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Martin Chong

Data ingresso 15 apr 2021

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Ultima attività 13 mar 2024

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Ultima attività di Martin Chong

Martin Chong ha commentato,

CommentoSetting up Agent Workspace

I was "encouraged" to use the new workspace/interface and indeed I have been using it for some months now.

After some months of using it I am still struggling with the new chat oriented type of interface.

For the comments, the newest comments is at the bottom of the page meaning the chronological order of the comments is going downwards. But within each comment, the chronological order of the email threads is going upwards.

Further to that, there isn't a great visible border between each comment, meaning it is hard to see the border between each comment. We may need to at least have configurable background colour for the comments so that we can configure alternate background color for the comments. Without that it is hard to differentiate the border of the threads in the email within a comment or it is the border of the comments.

I'm not a UI designer but for some reasons the new UI design is extremely not user friendly especially when we are dealing with supports that involves email threads in comments.

It makes it extremely unproductive. I still prefer the old arrangement and interface.

I thought I was the only one, then I found out from my team - everyone prefers the old arrangement!

Visualizza commento · Data ultimo post: 13 mar 2024 · Martin Chong

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Martin Chong ha commentato,

Commento nella community Feedback - Ticketing system (Support)

+1 for me to be able to change the background colour of the comments and also be able to to set alternate background colours to a long list of the comments in Zendesk support.

For example, alternate white and cyan background for each comment. That is, the first comment is with a white background; the second comment a cyan background; the third comment white background again; fourth cyan etc.

Without the alternate background colours, it is hard for users to differentiate the borders between two actual comments and between email threads (within one same comment) as their borders look similar.

This is especially worse with the new workspace interface. I'm not objecting to any improvements or changes made to the old workspace interface. However, I failed to understand why the new workspace interface is designed in this way and yet customers are forced to use it. It's a failed UI design for email support customers.

The arrangement comments flow is hard to manage. It's a torture to use. Productivity is down.

Visualizza commento · Data ultimo post: 07 nov 2023 · Martin Chong

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Martin Chong ha commentato,

CommentoSetting up Agent Workspace

I'm an Enterprise admin and agent. There is a bar appeared when I use Zendesk. I'm happy with the current UI and workflow. Can I not switch?

Visualizza commento · Data ultimo post: 07 set 2023 · Martin Chong

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Martin Chong ha commentato,

Commento nella community Feedback - Ticketing system (Support)

When Zendesk is used with regulatory bodies such as the FDA, the FDA audit strictly calls for manually setting the mandatory fields prior to closing or merging a ticket (as merge will close a ticket).

The mandatory field value cannot be pre-defined (set with a default value) when a ticket is created as it will be considered a decision is made before a ticket is reviewed. The field value must be set after review, before closing or merging each ticket. And so this is important when one deals with very strict regulatory authorities!

Visualizza commento · Data ultimo post: 03 ott 2022 · Martin Chong

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Martin Chong ha commentato,

Commento nella community Feedback - Ticketing system (Support)

It's not entirely fixed but merely improved (for me).

Visualizza commento · Data ultimo post: 23 mar 2021 · Martin Chong

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Martin Chong ha commentato,

Commento nella community Feedback - Ticketing system (Support)

I have the same issue.

In the process of editing a ticket, pressing the PgUp key on the keyboard causes the ticket page to shift up and to the left. That cuts the left panel by half. Very annoying!

When that happens, it requires a page refresh/reload to get it back to normal.

That happens to both Chrome and Microsoft Edge but not Firefox.

Visualizza commento · Data ultimo post: 08 set 2020 · Martin Chong

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