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Darren Hua

Entrou em 09 de fev. de 2022

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Última atividade em 20 de mai. de 2024

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Darren Hua criou uma publicação,

Publicação Feedback - Reporting and analytics (Explore)

Hi,

 

I would want to have a report on the number of agents who have 0 tickets either assigned or solved in their name. The reasons I would want this report is because we want to make sure our agents are using their support licenses correctly and actually providing support. I understand that solved tickets/assignee name and a date filter could help find this but in the case where agents sign in and do not take tickets at all. I think that would be interesting to find out to help optimize our support licenses. I also understand that there is a agent replies bracket attribute but that would not fit our needs either as agents can solve tickets without responding to a ticket. 

Kind Regards,

 

Darren

Publicado 29 de fev. de 2024 · Darren Hua

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Darren Hua comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

I also downloaded this ticket field manager but my understanding is it either removes/hides it for everyone which is not our use case. 

 

We need this only one one group of agents to share with our other instance/account. We have many groups and occasionally one agent will randomly use it for some reasons and tickets and delays inevitable happen afterwards not to mention confusion. XD

Exibir comentário · Publicado 10 de jan. de 2024 · Darren Hua

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Darren Hua comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Yes, this is very annoying for us. Even though we put it the email on a whitelist, they still appear in suspended...Whats worse is its in Swedish our tickets so it feels  misplaced too given the context of the Swedish ticket. 

Would love to have this optional as the actual OOO emails seldomly end up in the suspended view or become actual tickets given our use cases and support flows. 

Exibir comentário · Publicado 04 de dez. de 2023 · Darren Hua

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Darren Hua comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Hi Alina,

 

Thank you for your response. We work in an internal IT organization where there many IT groups that need to coordinate with each other and for easier access of escalation and coordination, we need several groups to see each other groups´ tickets. Normally in this case it involves 2 to 3 groups and this has been requested on several occasions. 

The other example is one group needs access to another group´s tickets but that group has Zendesk talk functions so they do not want to have talk capabilities (though I understand that perhaps they can not be given a talk license or be on invisible status) but this messes with stats and is also a strange workaround. Moreover creating a new group to involve all of them adds an unnecessary layer of complexity. 

We however must remain compliant to certain IT standards of privacy since we have many different groups on both our zendesk accounts so we CANNOT give access to ALL tickets. 

Please consider this request in the future. 

 

Exibir comentário · Editado 01 de abr. de 2022 · Darren Hua

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Darren Hua criou uma publicação,

Publicação Feedback - Ticketing system (Support)

We have a use case come up twice to give groups a shared ticket access so that groups can share the same view/ticket access rights. Unfortunately because of the sensitive data of other groups, we can only give group access only or ALL access to tickets which is not a viable option for us.

 

Could you all please work on something that would give access to certain tickets to certain groups only? That would be helpful in our situation.  

Publicado 17 de mar. de 2022 · Darren Hua

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Darren Hua comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Ill also be interested in following the development of this post as well. 

Exibir comentário · Publicado 16 de mar. de 2022 · Darren Hua

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Darren Hua comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Has there been any progress in this? I would be interested in knowing more since we have so many groups that are not related to each other that it is often quite a scroll to get  to the right group you are looking for. 

It would be cool to "categorize" groups too, much like a ticket field. Payroll::Payroll SE for example. 

Exibir comentário · Publicado 08 de mar. de 2022 · Darren Hua

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Darren Hua comentou,

ComentárioSlack integration

Hi,

Can you setup multiple slack channels or does it all go into one channel only? We have multiple groups using slack so setting up based on different conditions to different slack channels would be great. 

 

Exibir comentário · Publicado 09 de fev. de 2022 · Darren Hua

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