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Bobby Koch

가입한 날짜: 2021년 11월 03일

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마지막 활동: 2025년 2월 17일

Zendesk Luminary

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님의 최근 활동 Bobby Koch

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댓글Workflow best practices and recipes

need to be able to send more than 1 of these per ticket…

댓글 보기 · 2025년 2월 17일에 게시됨 · Bobby Koch

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댓글Workflow best practices and recipes

Is there a way to change this from saying “Zendesk”

댓글 보기 · 2025년 2월 13일에 게시됨 · Bobby Koch

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커뮤니티 댓글 Feedback - Chat and Messaging (Chat)

adding my two cents - not speaking for Chris. 

 

We would like to see something like you both said, where we can either solve a ticke/mark as abanonded, or if the user leaves the session before an agent responds, deprioritize it or add it back to the queue should they go active again

댓글 보기 · 2025년 2월 10일에 게시됨 · Bobby Koch

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커뮤니티 댓글 Feedback - Admin Center

+1

댓글 보기 · 2025년 2월 04일에 게시됨 · Bobby Koch

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댓글Business rules

Liia just disable it and create a trigger. Should work, I do it that way in my sandbox account. 

댓글 보기 · 2025년 2월 03일에 게시됨 · Bobby Koch

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Bobby Koch님이 에 게시물을 만듦

게시물 Feedback - Chat and Messaging (Chat)

 

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.]. (2-3 sentences)

Nested fields (i.e., Pizza Toppings - Cheese::Mozzerella, Cheese::Cheddar) are a great way to route tickets in GUIDE. In messaging, the nested front-end does not work, and instead you see the values you enter in admin. This is a horrrible customer experience. 

What problem do you see this solving? (1-2 sentences) 

Feature parity. This is not a “problem” this is a must have and frankly unacceptable today. 

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? (3-4 sentences)

Today. There are two options:

- Create a second field for nested questions (defeats the whole purpose)
- Create separate fields for your messaging experience and your web portal experience. This causes disjointed data, and is also a bad option. 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

Yes, I have to create separate fields and not use the ultra convenient nested fields. 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

Just make it work. This is not a suggestion, it's basic functionality that works in one plac eand not in another. 

2025년 1월 30일에 게시됨 · Bobby Koch

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Bobby Koch님이 에 게시물을 만듦

게시물 Feedback - Ticketing system (Support)

 

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.]. (2-3 sentences)

With complex workflows, we have adopted many custom statuses now. However, the limitation can be confusing when you have many custom statuses in the same category. It's confusing for support agents and engineers to quickly use the status they should. 

What problem do you see this solving? (1-2 sentences) 

Faster time to resolution, similar answer to above. 

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? (3-4 sentences)

Every day. There are certain workflows that are status dependent, and if someone clicks the wrong one, it can cause a ticket to be orphaned or solved slower. 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

No

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

Just give a color selector/hex code field for us to set whatever color we want. If Zendesk is stuck on the colors for categories being consistent, at least give us different hueues/shades of the colors to pick from, within each status category. 

2025년 1월 30일에 게시됨 · Bobby Koch

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댓글Measuring success

what is the ETA for being able to customize this page with our design requirements?

댓글 보기 · 2025년 1월 27일에 게시됨 · Bobby Koch

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댓글Ticket automation and collaboration

when can we see this in explore? we'd like to store summaries (the last one generated) we see immense value here

댓글 보기 · 2024년 11월 26일에 게시됨 · Bobby Koch

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Bobby Koch님이 에 게시물을 만듦

게시물 Feedback - Apps and integrations (Platform)

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.]. (2-3 sentences)

Copying text from zendesk ticket should be formatted, not unformatted

 

What problem do you see this solving? (1-2 sentences) 

clarity for the team on the receiving end of the ticket

 

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? (3-4 sentences)

every day, it slows down our engineers working on tickets created from customer problems

 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

no

 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

Just use the formatted text placeholers instead of the unformatted 

2024년 10월 16일에 게시됨 · Bobby Koch

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