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Judd Higgins

Adhésion le 03 août 2022

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Dernière activité le 18 janv. 2025

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Dernière activité effectuée par Judd Higgins

Judd Higgins a ajouté un commentaire,

CommentaireTicket basics

+1 the comments about email only use.  The fact that it's not configurable is upsetting. https://support.zendesk.com/hc/en-us/articles/4408821259930/comments/4572991646746

 

Also, switching to an Internal Note is now 2 clicks instead of one click on a tab previously. Please let me know if this is configurable as this is essentially increasing my agents' friction.

 

If you were going to make a complete 180 degree change like this, you should have at least adding some configurability to the layout for those people who use email. This new layout makes trying to read threads so much more difficult. 

 

Why would I scroll to the bottom of a thread to reply when the top of the page has the latest reply from the customer?

Afficher le commentaire · Publication le 28 oct. 2024 · Judd Higgins

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Judd Higgins a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Now that the new CSAT Experience is out, I am posting to this thread again as the page discussing the new CSAT experience is locked for comments.

 

https://support.zendesk.com/hc/en-us/articles/8056511676570-Announcing-the-customizable-CSAT-experience

 

Please let us know if and how we can do more with CSAT in terms of deletion or hiding of erroneous CSAT that affects our agents.

This has been a request to Zendesk Product Team for at least three years. Please see Briana Hansen's initial comment above

 

https://support.zendesk.com/hc/en-us/community/posts/209930757-Can-you-invalidate-satisfaction-survey-responses-

https://support.zendesk.com/hc/en-us/community/posts/203190353-Removing-Bogus-Customer-Sat-Scores

https://support.zendesk.com/hc/en-us/community/posts/360004381108-Removing-invalid-chat-ratings-from-tickets

https://www.reddit.com/r/Zendesk/comments/emptcc/a_way_to_remove_negative_feedback/

Afficher le commentaire · Publication le 17 oct. 2024 · Judd Higgins

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Judd Higgins a ajouté un commentaire,

CommentaireHow to create and update reports

As this is a standalone major feature for Zendesk, you need to develop a dataset or a way for us to report on these. Side Conversations are such an integral part of handling and solving tickets that we need a built-in report that does not require a workaround (which excludes the hundreds-thousands of previously created side conversations).

 

Please add my voice to this needed feature request. Thanks! 

Afficher le commentaire · Publication le 13 mai 2024 · Judd Higgins

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Judd Higgins a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Commenting to add my voice to this request. CSAT is part of our variable incentive and those erroneous bad CSAT replies cannot currently be removed which negatively affects our reporting, team morale, and incentive pay.

Afficher le commentaire · Publication le 12 mars 2024 · Judd Higgins

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Judd Higgins a ajouté un commentaire,

CommentaireTicket basics

Dane The Events API you linked here; https://support.zendesk.com/hc/en-us/articles/4408829170458/comments/5522042156314 takes us to a 404.  Can you please update the link for us? Thanks!

Afficher le commentaire · Publication le 04 janv. 2024 · Judd Higgins

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Judd Higgins a ajouté un commentaire,

CommentaireMeasuring success

Also a +1 for adding other filter fields such as "Tags" since Zendesk won't allow the sorting to work properly by group and we have US ticket and EMEA tickets and sorting by tags for US and EMEA seems to work in other reports.

Afficher le commentaire · Publication le 08 août 2023 · Judd Higgins

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Judd Higgins a ajouté un commentaire,

CommentaireMeasuring success

Hi! Filtering the Backlog Data by Group provides bad data for "New" status tickets. Please help!

https://share.cleanshot.com/FHrjqSJ5wRft9k4f408b

 

Afficher le commentaire · Publication le 08 août 2023 · Judd Higgins

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Judd Higgins a ajouté un commentaire,

CommentaireMeasuring success

Did anyone ever find a marketplace app that allows setting intervals for csat surveys?

I have clients that write in quite often and we are pinging them too much for csat survey which is skewing our results.

Afficher le commentaire · Publication le 30 avr. 2023 · Judd Higgins

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Judd Higgins a ajouté un commentaire,

CommentaireTicket management

How can I edit a view to move all of 50+ conditions from "Meet Any of the conditions" to "Meet All of the conditions"?

Someone else created this View and I do not have the time to manually recreate 50+ conditions.

Thanks for your help!

Afficher le commentaire · Publication le 27 mars 2023 · Judd Higgins

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Judd Higgins a ajouté un commentaire,

CommentaireCustomizing reports

Adding my plus one to allow formatting for calculated attributes. I don't want to see that it's been 272.3345456467 days since the last reply. I want the calculated attribute to display whole numbers. This is basic formatting stuff.

Afficher le commentaire · Publication le 15 déc. 2022 · Judd Higgins

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