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Aaron Doane
Entrou em 23 de ago. de 2022
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Última atividade em 30 de jan. de 2025
Customer Support Manager
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Atividade mais recente por Aaron Doane
Aaron Doane comentou,
Agreed. We use custom agent statuses more than the general ones. It would be great to customize which ones show. Maybe by role or by group?
Exibir comentário · Publicado 30 de jan. de 2025 · Aaron Doane
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Aaron Doane criou uma publicação,
I'm hoping someone else has run into this before and might have a solution. Currently, if multiple tickets from the same customer are about the same topic, we have the option to merge tickets, but it would be more useful to be able to designate a ticket as a “Follow-Up” to a prior ticket, allowing agents to quickly see that this is a repeat issue.
Currently, customers can generate follow-up tickets when replying to a closed ticket, or an agent can create a follow-up ticket from a closed ticket, but there is no way to create the “follow-up” linkage manually.
Has anyone else run into this use case?
Thanks!
Publicado 09 de jan. de 2025 · Aaron Doane
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Aaron Doane comentou,
Lara McCaleb I was in the same boat, but the advanced SLA rules that were recently released solved this problem.
That being said, there was a bug with them and they were rolled back. https://support.zendesk.com/hc/en-us/articles/7411959450778-Announcing-advanced-SLA-configuration-settings
I recently reached out to support asking if they were going to be re-released and it sounds like they are hoping to do so sometime in Q1 2025. Depending on how complex your SLAs are, the bug they are addressing may not actually impact you (it did not impact us). I would reach out to your support team and see if any exception can be made and these settings can be turned back on.
With the advanced settings, I made a clone of each of my ticket SLAs and specified they were only for Voice channels. I then used the Advanced SLA settings to activate the First Reply SLA for Private Comments only for voice tickets. This worked like a charm until the settings were rolled back. Depending on how your SLAs are configured, you may be able to request an exception and have these settings turned back on.
Exibir comentário · Publicado 12 de dez. de 2024 · Aaron Doane
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Aaron Doane comentou,
Side Conversations work great for this!
Once this option is turned on in the Admin settings, you will be able to select the “Create Child Ticket” option from the little menu that pops up when hovering over a comment.
Newly added options allow you to copy the requester, ticket form, tags, and followers as well.
https://support.zendesk.com/hc/en-us/articles/4408836521498-Using-side-conversation-child-tickets
Exibir comentário · Publicado 26 de nov. de 2024 · Aaron Doane
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Aaron Doane comentou,
This same exact conversation just came up today with one of my agents. We have been using Side Conversations internally and are expanding it's usage to be more customer-facing. This would be an amazing enhancement.
Exibir comentário · Publicado 18 de nov. de 2024 · Aaron Doane
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Aaron Doane comentou,
I asked one of the users who is having this issue and she said, when it presented itself last week, she cleared cookies for all time.
This morning, the issue presented itself again, so she removed and added the extension.
Hope that helps!
Exibir comentário · Publicado 07 de out. de 2024 · Aaron Doane
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Aaron Doane comentou,
We have been experiencing this same issue recently as well. We entered a support ticket and we were told that it was caused by expired or corrupted cookies, as was mentioned above. This has only provided short-term relief and users are starting to show some frustration with the app.
We have users reporting the issue almost daily at this point and it's requiring folks to either clear their cookies regularly, or in some cases completely reinstall the add-on. We also only started seeing this behavior at the end of September.
Is it possible there is something more at play than just outdated cookies? Thanks!
Exibir comentário · Publicado 07 de out. de 2024 · Aaron Doane
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Aaron Doane comentou,
Thank you for the opportunity to join this EAP and provide feedback!
The functionality I was specifically interested in was the ability to default the Set child ticket fields prompts. Before doing this, I met with our Zendesk Admin team and ultimately decided the functionality wouldn't actually serve our needs as well as I initially thought it would.
The use case that I was hoping to solve for was specifically for teams who use Side Conversations to create child tickets or escalations within their department. In this case, agents often forget to select the Set child ticket fields options to include the form and tags, so defaulting this to include the Ticket Form would be a time saver. However, this use cases didn't account for the teams that use side conversations to create cross-team tickets, which often have a different ticket form associated with them. After reviewing how side conversations are used across our organization, we determined that defaulting the child ticket's form to match the parent ticket would not net any actual benefit. It would make life easier for 50% of the organization, and then require the other 50% to un-check the box. Currently, we are solving some of this with triggers and this would not change that.
What I was really hoping to see in this enhancement was what I've outlined here. Our agents almost never create a side conversation from scratch. We create macros to create a sort of template, add links, and give the agent something to start with. Having the ability to select which check boxes apply in the macro would solve all of our needs in this area and allow us to save agents time and obsolete various triggers we are using now to set the form fields.
We'll continue to explore the other features in this EAP, but wanted to be sure to provide feedback on this particular one. Thanks again for letting us try it out!
Exibir comentário · Publicado 30 de set. de 2024 · Aaron Doane
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Aaron Doane comentou,
Hi Rita Goncalves!
Thanks for the response. I understand the wall-to-wall model, however, my concern is that functionality already exists with the option to turn the Allow List off. Turning the Allow List off in WFM settings > Account Settings allows the admin to set up WFM to be wall-to-wall.
By automatically adding users to the Allow List when the Allow List is turned on, this essentially obsoletes the option entirely.
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I would argue that having an Allow list and a block list that can both be toggled on or off, but then also automatically adding all new users to the allow list if it's toggled on is quite complicated. I completely understand the wall-to-wall model and, if that's the intention, maybe the allow list simply needs to be removed in favor of only using the Block list.
I hope that's helpful in clarifying my request!
Exibir comentário · Publicado 24 de set. de 2024 · Aaron Doane
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Aaron Doane comentou,
This would be a great enhancement!
Exibir comentário · Publicado 19 de set. de 2024 · Aaron Doane
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