Welcome to the Zendesk Community - Please introduce yourself!

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72 コメント

  • Hayley Jones
    コメントアクション Permalink

    Hi all,

     

    My name is Hayley Jones and I'm currently looking for a replacement to our current software.

    We are a global online retailer/ecommerce company based in the Netherlands and have an international contact center based in 4 different countries, some in-house, some at BPO. 300 agents and growing.

    I too have a dog, actually I have 2 of them.

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  • Dwight Bussman
    コメントアクション Permalink

    Nice to (virtually) meet you, Hayley. Welcome to our Community!

    2 quick things:

    1. Nice avatar/user-icon
    2. What kind of dogs? My wife & I have two dogs as well (one for each of us) - a Westie named Juno who's 14, and a toy poodle named Ellie who's 11.
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  • Hayley Jones
    コメントアクション Permalink

     

    Meet my doggies.

    The one on the left is Duvel, 6 years old, named after Belgian beer.
    The old girl on the right is Rossi, almost 12 years old and named after the MotoGP legend Valentino Rossi.

    7
  • Dwight Bussman
    コメントアクション Permalink

    I am a huge fan/collector of Belgian beers and have watched The Doctor since I was a small boy :) 

    Lovely dogs! Thanks for sharing.

    2
  • Anthony Inman
    コメントアクション Permalink

    @Hayley Jones They look like a couple of sweet hearts. Such cutie patuties. 

    2
  • Ian Leslie
    コメントアクション Permalink

    I have a slightly unconventional hello. I am a software developer part time photographer. One of my favourite vendors just started using your software for their support, Phase One is the company and the product is Capture One (https://captureone.com). It is a photo editor and photo collection manager (DAM).

    I am here because I just entered my first two support cases in to their system and my experience was not what I expected. My question to you is - is that just how your software works? Or is Capture One's implementation not quite up to par? Their site is here: https://support.captureone.com/hc/en-us

    Here are my two issues:

    1) There is no way to see on going or closed cases on their web site. Under my account page there is lots of information about me and a support tab. That tab has some of what I would expect; access to a knowledge base, questions, release notes and a way to create a new support ticket. It does not have a way for me to see my entered cases. I think I should be able to see my ongoing and historical cases in a list where I can monitor them and add comments etc.

    2) The email I received tells me nothing about my case. Not a thing that is useful to me. There is a number but since I don't have a list of cases (see #1) that does nothing to help me. Since I entered two cases close together I am not really sure which is which even. So while I can reply I don't really know which I am replaying too. Right now I can remember which was first and which was second but tomorrow or after a few responses I don't think that is going to work.

    If this is not the state of the art that your software can do for Capture One is there someone who can help them fix things on their site?

    Please,

    Ian

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  • Brandon Tidd
    コメントアクション Permalink

    Hey Ian,

    I don't work for Zendesk or Phase One - but at a high level I can tell you that this feels like a pretty standard Zendesk implementation.  To your first point, Zendesk does have the ability for end-users (you) to see open cases and case history, but since this would require you to authenticate into their support page, many companies don't have this feature enabled to help streamline the customer experience.  It is also possible that since, as you mentioned, they are a relatively new Zendesk customer, they just haven't activated this feature yet.

    Regarding the email reply with case #, the purpose of this notification is two-fold.  One, it gives you a reference number to fall back on should you decide to reach out to support on another channel ("I'm calling in reference to case #405").  It also gives you an avenue to reply to when updating your case with new information ("I forgot to attach a file, please see attached.")

    I'm sure the community moderators will be happy to pass along your feedback to the account team so that they can review the setup with Phase One in more detail, but I don't see anything here that is overtly out of bounds.  

    Hope this helps!

    Brandon

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  • Brett - Community Manager
    コメントアクション Permalink

    Hey Ian,

    Welcome to the Zendesk Community!

    To answer your question, out of the box an end-user is able to track their request from the Help Center. Check out our Help Center Guide for End-Users article for more information.

    That being said, it's up to the business on whether or not they want to make these features available for their customer base. We're rather limited on what information we can provide regarding one of our customers but appreciate you bringing this to our attention.

    I'll be sure to pass this feedback along to the appropriate team so they can possibly offer up some guidance for this account.

    Let me know if you have any other questions.

    Cheers!

    1
  • Ian Leslie
    コメントアクション Permalink

    Thank you Brett I appreciate it.

    Brandon,

    Thanks for your response.

    I get the desire to offer a stream lined experience without log in. I do however already have a log in at Phase one's site and used to be able to see a list of cases (under their old system). Also I have no issue with exposing the case numbers in emails. My problem is that's all there is. The title is not part of it so I have no idea what case is what. I'm sure that is fine if you only have one thing on the go at one time but I just opened two and have one that was still ongoing (which is now likely lost during the transition to the new system).

    Hears hoping they can get guidance and help to make things better for their customers.

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  • sakura
    コメントアクション Permalink

    Hello everyone! I am sakura from Japan.

     

    It has been decided that I will transfer to being the CS charge starting this month.

    My english is not very good, but I'll try my best!

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  • Darko Meskoski
    コメントアクション Permalink

    Hi every one. I work at Reetek and i am responsible for project management and customer success. We are a custom software and CMS implementation organisation and we have recently took the decision to start working with Zendesk and introducing it to our clients to help eliminate duplication of tasks and move from emails as a form of raising issues.

    I really like the platform and it is simple to use! Good job guys and nice to meet you all :)

    1
  • Nicole - Community Manager
    コメントアクション Permalink

    Welcome, Darko Meskoski! We're glad to have you and look forward to seeing you around the community. Let us know if you have any questions on where to post or how to use our forum. :) 

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