Flair Customer Support

This is a great idea. It allows the user to describe their issue before asking for more information - or sending them to an agent.

Is there any way to get rid of this little box?

I'm going to chime in here as well...

1. "Good news - upon opening a ticket in Agent Workspace, the conversation log automatically shows the top of the latest message by default, no scrolling required."

Having the most recent message first is not the same as having messages in a specific order. I review tickets all day.

This is maddening and costs me a lot of time a) navigating the new order, b) seeing the most recent message first, and c) ignoring the little box reminding me of what I already know.

2. I suspect locking the message order was done to implement the little box with the "1 unread message" text.

Personally, I find this "box" unhelpful. It blocks part of the screen, forcing me to resize my window to get screenshots. I never use it and it's basically in the way.

2. Easy one-click access to the requester's email address at the top of a ticket has been removed.

Aside from having to do gymnastics to get the email address, this also broke our tamper monkey scripts that help us access an internal tool.

3. Switching from Internal to Public note (and visa versa) deletes any existing text. So if you start typing a public note, then decide to make it an internal note, you have to cut it, then paste it into the internal note.

I cannot understand how this is at all helpful.

4. Moving the reply box and the macro box are violations of maintaining usability.

You might not think it's a big change, but for users who are in the system all day, this messes with praxis by having to rethink rote finger and eye movements. This translates to lost time.

5. You may want to get consensus on new features from your customer base before implementing them.

After I drill in or decompose and save, it's stuck. It won't revert to the original report.

Tried:

• Undo - doesn't undo anything
• Configuration icon: uncheked Drill in and Decompose and it doesn't revert

Overall, these are wonky solutions.

Drill in and decompose shouldn't change the actual report without a confirmation to do so - and there should be a revert button to get back to the original report.

I found a way to make it collapsible!

1. Tap the down arrow on the widget to "Edit filters"
2. Under Display, select "In a drop-down"

However, when using the widget, if it overlaps a report, the UI doesn't update when you collapse the widget.

The time filter takes up a lot of real estate on the dashboard. It'd be great if it could be made collapsable.

Hi All,

Sorin from Swifteq has been working on some cool tools for Zendesk.

Have you seen the help desk manager?

https://www.swifteq.com/zendesk-help-center-manager

(Disclaimer: I have talked with Sorin in the past but am not affiliated with his company. I can say that he is very responsive to requests!)

My best,
Sondra

Hi Steve Moss and Katarzyna Karpinska,

You may want to reach out to Sorin at Swifteq. He's working on a KB collaboration tool.

https://www.linkedin.com/Fin/asorin

I've spoken to him and he's very open to ideas for this feature.

Alexey thanks for the suggestion.

I generated an API key and appended it to my email address as you indicated, however, the API call still failed with error "Couldn't authenticate you"

Any other suggestions?

API Failure