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D.Fitz

Entrou em 28 de fev. de 2023

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Última atividade em 20 de fev. de 2025

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D.Fitz comentou,

ComentárioSingle sign-on

Any plans to enable the use use of OIDC to authenticate users in messaging?

Exibir comentário · Publicado 20 de fev. de 2025 · D.Fitz

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D.Fitz comentou,

ComentárioTicket basics

We handle tickets in a handful of languages. If we get two Incident tickets, one German and one French, linked to one Problem ticket and then solve the Problem ticket, is there any way to have the response localized? Or would we just need to create some dynamic content and use a placeholder?

Exibir comentário · Publicado 18 de fev. de 2025 · D.Fitz

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D.Fitz comentou,

ComentárioCreating dashboards

Walter Bellante I didn't know that filters didn't allow users to go beyond the scope of dashboard restrictions, that is interesting. 
I still don't think that addresses the conflicting dashboard restrictions issue - if I have two conflicting filters I can simply exclude a report from a filter. If I have two conflicting dashboard restrictions then both restrictions will apply to all reports. 

Exibir comentário · Publicado 17 de fev. de 2025 · D.Fitz

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D.Fitz comentou,

ComentárioTeam members and groups

Any news on reordering statuses? We don't use the Away status at all, so it's just clutter in the list. Would be a vastly improved experience if we could remove it or at least move it down the list

 

Exibir comentário · Publicado 14 de fev. de 2025 · D.Fitz

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D.Fitz comentou,

ComentárioWorkflow best practices and recipes

We're finding that we lose all formatting when using dynamic content with the Auto-Reply. Is this a limitation or a bug? 

Exibir comentário · Publicado 13 de fev. de 2025 · D.Fitz

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D.Fitz comentou,

ComentárioCreating dashboards

I'm also quite concerned about the number of features that aren't replicable in the new dashboard builder. 
In our Agent Performance dashboards, we report on tickets updated and on CSAT. This means we need to filter the Tickets Updated report by Updater and filter CSAT by Update Assignee (as the end user is the updater in this case). 

It's not possible to exclude reports from Dashboard Restrictions, which means some reports simply won't function if we apply multiple restrictions. 

The alternative is to apply multiple filters and exclude the reports from the filters. However, as these filters are not hideable, there's nothing stopping agents from updating the filters to view the data of their colleagues. 

Seems like a pretty big oversight that is going to prevent us from continuing to use Zendesk for reporting on our agents' performance. 

As requested above, is there any kind of feature request backlog that we can add to to try and get the new dashboard builder in a usable state before launch?

Exibir comentário · Publicado 11 de fev. de 2025 · D.Fitz

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D.Fitz comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

It's been 8 years since the initial request to exclude On Hold tickets from the Next Reply Time SLA and, if i understand correctly, no progress has been made at all. 

Is there any plan to make the desired update? 

Exibir comentário · Publicado 14 de jan. de 2025 · D.Fitz

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D.Fitz comentou,

ComentárioEnd users and organizations

Is there a limit to the number of domains you can add to an Organization?

Exibir comentário · Publicado 10 de jan. de 2025 · D.Fitz

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D.Fitz comentou,

Comentário na comunidade Feedback - Reporting and analytics (Explore)

Is this still not possible? Seems like a very basic feature

Exibir comentário · Publicado 11 de dez. de 2024 · D.Fitz

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D.Fitz comentou,

ComentárioMeasuring success

Tetiana Gron I appreciate the response but is there any way to get some sort of indication? Are we expecting this in H1 2025 or at some point in 2026? It's functionality that we require and the timescale is going to determine our own roadmap for the foreseable. 

Exibir comentário · Publicado 28 de nov. de 2024 · D.Fitz

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