve the problem. 
Is there a way to do this now without selecting every individual person I need in the Updater field?

Afficher le commentaire · Publication le 27 sept. 2023 · Hope Saldana

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Hope Saldana a ajouté un commentaire,

CommentaireCustomer management and profiles

When added a ticket on behalf of a customer who is part of multiple orgs, how do a select the correct org? It looks like it just uses the default org. 

Is the only way to do this to change the default org on the user every time?

Afficher le commentaire · Publication le 06 juin 2023 · Hope Saldana

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