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Jennifer Gillespie

Data ingresso 13 mar 2023

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Ultima attività 11 apr 2024

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Ultima attività di Jennifer Gillespie

Jennifer Gillespie ha commentato,

CommentoTeam members and groups

I'm checking out the new Dashboard that was released today and it is only showing State Details for 2 of our 76 team members (only filter being used is the date range).  Is data still being migrated in for this new dashboard?  Or why am I not able to see the state of all team members in this dashboard?

 

Visualizza commento · Data ultimo post: 11 apr 2024 · Jennifer Gillespie

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Jennifer Gillespie ha commentato,

CommentoSetting up Zendesk Guide

Shaun Murray No. I have not received any feedback on this one from Zendesk.

Visualizza commento · Data ultimo post: 01 dic 2023 · Jennifer Gillespie

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Jennifer Gillespie ha commentato,

CommentoHow to create and update reports

What about seeing how much time each agent spent on a ticket (1 ticket, all tickets for 1 day)?

Visualizza commento · Data ultimo post: 10 nov 2023 · Jennifer Gillespie

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Jennifer Gillespie ha commentato,

CommentoViews, ticket status, and ticket fields

Agree with Eleanor...the team typically looks back at tickets they've worked when a similar one comes in.  Only having the search option for this creates a lot more time to get to what they want to find with all the tickets we have in our system.

 

Visualizza commento · Data ultimo post: 09 nov 2023 · Jennifer Gillespie

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Jennifer Gillespie ha commentato,

Commento nella community Feedback - Ticketing system (Support)

Please reconsider...since Zendesk has an event option it would be easy enough to have in the event and audit trail for any edits just like it does for any field value that is updated over time.  Offering comment edits from the Agent side would not impact the integrity of the system if an audit trail is present for all history (which you already do).  Every ticketing system I've used or use besides Zendesk offers the option to edit/update a comment and then tracks the pre/post save values historically in the audit trail.

Visualizza commento · Data ultimo post: 02 nov 2023 · Jennifer Gillespie

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Jennifer Gillespie ha commentato,

Commento nella community Feedback - Ticketing system (Support)

Shawna James  I can make note of that; however, you might want to make sure your Support folks know that as they are the ones that sent me to this location and told me to log it here. 

Visualizza commento · Data ultimo post: 19 ott 2023 · Jennifer Gillespie

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Jennifer Gillespie ha creato un post,

Post Feedback - Ticketing system (Support)

So we really like the idea of using Followers; however, losing quick visibility to if folks are cc'd or not on the ticket is going to create extra work for my team.  With the old functionality anyone can quickly see if there are or are not cc's.  With the new functionality we know have to either create a Public Reply or check Events to see who is a cc before we are ready to send a reply.  Is there a way to request an enhancement to bring back the 'cc' box at least for viewing (can be read only) so someone can quickly see if anyone is or isn't a cc on a ticket?

 

Losing the ability to quickly see who's a cc and only being able to see that on a Public Reply to me says we went backwards on the cc feature when you added the Followers option.

Data ultimo post: 13 ott 2023 · Jennifer Gillespie

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Jennifer Gillespie ha commentato,

CommentoTicket basics

So we really like the idea of using Followers; however, losing quick visibility to if folks are cc'd or not on the ticket is going to create extra work for my team.  With the old functionality anyone can quickly see if there are or are not cc's.  With the new functionality we know have to either create a Public Reply or check Events to see who is a cc before we are ready to send a reply.  Is there a way to request an enhancement to bring back the 'cc' box at least for viewing (can be read only) so someone can quickly see if anyone is or isn't a cc on a ticket?

 

Losing the ability to quickly see who's a cc and only being able to see that on a Public Reply to me says we went backwards on the cc feature when you added the Followers option.

Visualizza commento · Data ultima modifica: 11 ott 2023 · Jennifer Gillespie

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Jennifer Gillespie ha commentato,

CommentoTicket basics

Sydney Neubauer  Interesting.  That honestly is super unhelpful for us when we sometimes just need to see who's been cc'd without having to write/start a public reply.  We regularly save/add new cc's before making the reply to ensure that they are not forgotten (that part is feedback for Zendesk).  I appreciate you letting me know about your experience.  I've logged a ticket with support so we'll see what I can find out from them on this topic.

Visualizza commento · Data ultimo post: 11 ott 2023 · Jennifer Gillespie

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Jennifer Gillespie ha commentato,

CommentoTicket basics

I noticed when I enabled Followers that I no longer get the box to show me who's a 'CC' on the ticket also.  Why is that box disappear when the Followers are enabled OR I opt to use the new CC and Followers functionality (with Followers turned off)?

Visualizza commento · Data ultimo post: 09 ott 2023 · Jennifer Gillespie

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