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Matthew Hesse

Adhésion le 02 juin 2022

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Dernière activité le 07 juin 2022

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Matthew Hesse a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Sam,

 

Thanks for the links but I'd already read how triggers fire before I posted. And you made my point for me when you stated that events/triggers occur/re-evaluate *whenever* any update occurs. So if I'm looking at a ticket that was opened at point A, then followed up at point B, then replied to by a support person at point C (etc.), the fact that there is no timestamp in the event log makes it increasingly difficult to parse what event prompted what event/trigger. It might be relatively easy when there's only the initial ticket, but we often get pulled in later into the ticket and when we're trying to evaluate the effectiveness of our rules sets, it makes modifying those rules much more problematic.

Can I just formalize a request that Zendesk add timestamps to the Events log for the reasons I already stated?

Thanks,

Matthew

Afficher le commentaire · Publication le 07 juin 2022 · Matthew Hesse

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Matthew Hesse a créé une publication,

Publication Feedback - Ticketing system (Support)

Feature Request Summary: 

[Please add date- and time-stamps to the Event log.]

Description/Use Cases: 

Given that triggers (and other events) occur at various points from ticket initiation to ongoing inputs, and because numerous inputs/events can occur before support staff even begin to reply, it's necessary to know when triggers occurred to correlate what event/trigger happened based on which input. Emails are time-/date-stamped, but exactly when in that sequence the event/triggers fired is a black box. 

Business impact of limitation or missing feature:

Understanding when triggers fire based on what inputs would greatly help us refine our related rules to improve routing efficacies. We can't accurately assess cause and effect when the triggers have no timestamp.

Other necessary information or resources:

none

Publication le 03 juin 2022 · Matthew Hesse

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Matthew Hesse a ajouté un commentaire,

CommentaireTicket management

To reiterate what Timothy Beutler said above (and to expand on it, since no one specifically replied to his post), I not only want to know in what order Events are listed in the log, but it would be great to actually have the date-time stamp as part of the event log. Knowing what triggers happened when, especially in context with the "conversation" part of a ticket, is extremely important to better understand what happened in what order, which ultimately allows us to be better able to tweak our tagging structures, event-handling, etc.

Afficher le commentaire · Publication le 02 juin 2022 · Matthew Hesse

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