Recherches récentes
Pas de recherche récente

Jamie S
Adhésion le 03 sept. 2022
·
Dernière activité le 03 sept. 2022
Suivis
0
Abonnés
0
Activité totale
2
Votes
0
Abonnement
1
APERÇU DES ACTIVITÉS
BADGES
ARTICLES
PUBLICATIONS
COMMENTAIRES DE LA COMMUNAUTÉ
COMMENTAIRES SUR L’ARTICLE
APERÇU DES ACTIVITÉS
Dernière activité effectuée par Jamie S
Jamie S a ajouté un commentaire,
Hi Zendesk! Thanks for describing the default display ordering of the tickets! Is there any way to change the display order from Requestor Updated date (oldest first) to Request Submitted date (oldest first)? Keeping the First Response metric low, and Time to Resolution metric low, requires sorting open tickets by *submitted* date, so the ones that have been open the longest get worked on first, without punishing (or prioritizing) customers who try to "bump" their thread for visibility.
It's a normal behavior to send a "bump" message when a recipient is unresponsive, since most email clients move the newest messages to the top. Zendesk moving these to the bottom rather than the top might make sense, but it is not a behavior the customer expects or understands, as it's opposite to their usual email communication experience. It also ensures that very engaged customers may never receive assistance while the most passive customers are served first. Urgency is a key reason people become more engaged, and this system behavior literally penalizes urgent issues for being urgent, or anxious people for being anxious, while prioritizing issues that have less customer engagement, just because they have less customer engagement. In my opinion, inverse-recency of customer update (rather than agent update or issue submission date), is a bizarre way to rank requests.
Please can you let me know if there's a way to sort the tickets by Submitted date or Agent Updated date rather than Requester Updated date? Thanks!
Afficher le commentaire · Modification le 03 sept. 2022 · Jamie S
0
Abonnés
1
vote
0
Commentaire