Jon Durlauf

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. 

We would like to add the ability to add images to our dashboards within the new dashboard builder. This would help any type of user interacting with our dashboards to better understand the data. This was a feature in the legacy dashboard builder. 

What problem do you see this solving? 

1. Images can be a powerful tool to help tell a story with the data. They can help show why a particular metric is important in ways that text and reports alone cannot. 
2. Images can help give dashboards a more professional look and feel.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business?

This problem has come to light for us as we have begun to migrate legacy dashboards to the new dashboard builder. The migration tool deletes any existing images, and we do not have a way to add them back. Even if we could, this would be very time consuming as we have over 100+ dashboards. 

Are you currently using a workaround to solve this problem? (If yes, please explain) 

The only current workaround is to use the legacy dashboard builder.

What would be your ideal solution to this problem? How would it work or function?

Ideally, we would like to be able to add images to dashboards using the add button like the legacy dashboard builder. We would also like images to be incorporated into the dashboard migration tool so that we don't have to add all of our images again when migrating our dashboards.

Would there be a way to disable or mark the First Reply Time SLA as achieved when the ticket is created by an answered incoming phone/voice call from an end user? Since that initial phone conversation from the end user is marked as private/internal the First Reply Time SLA does not fire. However, First Reply Time will initiate later unexpectedly if the end user adds a public comment.

This is confusing. We are trying to measure how often our agents to initially reply to our customers within the targeted time. It is hard to trust the data if we are getting First Reply Time breaches on tickets after we have already corresponded with the customer by phone.

Thank you for your work on this new feature! Our agents have given two main points of feedback so far:

1. They miss being able to see the list of tickets when clicking on a particular CSAT rating. It appears a feature request has been made for that here.
2. They would like to be able to view unassigned tickets in their groups from the Agent Home. That way they can find new tickets to work on without having to navigate away to a different view. I have added a feature request for that here in case others have a similar use case.

Our agents are requesting for there to be a section/tab in Agent Home to show a list of new/unassigned tickets in their groups.

In our workflow, agents monitor the list of incoming/unassigned tickets in their groups, and agents assign tickets to themselves from that list. Since tickets are not typically assigned to them by someone else, our agents have to navigate away from Agent Home to take on new tickets. 

The new Agent Home is a good step toward giving agents a single, one-stop location to manage and prioritize all their work. For our use case, we would need a way for agents to find unassigned tickets for it to truly be one-stop.

Thank you for your work on improving the agent experience!

Feature Request Summary: 

Zendesk Support should allow breaches of specific SLA Targets to be used as a condition in automations. Currently, the SLA breach conditions are handled the same regardless of which target is breached (First Reply Time, Total Resolution Time, etc).

Description/Use Cases: 

We are trying to set up escalations for certain types of tickets based on our SLA Targets. The agent assigned to the ticket will receive a notification when the SLA is breached. If a certain amount of time passes after the breach without a resolution, we want a notification sent to management. If further time passes, we want a notification sent to senior management (see table below).

We would like the time between escalation levels to be dependent on the SLA Target. However, the current "Hours since last SLA breach" condition in automations does not take into account which SLA target is breached. This means we can only set one time period for each escalation level regardless of which SLA target is breached. In our case, it does not make sense to set one time period to escalate a ticket for First Reply Time, Periodic Update, and Total Resolution Time.

Business impact of limitation or missing feature:

We can likely use additional automation conditions to work around this limitation for the specific SLA targets we have chosen. However, they will not measure exactly the same way, and they will be harder to maintain. If we decide to change the times on any of the SLA targets (level 1), we would have to update all of the additional automations as well.

In addition, we would not be able to work around this at all if we used any of the SLA targets which pause for a particular status. There are not currently automation conditions that align with those targets.

Thank you, Pedro Rodrigues. This worked!

I was hoping there was an existing field to do this rather than create case statements for all of our 100+ groups, but this gets us the information we need. 

Thank you for the response, @.... I am still unable to report with the group names. We need to see both the new and previous values together. The standard calculated attribute I shared in my previous post provides what we are looking for with the exception of showing group IDs instead of group names. How would I build a standard calculated attribute to display the group name?

Renamed sets are not an option. There is not an option to compute from Group ID. 

Is there a way to create a table counting all ticket reassignments from group to group? We are trying to better understand how tickets flow within our organization. We want to see all group reassignments, even if there are multiple for the same ticket.

I was able to get close using a standard calculated attribute in the Support: Updates History dataset. However, all of the groups show as ID numbers instead of group names. Is it possible to create a table like this with the group names instead of ID numbers? (I could not find a field for the group name.)

Standard Calculated Attribute:

Resulting Table:

Hi, Gabriel! That has not been our experience with call tickets. Our instance is set up for comments to be public by default. However, when we receive calls, it defaults to internal note for the duration of the call and after hanging up.

This isn't a huge deal for us, but some of our agents would prefer the call comments to default to public. Just trying to figure out what are our options for that.

Settings: 

Default call screen:

Is there a way to make agents' comments public/private by default after calls?