Jessica Sills

Feature Request Summary: 

Zendesk Support should increase the bulk edit limitation beyond 100, or give the option to increase the limitation in the Admin Center.

Description/Use Cases: 

We have multiple, frequent use cases in which we need to edit way beyond 100 tickets at a time. Some examples are:

• After a system outage, we’ll often need to reply to a couple thousand tickets to let users know the system is back up.
• After a new content release, we’ll often need to reply to a few hundred tickets to let users know how to work around a bug or the like introduced in the release.
• After a spam attack, we need to delete upwards of tens of thousands of tickets.

We do utilize problems/incidents, but they have the same bottleneck; we can only link 100 incidents at a time.

Business impact of limitation or missing feature:

We have built a custom app which allows us to go beyond the 100 bulk edit limitation, but we now have to maintain that app. It would save us a lot of time on the part of our agents, and effort/cost on the part of our developer, if we were simply able to edit more than 100 tickets at once in the out-of-the-box product.

+1 for a feature to disable the translate bar.

We pay for a third party app for our translation services. Our agents tend to automatically use the Google Translate bar instead of our third party service, because of the placement of the bar and the persistence of it. We need to be able to encourage our agents to use the third party service we are paying for (and prefer) by disabling the out-of-the-box translate bar.

Hi there! I like the look of the new Team Members page but I have some feedback about functionality.

As an admin, I need to be able to delete agents semi regularly. On the old Team Members page, I could click on the agent's name or the 'edit' button, it would take me to their page back in Support, then I could delete the agent from there.

On the new Team Members page, there is now two additional clicks I have to make just to get to the agent's page in support to be able to delete them. I first click on their name, then click on "Account", then click on "Manage Team Member in Zendesk Support". I can then finally delete them with a few more clicks.

Frankly, it's incredibly tedious, especially if I am performing any more than one or two agent deletions. I don't really understand why we have to leave the Admin center and go back to Support in order to delete an agent in the first place. There should be an option to delete when you are viewing the list of Team Members.

Thank you so much for this clarification! It helps a lot.

If I could put in a word for a feature request, it would be nice if the web widget always informed the user that there are no agents currently online, because it's forcing us to come up with mitigation efforts to improve the end user experience.

Hi there,

We are encountering some inconsistencies when testing with our Help Center Web Widget and Talk Digital Line set up.

As mentioned, we have a Talk Digital Line set up, Talk enabled in our Help Center, and a Web Widget with settings that allow for customers to call us using Talk.

In addition, we have a custom button in our Help Center that will open the web widget with only the Talk option available. We are not using the contact options setting for the web widget, because it does not have the behavior we desire.

We found that when all Talk agents are offline and the button is clicked to open the widget, the widget does one of two things:

1. It does not open at all.

2. It opens and informs the user that there are no agents available to take their call.

The MAJORITY of the time, the web widget just does not open at all. In a couple of our test cases, without changing any of our code, the web widget did the second scenario where it opened and informed the end user there were no agents available. We do not know why the widget shows this inconsistency.

Our desired behavior would be that scenario 2 always happens, because otherwise, our button appears to do nothing to the end user.

I could not find any articles about the web widget that talked about this kind of scenario. What is the expected behavior of the web widget when attempting to open it with Talk enabled, with a Digital Line, when there are no agents available?

Hi there,

In our Help Centers, if an end user starts a Digital Line call with us from the web widget, then they navigate away from the page that they started the call on, it ends the call.

Is this expected behavior? Or is this a setting we can change?

Thanks!

We would love to see this update as well. Forcing our customers to scroll through a huge list of values is not great.

Hi there,

I know that manifest.json contents are retrievable in the CSS and HTML files of the Help Center templates, but can I somehow also get manifest settings from within script.js? If so, how?

Thanks!

I am seconding this request. We are trying to make all of our sites, including the Help Center ones, GDPR compliant. The article that I found by Zendesk here: https://support.zendesk.com/hc/en-us/articles/360054053353 just doesn't cut it for us. Asking us to purchase a third party software to control Zendesk's cookies is not an acceptable solution for us.