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Matthias Miltenberger

Entrou em 16 de abr. de 2021

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Última atividade em 14 de ago. de 2024

Optimization Support Manager at Gurobi

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Matthias Miltenberger comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

There is a very easy workaround to get things looking the way you want: Use custom CSS in your browser, e.g., with this extension https://chromewebstore.google.com/detail/user-javascript-and-css/nbhcbdghjpllgmfilhnhkllmkecfmpld and this little snippet of code:

.fLpoWu, .hOccVT {
    background-color: unset;
}

Those two super cryptic classes define the style of those text bubbles for agents and customers, respectively. We are just ignoring Zendesk's forced background color choice here.

To enlarge the conversation boxes (including the yellow/orange box of internal notes) to the full width, you can add this adjustment:

.frkDGa, .fLpoWu, .hOccVT {
	width: auto;
}

And while you're at it, you might just as well get rid of that annoying “Jump to last message” button with this snippet:

.havpWU {
	display: none;
}

Exibir comentário · Editado 05 de ago. de 2024 · Matthias Miltenberger

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Matthias Miltenberger comentou,

Comentário na comunidadeAnnouncements

The font sizes are out of control. The fonts themselves are also inconsistent and not an improvement over the old design. The weird brown tint overlayed over everything looks very off (like having a night-time color mode enabled but 24 hours).

There is SO MUCH whitespace. I can barely see two comments at the same time.

In general, it's not pretty at all.

Exibir comentário · Publicado 12 de abr. de 2024 · Matthias Miltenberger

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Matthias Miltenberger comentou,

Comentário na comunidade Discussion - Tips and best practices from the community

Sorry, Jimmy Rufo, you might want to reach out to Zendesk Support for help with that. It works just fine on our side. And yes, the user ID is the one that is also shown in the URL when looking at the user's tickets.

Exibir comentário · Publicado 27 de fev. de 2024 · Matthias Miltenberger

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Matthias Miltenberger comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

We just stumbled upon this issue ourselves and figured it might be a good idea to have the original assignee be a follower on the new ticket so they get a notification immediately. What's really funny is that all followers are carried over from the original ticket, but the assignee or assignee group is wiped.

We have already implemented several triggers to "clean up" follow-up tickets, but there is no way to access the original assignee or their group.

Exibir comentário · Publicado 03 de jul. de 2023 · Matthias Miltenberger

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Matthias Miltenberger comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

This would be really helpful and does not sound too complicated to implement. Currently, this is a manual process and can easily be forgotten.

Exibir comentário · Publicado 03 de jul. de 2023 · Matthias Miltenberger

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Matthias Miltenberger comentou,

ComentárioTicket basics

The UX of adding new external users (no prior Zendesk account) via the CC list is quite cumbersome.

Scenario: Mid-ticket, a customer adds another person as CC to their reply (via e-mail). There is no warning or note about this in the Agent workspace - an agent has to "see" that someone new was added to the conversation; otherwise they won't receive the following reply in the ticket from that agent.
Now, even if the agent notices the new CC, they have to manually copy their e-mail address to the CC list, click on "Add User" and then have to fill in their e-mail address and name again.

At the very least, I'd expect Zendesk to remember the address of the new user that has just been copied to the CC list and carry that over to the "Add User" dialog.

At best, Zendesk should show a notification that new addresses have been added to the conversation by a customer and provide an easy way to add those users to Zendesk and to the conversation in the ticket without having to copy-paste the e-mail address several times.

Exibir comentário · Publicado 26 de jun. de 2023 · Matthias Miltenberger

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Matthias Miltenberger comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Any update on this, Zendesk?

Exibir comentário · Publicado 20 de abr. de 2023 · Matthias Miltenberger

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Matthias Miltenberger comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Any update on this, Zendesk?

Exibir comentário · Publicado 20 de abr. de 2023 · Matthias Miltenberger

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Matthias Miltenberger comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Any update on this, Zendesk?

Exibir comentário · Publicado 20 de abr. de 2023 · Matthias Miltenberger

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Matthias Miltenberger comentou,

Comentário na comunidade Feedback - Community Forums (Gather)

Any update on this, Zendesk?

Exibir comentário · Publicado 20 de abr. de 2023 · Matthias Miltenberger

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