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Erica

Entrou em 05 de out. de 2023

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Última atividade em 24 de jan. de 2025

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Erica comentou,

ComentárioTicket management

+1 to everyone else regarding the need for editing ticket fields over ticket tags. That's the biggest gap for us when cleaning up our database so that reporting is correct and we don't have to select different values that no longer apply. 

Exibir comentário · Publicado 07 de out. de 2024 · Erica

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Erica comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Chiming in with everyone else that it significantly slows down our efficiency, especially in a high-volume environment. Please move the notification because this is a big UX problem. Agree with Gabrielle's sentiment about moving it further into the navigation bar with all that blank space. This is hugely painful, causing massive friction. Moving notifications should not be technically difficult 😞

Exibir comentário · Publicado 05 de set. de 2024 · Erica

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Erica comentou,

ComentárioGetting started with Zendesk AI

Also echoing everyone else above that removing basic functionality and sticking it under a Paid add-on is counterintuitive, especially for Enterprise users. As our staff grows, genuinely thinking about moving away from the platform in favor of a company who values what their customers are actually saying. 

Exibir comentário · Publicado 28 de ago. de 2024 · Erica

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Erica comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

+1 one for needing it internally. We have Slack notifications that are pushed if an SLA is nearing breach at certain intervals of 3 and 2 hours left. That's great, but the notification isn't accurate because there isn't a way to input a placeholder to display what the actual SLA breach date/time is. 

Exibir comentário · Publicado 09 de jul. de 2024 · Erica

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Erica comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

There have been 3 roundtables, 2 years and little to no progress. The same has been true for customers begging to edit closed tickets for 11 years. What's happening internally that causing your VOC program to fail?

Exibir comentário · Publicado 05 de out. de 2023 · Erica

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