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Nick Lamb

Entrou em 13 de mai. de 2021

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Última atividade em 25 de out. de 2024

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Atividade mais recente por Nick Lamb

Nick Lamb comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Naina Mathur Do you have any updates on when this may be available or what the feature will be named so that we can keep a look out on the “What's New” pages? 

 

Do you still expect this will come in 2024?

Exibir comentário · Publicado 25 de out. de 2024 · Nick Lamb

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Nick Lamb comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Adding to the list here, we're working on a change to our support model to include more coverage during the week, but also exclude regional holidays, not having this will be a _HUGE_ operational burden to the admins as we're:

 

* Unable to proactively fill in regional holidays

* Have to determine the time period(s) for each holiday and manually remove/re-add them to the schedule.

 

This kind of operation is not only time consuming, but adds a decent possibility of making mistakes which would directly affect customers.

Exibir comentário · Publicado 08 de abr. de 2024 · Nick Lamb

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Nick Lamb comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Maybe I've missed it, but how do I select defaults for this or otherwise set this via a trigger/macro? I _really_ want to copy over the `Ticket form` for an escalation path we're implementing and don't want this to be manual.

Exibir comentário · Publicado 11 de mar. de 2024 · Nick Lamb

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Nick Lamb comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Adam Hanley do you have details on what is cumbersome? The most glaring items for me were comment ordering and somewhat limited markdown support, but I'm interested in anything else painful folks have seen. I want to ensure my team is prepared for this when we're forced to switch.

Exibir comentário · Publicado 28 de dez. de 2022 · Nick Lamb

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Nick Lamb comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Eckhard Doll ask your account rep to put a freeze on this. I don't know how long that will hold, but we've had them do this until this feature is implemented as the damage to our workflow from scroll-fatigue would be very high. 

Will state again that we're ready to switch to the new interface and utilize new features, but are primarily blocked on this single item.

Exibir comentário · Publicado 28 de dez. de 2022 · Nick Lamb

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Nick Lamb comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Any updates to this? It continues to be a huge issue for us. Today we had an event that's made this even more pressing where when renaming an organization, it was somehow deleted. This has left the tickets for that customer orphaned and unable to be assigned. 

Please fix this and allow for us to edit _at least_ organization and ticket associations so we can have proper accounting of our customer interactions in cases where they've accidentally created two organizations, started as a non-paying customer and didn't create an organization or Zendesk accidentally deletes the organization reference.

Exibir comentário · Publicado 08 de nov. de 2022 · Nick Lamb

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Nick Lamb comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

“Being considered for the future roadmap” is a disappointing update to this important item. We’ve already spoken to our rep and will be delaying the deployment of the new interface as long as we can while we wait for this feature. We really want to use the new interface and all that goes with it, but this change would have too much impact to justify it.

Please listen to the community and figure this out.

Exibir comentário · Publicado 21 de set. de 2022 · Nick Lamb

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Nick Lamb comentou,

Comentário na comunidade Q&A - Account and billing

This is a continuing pain point for our more security conscious customers. Is there any continued discussion working to, as the original post notes, Disable the 3rd party cookie requirement globally? 

Exibir comentário · Publicado 17 de ago. de 2022 · Nick Lamb

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Nick Lamb comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

@... just reiterating that this is still the primary reason we haven't switched to the new interface. This remains a blocker for my team as it greatly impacts our workflow to have comments in the last->first. 

Exibir comentário · Publicado 14 de jun. de 2022 · Nick Lamb

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Nick Lamb comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

@... Appreciate the update. Note: this is the primary reason we have not switched over to Agent workspace.

Exibir comentário · Publicado 27 de abr. de 2022 · Nick Lamb

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