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Hope Saldana

Entrou em 21 de nov. de 2022

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Última atividade em 06 de nov. de 2024

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Atividade mais recente por Hope Saldana

Hope Saldana comentou,

ComentárioTicket basics

Hello! We have an issue using Problem and Incident tickets with our custom statuses. It appears to only respect the original Solved status and not any of our custom Solved statuses. Is there anything in the roadmap to get P/I tickets respecting custom solved statuses? 

Exibir comentário · Publicado 08 de mai. de 2024 · Hope Saldana

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Hope Saldana comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Thank you, Shawna! That is a handy template. I have favorited that page for future submissions :)

Exibir comentário · Publicado 05 de fev. de 2024 · Hope Saldana

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Hope Saldana criou uma publicação,

Publicação Feedback - Ticketing system (Support)

Hi! I would like to request an enhancement for Zendesk Support! 

There is a super handy organization subscription process in place for end users that allows customers to follow all tickets submitted by their organization. I would like to request this feature be made available for agents. Brownie points for making it accessible via Support rather than Guide! Maybe a "Follow" button on the org account that adds the current user to the Organization subscriptions?

Business Case: Many of our current agent groups in Zendesk (such as Consultants, Success Managers, Premium Support, Account Managers, etc) need the ability to follow organization ticket requests. Whether the client is going through a rough spot and needs some white glove treatment or it's a busy season for them or whatever.. sometimes having better visibility is critical for customer satisfaction. Currently, as the admin, I have to add and remove each of these agents (100+ !!!) from individual triggers as they request it. This is very time consuming for me and frustrating for them. Giving them the ability to follow and unfollow organizations themselves would be a huge help!

Please let me know if you need additional details or feedback :)

 

Publicado 25 de jan. de 2024 · Hope Saldana

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Hope Saldana comentou,

Comentário na comunidade Feedback - Help Center (Guide)

We could use this too! Our customers would like the ticket ID included. 

Exibir comentário · Publicado 27 de nov. de 2023 · Hope Saldana

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Hope Saldana comentou,

ComentárioTicket customization

Jeremy, I believe statuses by groups is on the roadmap. Can't wait! We have the same issue.

Exibir comentário · Publicado 20 de nov. de 2023 · Hope Saldana

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Hope Saldana comentou,

Comentário na comunidade Feedback - Reporting and analytics (Explore)

Hey Bruno! Zendesk just added this feature! The wait is over :)

Exibir comentário · Publicado 03 de out. de 2023 · Hope Saldana

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Hope Saldana comentou,

Comentário na comunidade Feedback - Reporting and analytics (Explore)

WHOOHOO!! Thank you, Zendesk!! SO SO helpful. 

Exibir comentário · Publicado 28 de set. de 2023 · Hope Saldana

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Hope Saldana comentou,

ComentárioMetrics, attributes, and filters

Yes, this gets me close! I have used this formula to show how many times our Support group moves a ticket to our Development group. However, I need to see how many times they have moved a ticket to any group. How many times did Joe Smith move a ticket out of the Support group? I would like it to show the ticket only one time per agent. So, if the ticket came in and out of Joe's queue a couple times, it would only show once for Joe. However, it Steve also moved that same ticket out of Support once, it would show once on both Steve and Joe's numbers. Hopefully that makes sense!

Exibir comentário · Publicado 28 de set. de 2023 · Hope Saldana

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Hope Saldana comentou,

ComentárioMetrics, attributes, and filters

Hello! This answered my question as well. However, I need the other value to be returned. Is there a way to display the original update group? The "Updater's Group" or "Updater Group" would be extremely helpful. Here is the use case:
We are trying to track our agent's productivity. One of the way we do that is to see how many reassignments the agent has done (triaging) in a given period of time. The problem I run into is when I try to display reassigned tickets by updater and filtered by group (so I can see all of my agents in the Support group), the ticket is in another group so the group filter is useless. However, if we could filter by the Updater's Group, that would completely solve the problem. 
Is there a way to do this now without selecting every individual person I need in the Updater field?

Exibir comentário · Publicado 27 de set. de 2023 · Hope Saldana

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Hope Saldana comentou,

ComentárioCustomer management and profiles

When added a ticket on behalf of a customer who is part of multiple orgs, how do a select the correct org? It looks like it just uses the default org. 

Is the only way to do this to change the default org on the user every time?

Exibir comentário · Publicado 06 de jun. de 2023 · Hope Saldana

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