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Molly Katolas

已加入2021年4月15日

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最后活动2024年10月30日

Zendesk Luminary

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的最新活动 Molly Katolas

Molly Katolas 进行了评论,

评论Measuring success

Jennifer Rowe  I have the updated customizable CSAT feature activated and functioning. I need the reporting to match. The reporting only shows good/bad - how do I get the detailed data in Explore?

查看评论 · 已于 2024年10月25日 发布 · Molly Katolas

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Molly Katolas 进行了评论,

评论Measuring success

Is there a placeholder for the CSAT Reason (the dropdown option they'd select after they said they had a bad experience)? I can't find any resources for that. 

查看评论 · 已于 2024年10月22日 发布 · Molly Katolas

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Molly Katolas 进行了评论,

评论Measuring success

I'm also looking for reporting available for CSAT in the 1-5 scale. I need to know the count of responses for each number on the scale, not just good/bad.

查看评论 · 已于 2024年10月21日 发布 · Molly Katolas

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Molly Katolas 创建了一个帖子,

帖子 Feedback - Ticketing system (Support)

Currently, end-users have the option to enable 2FA for their support center logins but there is no way for admins to require the 2FA setup. This is an issue because customers don't always know it's an option and often won't set it up themselves. Requests submitted in our help center can have significant impacts for our customers and their services with us and oftentimes include CPNI data we want to ensure is seen only by authorized users.

 

We work B2B and forcing our customers to utilize a 2FA solution would make Zendesk a more secure system for us and our customers. We've received direct requests for this functionality from our customers as well. Our workaround is to advise of the optional 2FA setup, but this doesn't solve the problem for our biggest enterprise customers. 

 

Ideally, the solution would be similar to the agent 2FA options in the admin interface. There should be the option to require 2FA for all end users. It would be even better to have the functionality to require it for only certain organizations or user segments. 

已于 2024年9月18日 编辑 · Molly Katolas

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Molly Katolas 进行了评论,

社区评论 Feedback - Ticketing system (Support)

Is there a way to pull a list of which end-users have 2FA enabled? If we can't enforce it for end-users, how can we tell (in bulk) who is using it and who isn't? 

查看评论 · 已于 2024年9月18日 发布 · Molly Katolas

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Molly Katolas 进行了评论,

社区评论Announcements

Functionally, I can't seem to open any of my tickets. When I click on a ticket subject link from my Requests page (https://support.zendesk.com/hc/en-us/requests?query=&page=1&selected_tab_name=my-requests) it won't open the ticket. I've tried several different tickets and they all behave in the same way (seems similar to the dead developer link Jacob pointed out https://support.zendesk.com/hc/en-us/sections/4405298889242-Developer-updates) 

查看评论 · 已于 2024年3月26日 发布 · Molly Katolas

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Molly Katolas 进行了评论,

评论Ticket management

as mentioned by another user above, we would love the ability to set the Group automatically, but don't want the Assignee set automatically 

查看评论 · 已于 2024年3月25日 发布 · Molly Katolas

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Molly Katolas 进行了评论,

社区评论 Developer - Zendesk Apps Framework (ZAF)

Heyya - we're seeing this behavior as well. Was there ever any resolution to identify which ticket is in focus?

查看评论 · 已于 2023年10月17日 发布 · Molly Katolas

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Molly Katolas 进行了评论,

评论Announcements

Thanks Barry Neary - please exclude our accounts. 

查看评论 · 已于 2023年8月16日 发布 · Molly Katolas

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Molly Katolas 进行了评论,

评论Announcements

I was notified our account would be activated for Omnichannel routing but this article makes it sound like I have the option to simply go in and turn it off afterwards. I'm a little confused about the message here - what's the point of Zendesk forcing it live on some unknown date just for me to go in and turn it off again until our team is ready (and willing) to make the change? I'm not against using it but I'd like to turn it on at a time that's decided by my team, not an arbitrary date set by Zendesk. 

查看评论 · 已于 2023年8月15日 发布 · Molly Katolas

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