最近搜索


没有最近搜索

Monica's Avatar

Monica

已加入2021年4月15日

·

最后活动2025年2月22日

关注

1

关注者

1

活动总数

532

投票

321

订阅

117

活动概览

的最新活动 Monica

Monica 进行了评论,

社区评论Zendesk EAP - Tracking agent time spent outside of Zendesk

Adding Teddy to the ticket a the response will be relevant to him.

查看评论 · 已于 2025年2月19日 发布 · Monica

0

关注者

0

投票

0

评论


Monica 创建了一个帖子,

帖子Zendesk EAP - Tracking agent time spent outside of Zendesk

The extension requires the permission scope of which would allow the extension to grab any data from any website the user is browsing.

 

Is there a way to narrow the scope or documentation that can be shared with security folks of what data exactly is recorded?

 

 

已于 2025年2月18日 发布 · Monica

0

关注者

1

投票

1

Comment


Monica 创建了一个帖子,

帖子 Feedback - Ticketing system (Support)

Overview

As a Zendesk administrator or process manager, I would like to see timestamp changes from day of week (if in the past 7 days) to the date and time and follows as you scroll for longer updates.

 

Problem Addresses

Some ticket creations or updates result in long streams and scrolling back and forth to remind of the time. The relative time while not difficult to overcome takes unnecessary time to convert. Copying and pasting into another document results in the relative time rather than the information available when you hover over it which is more accurate. For example, if a date was 5 days ago but it spans a month change, you now have to remember how many days were in that month to accurately know the date.

 

Frequency

Around once a week when reviewing times for issues or confirming order of actions taken by a person. 

 

Workaround

None. Living with it.

 

Solution

The timestamp for the event follows as you scroll until you reach the next event.  The timestamp being the date and time rather than relative time could be visible on event log, determined by an account settings, or by a profile setting. I understand some people may like the relative time, so being able to control it is optimal, but the fixed time seems most useful when auditing ticket events.

 

已于 2025年2月11日 发布 · Monica

1

关注者

2

投票

2

评论


Monica 进行了评论,

社区评论Zendesk EAP - Article Multiplacement

 

Ideally, the articles only show internally and in promoted articles once since it's a single article that's shown in two places.

 

https://roblox.zendesk.com/knowledge/editor/01JK7AMP1ZVT9T8YVE39H0CTM3/en-us?brand_id=325214
https://roblox.zendesk.com/knowledge/editor/01JK79WA7NAXVHVGQYFHJ5KAYD/en-us?brand_id=325214

 

How do I turn on Voice Chat? is promoted and is showing twice.

查看评论 · 已于 2025年2月08日 发布 · Monica

0

关注者

0

投票

0

评论


Monica 创建了一个帖子,

帖子Zendesk EAP - Article Multiplacement

When an article is placed in multiple sections and promoted, the article shows up in the promoted articles section multiple times. In our situation, it was added to a second section and now shows in promoted articles twice.

已于 2025年2月04日 发布 · Monica

0

关注者

1

投票

1

Comment


Monica 进行了评论,

社区评论 Q&A - Reporting and analytics

Agreed that this would be a useful feature to better maintain and audit reports.

查看评论 · 已于 2025年1月14日 发布 · Monica

0

关注者

0

投票

0

评论


Monica 进行了评论,

社区评论Zendesk WFM EAP - Create Combined Workstreams

The limitation to 10 workstreams is creating an issue for how to combine them. We want to retain separations for forecasting/staffing planning while combining for agent schedules.

查看评论 · 已于 2025年1月14日 发布 · Monica

0

关注者

0

投票

0

评论


Monica 进行了评论,

社区评论Zendesk WFM EAP - Create Combined Workstreams

This is a current issue we're facing with figuring out how we could combine workstreams within the limitations but the different expectations for different teams paired with the number of workstreams limits is causing issues.

查看评论 · 已于 2025年1月14日 发布 · Monica

0

关注者

0

投票

0

评论


Monica 进行了评论,

社区评论 Feedback - Ticketing system (Support)

This data improvement is essential for us. 

查看评论 · 已于 2024年11月26日 发布 · Monica

0

关注者

1

投票

0

评论


Monica 进行了评论,

评论Measuring success

Is there a way to configure what displays in the {{satisfaction.survey_section}}?
 

We cannot have users log into our Zendesk instance so {{satisfaction.survey_section}} is not usable due to the ticket link, but the update of the question within the email is fantastic and one of our CSAT requirements. 

We're not able to use the ticket brand placeholder in the survey segments which would be beneficial.

查看评论 · 已于 2024年11月26日 编辑 · Monica

0

关注者

0

投票

0

评论