Let's discuss avoiding embarrassing mistakes... I mean in Zendesk tickets!
For myself and for some others, the Time Tracking app has been great for giving a slight pause in ticket updating and can help to avoid the 'oh no!' situations that have created demand for an undo feature in Zendesk.
We're currently developing some apps that include a timer similar to the Time Tracking App. The latest one, 'SmartSolve', is due in the marketplace soon, and currently includes a very basic timer. However we want to do a lot more with this.
So... if we're going to reinvent the Timer - then it makes sense to get community feedback on the features that would be desirable. What are your best or worst timer features? What features are a waste of time and could be dropped?
The Review app mentioned will work with the Timer, to pop up whenever there is a public comment and will actually show the comment being made - ideally just as it will look once submitted, and should provide even greater opportunity to spot a problem. Undo features are rarely perfect - my gmail undo has saved me a lot of hassle, but there's also been plenty of times that I've realized an issue just after the opportunity to undo has passed.
What should we aim to achieve with the Timer, Review and our SmartSolve app, and how should these work together?
Join in and leave your thoughts here.
For the record, BizStudio is an independent, NZ based business. We develop third party apps to extend Zendesk. We've been using Zendesk Support ourselves for almost 10 years and have been closely involved in the community over the years. We develop apps that meet our own needs, whilst also keeping close to other Zendeskers to hear what ideas they have to improve customer support.