Bradley Smith

Anything on this Zendesk?
Appreciate this is something that is available through many a paid add-on, but other competitors offer better out of the box and seems mad this isn't a consideration.

Hi all,

We are heavily reporting on 'Submitter Role' as we are looking to increase the number of tickets that are raised by our 'End Users' rather than our 'Agents'.

However, there are certain processes where we have our 'Light Agents' submit/create the tickets - but there is no way of reporting on this.

Is this something that can be looked at or in the pipeline? It's a massive gap for us and the only workaround i see would be to tag all of our users if they were light agents which although may work - I couldn't retrospectively do this to tickets, especially where they are closed.

It seems like it would be a pretty easy thing to do, and i'd be surprised if more clients wouldn't benefit from knowing this information.

Thanks!

Hi all,

I am also trying to overcome this issue.

At present, a requester links a PDF attachment to their ticket - and a trigger automatically sends all information to a third-party supplier. However, all of the placeholders i have tried - only link to the PDF and not attach it. The supplier cannot open this link as they are not in Zendesk.

Is there a way to attach the original document? It can be done via a macro but this involves an agent touching the ticket which we want to avoid.

I agree with Peter above. We have used this to look at the emails that do come into our Zendesk instance - and try and cut out the spam and unwanted emails/cc's etc. We have created a form especially for this that agents can put the ticket on called 'No Action Required' and we consistently monitor this as it shows some regular offenders clogging up our inboxes

Hi all,

As i have seen with other comments - the live (real-time) dashboards look really exciting to users but when you get into the detail, there is very little there of use.

For each of our departments, we have build a static dashboard on a chrome browser which updates every hour, however - as i know some competitors can do - this information should be available in real-time.

The metrics that we use that would be best live (or updated say every 5 minutes):
- Total tickets in 'New'
- Total tickets in 'Open'
- Total tickets in 'Pending'
- Tickets Updated by Agent (Today)
- SLA Achievement % (Today)

We believe this could have a huge impact on agent productivity as it would increase competitiveness amongst the team and also allow more focus on these numbers.

Glad this is finally being implemented - this is a huge thing for a lot of the teams and will be a welcome addition. 

Thanks for the quick response.

I dont think views would not work for us in this instance unfortunately without a lot of set-up and maintenance our end.
We have roughly 150 field staff who are 'associated' with up to 50 organisations. This alignment also can change regularly.
They often go into the system to search for a specific organisation as they may be visiting or have had a question from them. They would then want to look at the outstanding tickets by group in the view above.

Hi all,

We have been encouraging our field teams to look at the Organisation page (below) to understand current outstanding and solved issues.
Although on 'group' you are able to Sort A-Z and Sort Z-A by clicking on it - it doesn't seem like there is a 'filter' available. 
For some Organisations who have a lot of tickets open - this would be a much better user experience if we were able to filter 'By Group' 'By Status' and 'By Requester'

Is this something that has been mentioned before as it would hugely increase our Light Agents accessing and using Zendesk.

Thanks,