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Elaine Foster-Jones

Adhésion le 30 août 2023

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Dernière activité le 12 févr. 2025

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Dernière activité effectuée par Elaine Foster-Jones

Elaine Foster-Jones a ajouté un commentaire,

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

Walter Bellante We understand that those with dashboard/report editing capabilities can open a report directly to download from the report builder. However, those without dashboard/report editing capabilities were able to download individual reports from legacy dashboards - is that no longer going to be possible with the new dashboard experience?

Afficher le commentaire · Publication le 27 janv. 2025 · Elaine Foster-Jones

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Commentaire de la communauté Feedback - Help Center (Guide)

Our organization operates on a model where providers perform services for clients. The providers have a separate Brand from the clients in our Zendesk instance because their help center content needs to be different (they're utilizing different sides of the platform - internal/external), and the agents working the tickets are on different teams, and typically do not overlap. However, there are cases where a provider will reach out on behalf of a client, and the ticket may need to be shared to a different group under a different brand in order to have the correct team investigate the issue. In these cases, the providers cannot see their ticket in their Requests page because the ticket has changed brands, and so they end up submitting a new ticket for the same issue, causing duplicates that need to be merged. This could be avoided if they could view tickets where they are the requester on the Requests page, regardless of brand.

 

This should be a setting that admins could enable or disable by brand, because it's understandable that some companies may run brands that are unrelated aside from the company who owns them, and therefore would not want cross-ticket confusion in those cases. Something like a dropdown for each brand where any/all other brands could be selected, based on who should have visibility to that brand's tickets.

Afficher le commentaire · Publication le 27 déc. 2024 · Elaine Foster-Jones

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Elaine Foster-Jones a créé une publication,

Publication Feedback - Reporting and analytics (Explore)

Quick overview of product feature request or feedback and note who is affected by this issue:

I have significant concerns about the Omnichannel datasets not being included in restrictions as part of GA for the new dashboard experience. Other datasets are available for data restrictions, but not these, which are, for us, the most critical to have restricted based on viewer. If we do not have the ability to hide filters, we need data restrictions to be applicable to any/all datasets to create functional dashboards for each of our team's productivity metrics.

What problem would this be solving?

Currently, we have a dashboard looking at schedule adherence for our agents, which is measured based on their online time for certain channels. These reports are useless if we cannot restrict this data based on the viewer. We do not want agents to have access to other agents' individual data via these dashboards, so filters & default filter settings will not meet our needs because we cannot hide them.

How often does this problem occur and what is the business impact?

This issue affects us daily, as our performance metrics dashboard is restricted based on viewer for every dataset except Omnichannel, so agents cannot view their own online time to see if they are meeting benchmarks.

Is there a workaround to solve this problem?

While we do not currently have a workaround that is agent-facing, supervisors have access to a separate dashboard with Filters that they can manipulate to see the correct data per agent. However, we do not want agents to have visibility of other agents' data, which is why Filters are not a viable solution for the agent-facing dashboard.

What would be the ideal solution to this problem? How would it work or function?

We either need the ability to hide filters, like the Legacy dashboards had, or we need all datasets (especially omnichannel) included in data restrictions so that we can restrict based on viewer.

Modification le 22 nov. 2024 · Elaine Foster-Jones

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Elaine Foster-Jones a ajouté un commentaire,

CommentaireCreating dashboards

I have significant concerns about the Omnichannel datasets not being included in restrictions as part of GA. Most other datasets are available for data restrictions, but not these, which are, for us, the most critical to have restricted based on viewer.

 

If we do not have the ability to hide filters, we need data restrictions to be applicable to any/all datasets to create functional dashboards for each of our team's productivity metrics. Currently, we have a dashboard looking at schedule adherence for our agents, which is measured based on their online time for certain channels. These reports are useless if we cannot restrict this data based on the viewer. We do not want agents to have access to other agents' individual data via these dashboards, so filters & default filter settings will not meet our needs because we cannot hide them.

 

We either need the ability to hide filters, like the Legacy dashboards had, or we need all datasets included in data restrictions.

Afficher le commentaire · Publication le 22 nov. 2024 · Elaine Foster-Jones

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Elaine Foster-Jones a ajouté un commentaire,

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

I have significant concerns about the Omnichannel datasets not being included in restrictions. If we do not have the ability to hide filters, we need data restrictions to be applicable to any/all datasets to create functional dashboards for each of our team's productivity metrics. Currently, we have a dashboard looking at schedule adherence for our agents, which is measured based on their online time for certain channels. These reports are useless if we cannot restrict this data based on the viewer. We do not want agents to have access to other agents' individual data via these dashboards, so filters & default filter settings will not meet our needs because we cannot hide them.

 

We either need the ability to hide filters, like the Legacy dashboards had, or we need all datasets included in data restrictions.

Afficher le commentaire · Publication le 22 nov. 2024 · Elaine Foster-Jones

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Elaine Foster-Jones a ajouté un commentaire,

CommentairePublishing and sharing dashboards

Here to voice additional concern about the Omnichannel datasets not being included in restrictions. If we do not have the ability to hide filters, we need data restrictions to be applicable to any/all datasets to create functional dashboards for each of our team's productivity metrics. Currently, we have a dashboard looking at schedule adherence for our agents, which is measured based on their online time for certain channels. These reports are useless if we cannot restrict this data based on the viewer. We do not want agents to have access to other agents' individual data via these dashboards, so filters & default filter settings will not meet our needs because we cannot hide them.

 

We either need the ability to hide filters, like the Legacy dashboards had, or we need all datasets included in data restrictions.

Afficher le commentaire · Publication le 22 nov. 2024 · Elaine Foster-Jones

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Elaine Foster-Jones a ajouté un commentaire,

CommentaireZendesk messaging

I just want to be sure I fully understand the scope of this feature. It adds the ability for agents to suspend end-users from within a Messaging channel ticket in addition to the ability to suspend end-users from the end-user's profile. Am I understanding correctly that this fully suspends the user from being able to contact through any channel, not just through Messaging?

 

We want users to be able to contact us via email if they genuinely need assistance, but we would like to be able to suspend/block users from utilizing Messaging if they have shown abusive behavior in the live channel. Currently, we have an arrangement of tags and triggers to enable this functionality in our instance. It seems this feature update would not be able to replace our current system if it fully suspends the user from all channels.

Afficher le commentaire · Publication le 25 oct. 2024 · Elaine Foster-Jones

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Elaine Foster-Jones a ajouté un commentaire,

CommentaireTicket customization

Adem You can probably use Conditional Fields for what you're trying to do: https://support.zendesk.com/hc/en-us/articles/4408834799770-Creating-conditional-ticket-fields

Afficher le commentaire · Publication le 16 avr. 2024 · Elaine Foster-Jones

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