Eckhard Doll

1. Agent guide
2. Ticket basics
3. Searching tickets

I am currently trying to find all tickets that include an attachment. has_attachments:true gives odd results. 83 tickets are found which is far too few but 1455 side conversations are listed. Are t...

• コメントを表示
• Eckhard Doll
• 作成日時 2023年05月05日 09:12
• 0 件の投票

1. Zendesk updates
2. Announcements
3. Announcing the "is not" operator for the trigger condition "Received at"

Hell froze over. Thank you!

• コメントを表示
• Eckhard Doll
• 作成日時 2023年04月05日 07:37
• 0 件の投票

1. コミュニティ
2. Feedback - Ticketing System (Support)
3. Please STOP making unnecessary changes to UI

Sometimes, I wonder whether Zendesk support agents are happy with all the changes? Perhaps they don't have to use Zendesk themselves? ;-) Have there been any usability tests at all?

• コメントを表示
• Eckhard Doll
• 作成日時 2023年03月29日 07:45
• 3件の投票

1. コミュニティ
2. Feedback - Ticketing System (Support)
3. Agent Workspace - Various Issues

We were migrated to the new agent workspace overnight and I reached out to support to complain via chat this morning. We were back on the old system within 15 minutes which was a pleasant surprise....

• コメントを表示
• Eckhard Doll
• 作成日時 2023年03月07日 16:10
• 0 件の投票

1. コミュニティ
2. Feedback - Ticketing System (Support)
3. Agent Workspace - Various Issues

Same here. If there is no progress with the Agent Workspace feature set within the next months, we will seriously consider moving away from Zendesk. Not an easy task and I guess Zendesk is aware of...

• コメントを表示
• Eckhard Doll
• 作成日時 2023年03月06日 17:00
• 1件の投票

1. コミュニティ
2. Feedback - Ticketing System (Support)
3. Agent Workspace - Various Issues

Still waiting for our forced migration/downgrade. I complained to our account manager but I am not sure if that will help. I guess that the different time zones gave us one last day of normal opera...

• コメントを表示
• Eckhard Doll
• 作成日時 2023年03月06日 15:43
• 0 件の投票

1. コミュニティ
2. Feedback - Ticketing System (Support)
3. Agent Workspace - Various Issues

I agree with everything and cannot wrap my head around it that this was released as it is now and no one really seems to work on enhancing the general user experience. This alone is ridiculous: "- ...

• コメントを表示
• Eckhard Doll
• 作成日時 2023年03月03日 06:06
• 3件の投票

1. コミュニティ
2. Feedback - Ticketing System (Support)
3. Change the order of the comments as an agent when viewing a ticket

Sam, we are in the same situation, but Zendesk has already sent a notification that our support experience will be "upgraded" early March. So, they are forcing us to switch to this "experience"...

• コメントを表示
• Eckhard Doll
• 作成日時 2022年12月28日 15:28
• 3件の投票

1. コミュニティ
2. Feedback - Ticketing System (Support)
3. Is there ANY positive feedback for the new agent workspace?

I would be interested as well, as I received an email that "Zendesk is upgrading your support experience" in early March. From what I have seen and read, it will be a downgrade, which is the first ...

• コメントを表示
• Eckhard Doll
• 作成日時 2022年11月10日 07:36
• 0 件の投票

1. コミュニティ
2. Feedback - Ticketing System (Support)
3. Basic filter option per view

Yes, this would be very helpful indeed!

• コメントを表示
• Eckhard Doll
• 作成日時 2022年07月12日 15:10
• 0 件の投票