Eckhard Doll

1. Agent guide
2. Ticket basics
3. Searching tickets

I am currently trying to find all tickets that include an attachment. has_attachments:true gives odd results. 83 tickets are found which is far too few but 1455 side conversations are listed. Are t...

• Visualizar comentário
• Eckhard Doll
• Criado 5 de maio de 2023 09:12
• 0 voto

1. Zendesk updates
2. Announcements
3. Announcing the "is not" operator for the trigger condition "Received at"

Hell froze over. Thank you!

• Visualizar comentário
• Eckhard Doll
• Criado 5 de abril de 2023 07:37
• 0 voto

1. Comunidade
2. Feedback - Ticketing System (Support)
3. Please STOP making unnecessary changes to UI

Sometimes, I wonder whether Zendesk support agents are happy with all the changes? Perhaps they don't have to use Zendesk themselves? ;-) Have there been any usability tests at all?

• Visualizar comentário
• Eckhard Doll
• Criado 29 de março de 2023 07:45
• 3 votos

1. Comunidade
2. Feedback - Ticketing System (Support)
3. Agent Workspace - Various Issues

We were migrated to the new agent workspace overnight and I reached out to support to complain via chat this morning. We were back on the old system within 15 minutes which was a pleasant surprise....

• Visualizar comentário
• Eckhard Doll
• Criado 7 de março de 2023 16:10
• 0 voto

1. Comunidade
2. Feedback - Ticketing System (Support)
3. Agent Workspace - Various Issues

Same here. If there is no progress with the Agent Workspace feature set within the next months, we will seriously consider moving away from Zendesk. Not an easy task and I guess Zendesk is aware of...

• Visualizar comentário
• Eckhard Doll
• Criado 6 de março de 2023 17:00
• 1 voto

1. Comunidade
2. Feedback - Ticketing System (Support)
3. Agent Workspace - Various Issues

Still waiting for our forced migration/downgrade. I complained to our account manager but I am not sure if that will help. I guess that the different time zones gave us one last day of normal opera...

• Visualizar comentário
• Eckhard Doll
• Criado 6 de março de 2023 15:43
• 0 voto

1. Comunidade
2. Feedback - Ticketing System (Support)
3. Agent Workspace - Various Issues

I agree with everything and cannot wrap my head around it that this was released as it is now and no one really seems to work on enhancing the general user experience. This alone is ridiculous: "- ...

• Visualizar comentário
• Eckhard Doll
• Criado 3 de março de 2023 06:06
• 3 votos

1. Comunidade
2. Feedback - Ticketing System (Support)
3. Change the order of the comments as an agent when viewing a ticket

Sam, we are in the same situation, but Zendesk has already sent a notification that our support experience will be "upgraded" early March. So, they are forcing us to switch to this "experience"...

• Visualizar comentário
• Eckhard Doll
• Criado 28 de dezembro de 2022 15:28
• 3 votos

1. Comunidade
2. Feedback - Ticketing System (Support)
3. Is there ANY positive feedback for the new agent workspace?

I would be interested as well, as I received an email that "Zendesk is upgrading your support experience" in early March. From what I have seen and read, it will be a downgrade, which is the first ...

• Visualizar comentário
• Eckhard Doll
• Criado 10 de novembro de 2022 07:36
• 0 voto

1. Comunidade
2. Feedback - Ticketing System (Support)
3. Basic filter option per view

Yes, this would be very helpful indeed!

• Visualizar comentário
• Eckhard Doll
• Criado 12 de julho de 2022 15:10
• 0 voto