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Tobias Hermanns's Avatar

Tobias Hermanns

Entrou em 04 de nov. de 2021

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Última atividade em 13 de fev. de 2025

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Tobias Hermanns comentou,

ComentárioUsing Built by Zendesk apps

Hi, let me share our bottleneck and my questions.

1.) We had “Legacy Objects” enabled not “Objects” this was the first bottleneck, LMS always said “Setup in Progress” by unspecific error, instead of just telling “enable Objects”

2.) When creating Template, the list of “Demo tickets” should be hide when Intent option is selected, or it confuses

3.) When assign an Agent, a list of Agents / Groups like Assignee List should be display, otherwise it looks liek field contain nothing, it was not clear to search here

4.) Assign work, doesnt follow any guideline, I could find tickets as i have a Ticket Created in past 4 hours view, but without set a tag and a view it´s so unsorted, also it uses default Form, but due to missing Trigger may no Priority.

I vote for having a dynamically view added to the Agents on top like “Training Active” where the tickets come in WITHOUT any ticket form or priority and able to “Solve” it without conflicting with any other business trigger, this would make it easier.

Now my question:

How to see results? If Agents perform or not? If they do correctly? When they solve a ticket?

I just spoke with the bot, and I could Solve the ticket without solution, how to grab this feedback?

Another Bug found, sometimes the bot just reply: “No message provided”.

Feature Request:

Assign work to groups / all agents / all agents in Group instead of search “per Agent”
Repeat same tickets after X time
make process that reading the link / KB Article and “Solve Ticket” to receive tickets with real examples more clear.
Add option to Agents like “You´re invited in Training program” (notification)


Thanks.

Tobias

Exibir comentário · Editado 13 de fev. de 2025 · Tobias Hermanns

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Tobias Hermanns comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

+1

 

We just have some rules i.e. Zendesk Talk do a “INTERNAL COMMENT” about the call, at same time have a MACRO to inform customer about the call is solved and rating option send out.

This is 2x Submit 1x Internal or the Macro overwrite the Text Composer from “Internal” to “Public” and Agents forgetting to save the internal notes.

 

Should be better.

Exibir comentário · Publicado 03 de fev. de 2025 · Tobias Hermanns

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Tobias Hermanns comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Before Layout Change:

Updating and solving tickets – Zendesk help

Now


It´s hard to see difference between the colors especially On-Hold and Solved.





 

Exibir comentário · Publicado 31 de jan. de 2025 · Tobias Hermanns

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Tobias Hermanns comentou,

Comentário na comunidadeZendesk EAP - Article Multiplacement

Orsolya Forster 

 

I still encounter the issue, that I can´t add a 2nd placement for an article, I can create it, I can find the 2nd category, I save it, it says “Placement Created” but it´s still not created.

 

Any more hints or news if it´s still buggy and when I can test it again?

 

Thanks.


Tobias

Exibir comentário · Publicado 02 de dez. de 2024 · Tobias Hermanns

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Tobias Hermanns comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

We’ve discovered a great solution and shared it here:
 

Noteflow - Zendesk Marketplace


If you’re looking to overcome the limitations of the Zendesk Private Comment App, this tool is a game-changer! Noteflow offers a seamless way to manage internal notes and enhance team collaboration directly within Zendesk. It’s user-friendly, efficient, and tailored to improve your workflow.

Give it a try and experience the difference it can make!

Exibir comentário · Publicado 15 de nov. de 2024 · Tobias Hermanns

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Tobias Hermanns comentou,

ComentárioGlobal security and user access

+1 this is default feature, why Add On?

Exibir comentário · Publicado 07 de nov. de 2024 · Tobias Hermanns

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Tobias Hermanns comentou,

Comentário na comunidadeZendesk EAP - Article Multiplacement

Orsolya Forster 

 

Now even more worse, when i select a “Placement” category, all “Categorys / Sections” are empty, no more checkbox to select.

 

Exibir comentário · Publicado 30 de out. de 2024 · Tobias Hermanns

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Tobias Hermanns comentou,

Comentário na comunidadeZendesk EAP - Article Multiplacement

Orsolya Forster 

 

Still not working, even a change:

The “Create Placement” is acting now and move back to the “previous site”, but the placement itself is missing (not created) so article is still in one category only.

 

Tobias

Exibir comentário · Publicado 25 de out. de 2024 · Tobias Hermanns

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Tobias Hermanns comentou,

Comentário na comunidadeZendesk EAP - Article Multiplacement

Hi  Orsolya Forster 


I still encounter the same issue, not working.

 

 

Exibir comentário · Publicado 23 de out. de 2024 · Tobias Hermanns

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Tobias Hermanns comentou,

Comentário na comunidadeZendesk EAP - Side Conversations Child Tickets - Enhancements

Katy Brimm Mark Pinfold 

I have the same request, we have Custom Fields, with Products, Serial Numbers whatever, which may need go outsource any carry over! So I would also like to see Custom Fields able to add.

Exibir comentário · Publicado 21 de out. de 2024 · Tobias Hermanns

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