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D.Fitz

Adhésion le 28 févr. 2023

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Dernière activité le 20 févr. 2025

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D.Fitz a ajouté un commentaire,

CommentaireSingle sign-on

Any plans to enable the use use of OIDC to authenticate users in messaging?

Afficher le commentaire · Publication le 20 févr. 2025 · D.Fitz

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D.Fitz a ajouté un commentaire,

CommentaireTicket basics

We handle tickets in a handful of languages. If we get two Incident tickets, one German and one French, linked to one Problem ticket and then solve the Problem ticket, is there any way to have the response localized? Or would we just need to create some dynamic content and use a placeholder?

Afficher le commentaire · Publication le 18 févr. 2025 · D.Fitz

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D.Fitz a ajouté un commentaire,

CommentaireCreating dashboards

Walter Bellante I didn't know that filters didn't allow users to go beyond the scope of dashboard restrictions, that is interesting. 
I still don't think that addresses the conflicting dashboard restrictions issue - if I have two conflicting filters I can simply exclude a report from a filter. If I have two conflicting dashboard restrictions then both restrictions will apply to all reports. 

Afficher le commentaire · Publication le 17 févr. 2025 · D.Fitz

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D.Fitz a ajouté un commentaire,

CommentaireTeam members and groups

Any news on reordering statuses? We don't use the Away status at all, so it's just clutter in the list. Would be a vastly improved experience if we could remove it or at least move it down the list

 

Afficher le commentaire · Publication le 14 févr. 2025 · D.Fitz

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D.Fitz a ajouté un commentaire,

CommentaireWorkflow best practices and recipes

We're finding that we lose all formatting when using dynamic content with the Auto-Reply. Is this a limitation or a bug? 

Afficher le commentaire · Publication le 13 févr. 2025 · D.Fitz

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D.Fitz a ajouté un commentaire,

CommentaireCreating dashboards

I'm also quite concerned about the number of features that aren't replicable in the new dashboard builder. 
In our Agent Performance dashboards, we report on tickets updated and on CSAT. This means we need to filter the Tickets Updated report by Updater and filter CSAT by Update Assignee (as the end user is the updater in this case). 

It's not possible to exclude reports from Dashboard Restrictions, which means some reports simply won't function if we apply multiple restrictions. 

The alternative is to apply multiple filters and exclude the reports from the filters. However, as these filters are not hideable, there's nothing stopping agents from updating the filters to view the data of their colleagues. 

Seems like a pretty big oversight that is going to prevent us from continuing to use Zendesk for reporting on our agents' performance. 

As requested above, is there any kind of feature request backlog that we can add to to try and get the new dashboard builder in a usable state before launch?

Afficher le commentaire · Publication le 11 févr. 2025 · D.Fitz

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Commentaire de la communauté Feedback - Ticketing system (Support)

It's been 8 years since the initial request to exclude On Hold tickets from the Next Reply Time SLA and, if i understand correctly, no progress has been made at all. 

Is there any plan to make the desired update? 

Afficher le commentaire · Publication le 14 janv. 2025 · D.Fitz

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CommentaireEnd users and organizations

Is there a limit to the number of domains you can add to an Organization?

Afficher le commentaire · Publication le 10 janv. 2025 · D.Fitz

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

Is this still not possible? Seems like a very basic feature

Afficher le commentaire · Publication le 11 déc. 2024 · D.Fitz

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D.Fitz a ajouté un commentaire,

CommentaireMeasuring success

Tetiana Gron I appreciate the response but is there any way to get some sort of indication? Are we expecting this in H1 2025 or at some point in 2026? It's functionality that we require and the timescale is going to determine our own roadmap for the foreseable. 

Afficher le commentaire · Publication le 28 nov. 2024 · D.Fitz

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