最近の検索


最近の検索はありません

Matthew Hesse's Avatar

Matthew Hesse

参加日2022年6月02日

·

前回のアクティビティ2022年6月07日

フォロー中

0

フォロワー

0

合計アクティビティ

8

投票

3

受信登録

2

アクティビティの概要

さんの最近のアクティビティ Matthew Hesse

Matthew Hesseさんがコメントを作成しました:

コミュニティのコメント Feedback - Ticketing system (Support)

Sam,

 

Thanks for the links but I'd already read how triggers fire before I posted. And you made my point for me when you stated that events/triggers occur/re-evaluate *whenever* any update occurs. So if I'm looking at a ticket that was opened at point A, then followed up at point B, then replied to by a support person at point C (etc.), the fact that there is no timestamp in the event log makes it increasingly difficult to parse what event prompted what event/trigger. It might be relatively easy when there's only the initial ticket, but we often get pulled in later into the ticket and when we're trying to evaluate the effectiveness of our rules sets, it makes modifying those rules much more problematic.

Can I just formalize a request that Zendesk add timestamps to the Events log for the reasons I already stated?

Thanks,

Matthew

コメントを表示 · 投稿日時:2022年6月07日 · Matthew Hesse

0

フォロワー

1

投票

0

コメント


Matthew Hesseさんが投稿を作成しました:

投稿 Feedback - Ticketing system (Support)

Feature Request Summary: 

[Please add date- and time-stamps to the Event log.]

Description/Use Cases: 

Given that triggers (and other events) occur at various points from ticket initiation to ongoing inputs, and because numerous inputs/events can occur before support staff even begin to reply, it's necessary to know when triggers occurred to correlate what event/trigger happened based on which input. Emails are time-/date-stamped, but exactly when in that sequence the event/triggers fired is a black box. 

Business impact of limitation or missing feature:

Understanding when triggers fire based on what inputs would greatly help us refine our related rules to improve routing efficacies. We can't accurately assess cause and effect when the triggers have no timestamp.

Other necessary information or resources:

none

投稿日時:2022年6月03日 · Matthew Hesse

2

フォロワー

6

投票

4

コメント


Matthew Hesseさんがコメントを作成しました:

コメントTicket management

To reiterate what Timothy Beutler said above (and to expand on it, since no one specifically replied to his post), I not only want to know in what order Events are listed in the log, but it would be great to actually have the date-time stamp as part of the event log. Knowing what triggers happened when, especially in context with the "conversation" part of a ticket, is extremely important to better understand what happened in what order, which ultimately allows us to be better able to tweak our tagging structures, event-handling, etc.

コメントを表示 · 投稿日時:2022年6月02日 · Matthew Hesse

0

フォロワー

1

投票

0

コメント