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Dave Dyson

Entrou em 14 de mar. de 2024

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Última atividade em 07 de fev. de 2025

Zendesk Admin team at Samsara, Implementation Consultant at Envoy (goenvoy.co), Zendesk Community Moderator, Zendesk alum.

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Dave Dyson comentou,

ComentárioViewing and using dashboards

Agnieszka Czajka Awesome, thanks for the update and we'll be looking forward to it!

Exibir comentário · Publicado 06 de jun. de 2024 · Dave Dyson

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Dave Dyson comentou,

ComentárioViewing and using dashboards

Agnieszka Czajka hi, is there a rough timeline on when the “next version” that will allow other (presumably custom) roles to change an agent's status? 

 

We have the Admin role locked down to the team that controls the overall setup of our Zendesk instance, but the teams that manage the agents (including monitoring their statuses) is completely separate.  So we're in the position of choosing between:

  1. Granting full Admin access to teams that shouldn't have it
  2. Increasing red tape and the admin team's workload by asking the WFM team to ask us to change agent statuses when needed
  3. Saying “sorry” to the WFM team and making them depend on idle timeout which affects metrics.

Thanks for any timeline you might be able to provide!

Exibir comentário · Publicado 06 de jun. de 2024 · Dave Dyson

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Dave Dyson comentou,

Comentário na comunidade Feedback - Admin Center

Alina Wright Is there any update on this? We keep tight control over who can manage Zendesk settings (business rules, forms, fields, roles, etc.), but there are times when It would be very useful to allow someone to view the settings without being able to change them. 

Exibir comentário · Publicado 24 de mai. de 2024 · Dave Dyson

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Dave Dyson comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Salvador Vazquez 

We have a fairly complex set of SLA policies, and it would be helpful to be able to create a view showing tickets that have a specific SLA so be we make sure it's working as intented, and to create a view of tickets that have *no* SLA applied to them, so we can determine why that's the case. Thanks!

Exibir comentário · Publicado 08 de mai. de 2024 · Dave Dyson

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Dave Dyson comentou,

ComentárioTicket management

What will the expected behavior be if the original Group has been deleted, or the original assignee is no longer an Agent?

Exibir comentário · Publicado 22 de mar. de 2024 · Dave Dyson

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Dave Dyson criou uma publicação,

PublicaçãoZendesk EAP - High Volume API Usage Dashboard

When the API requests breakdown dropdown selector is set to Dailly or Weekly, the Callers and endpoints dropdown can be used to select a specific day or week, and the three tables beneath will refresh to show numbers for that time period.

When the API requests breakdown dropdown selector is set to Yesterday / Hourly, the Callers and endpoints dropdown lists hourly windows, but the tables don't seem to refresh.

More strangely, when I have the API request dropdown set to "Last 7 days" / "Hourly", then select an hourly window, the table are responsive the first time I choose an hourly window. Choosing a different hourly window has not further effect - the table contents don't change. But if I choose "Last 7 days" again from "Callers and endpoints", it adds another row to the "Top 5 callers by volume" table (only that table, the other two tables are unaffected). Every time you select an hourly window after that, nothing will happen, but if you choose "Last 7 days" again it will add another row. You can repeat the process, adding more and more rows, and the extra rows don't go away until you refresh the entire browser page. 

Publicado 14 de mar. de 2024 · Dave Dyson

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Dave Dyson comentou,

Comentário na comunidadeZendesk EAP - High Volume API Usage Dashboard

I can see that choosing a time in the dropdown below the chart highlights the bar it corresponds do, but it would be more useful imho for it to work the other way -- select a bar and that chooses the value the in dropdown for you.

Exibir comentário · Publicado 14 de mar. de 2024 · Dave Dyson

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Dave Dyson criou uma publicação,

PublicaçãoZendesk EAP - High Volume API Usage Dashboard

Currently, when the API requests breakdown is set to Hourly, the time-axis labels are each long enough that it can be difficult or impossible to determine which vertical bar they correspond to. Conversely, the "tool tip" that appears when you hover over an individual bar shows the date (useful when the chart is set to show daily info), but not the timeframe for that bar (when set to hourly).

This makes it challenging to determine when exactly any API usage spikes are occurring. 

(It'd be even better if clicking on one of the bars would immediately give you a breakdown of which endpoints and users are contributing to that time period's usage)

Editado 14 de mar. de 2024 · Dave Dyson

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Dave Dyson comentou,

Comentário na comunidadeZendesk EAP - High Volume API Usage Dashboard

100% agree, this would be super useful:

  • drill in on a specific endpoint to see which users have been calling it the most
  • drill in on a specific user to see which endpoints they've been using the most

 

Exibir comentário · Publicado 14 de mar. de 2024 · Dave Dyson

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