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DJ Yoder

Entrou em 15 de abr. de 2021

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Última atividade em 18 de jul. de 2022

VP, Customer Support Upland Software, Inc. uplandsoftware.com

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Atividade mais recente por DJ Yoder

DJ Yoder comentou,

ComentárioTicket basics

This functionality works fine for us.  However, it doesn't seem that views or reports have any parameters to pull problem tickets that have linked incidents or incidents that are linked to a problem.  Or any ability to report on how many linked incidents any given problem has.  The only visibility into the association is at the individual ticket level.  That added layer of insight is really important for us. Any plans on this for the future or other ways to solve for this other than custom API reports?

Exibir comentário · Publicado 18 de jul. de 2022 · DJ Yoder

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DJ Yoder comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Agree, this is a major deficiency for us in incident management.  We've had to create custom fields and manage them manually to keep teams in the loop.  Also for historical reporting, there is no way to report on the count of incidents related to a problem.  or to know if a problem ticket ever even had multiple incident tickets in the first place. 

Exibir comentário · Publicado 18 de jul. de 2022 · DJ Yoder

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DJ Yoder comentou,

ComentárioTicket basics

When you solve the problem ticket and then choose the option to also solve all associated incidents, it ignores fields on the related incidents that are not yet filled out but are required on solve.  We are ending up with tickets with incomplete field data as a result.  Is this intended (there is no warning that it will override "required field" settings)? Or is this a bug?

Exibir comentário · Publicado 10 de nov. de 2021 · DJ Yoder

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DJ Yoder comentou,

Comentário na comunidade Feedback - Reporting and analytics (Explore)

Agree with everyone here, I'm trying to come up with a simple report of a list of problem tickets with a metric column of number of incidents raised against that problem.  Seems like that should be pretty standard report in terms of incident management.  

Exibir comentário · Publicado 07 de out. de 2021 · DJ Yoder

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DJ Yoder comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Yes!  You severely limit new feature adoption when you don't consider the level of effort for existing users to implement that feature.  In this case, having to manually update 1000+ triggers isn't feasible.  We can bulk deactivate, why can't we bulk "update category"?  Seems like a fairly straight-forward addition to the development cycle before rolling the feature out.  

Exibir comentário · Publicado 02 de jun. de 2021 · DJ Yoder

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DJ Yoder comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Hi! Have you ever looked into the problem/incident functionality?  Not sure if it fits your use case exactly without having more details, but my team uses this to post one update that notifies all related incident tickets at once.  No ticket merging and no individual updates or BCC notifications are required.  https://support.zendesk.com/hc/en-us/articles/203691086-Working-with-problem-and-incident-tickets

Exibir comentário · Publicado 17 de fev. de 2021 · DJ Yoder

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DJ Yoder comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

+1

Exibir comentário · Publicado 08 de jun. de 2016 · DJ Yoder

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