Feedback is very important to us as we're making this new agent home to help you! We believe that this user forum is the best way to share your feedback and wishes for improvements. The user community allows us to be as collaborative and social as possible while everyone can benefit and contribute.
How to add feedback?
There are two ways to leave your feedback in this user forum:
- Create a new post
- Comment on an existing post
Have a look at the existing posts in this forum, and see if you can benefit or contribute to the feedback that others are discussing. If no existing posts seem relevant, then feel free to create a new post.
What feedback are we looking for?
The new agent home is being built to make you feel productive, aware, and in control of your workload - whether it be tickets, messaging conversations, asks for help from other team members, and so on. In this closed beta, we're hoping to learn:
- What kind of work do you expect to see represented here? How does the beta experience compare to your needs?
- As an agent, what work are you responsible for that's not represented here? Could you share more about this? How does it factor into your team's KPIs?
- How do you feel about the options for sorting work?
- How easy or difficult is it to identify which item (ticket/messaging conversation) requires your attention first? How easy or difficult is it to choose the item you have in mind?
- How many work items do you typically have in your list? How much time do you spend waiting for work to be assigned? What do you do while you wait?
- How else do you receive or go get work, besides tickets assigned via omnichannel routing?
- How often do you look at the ticket statistics? How does it help you meet your goals?
- How often do you refer to the Updates list? How does it help you maintain your KPIs?
These topics are the goal of this beta period. However, don't feel constrained to these topics - feel free to share how else the experience can be tailored to make you feel most productive.
Suggested guidelines for giving feedback
We value your feedback, no matter what it is. We encourage you to tell us what you like, dislike, and where you could see improvements. We'd like to see a healthy forum for discussion, but we can't do that without just a little bit of effort from everyone.
Here are a couple of pointers that will really help us understand your feedback and work with you to make Intelligent Triage its best for you:
- When you see something you dislike or see something you'd like improved, write it down and think about it for a little while.
- Try to be as clear as possible in your feedback; explain why you like or dislike something, and how it could be improved. If you can do screenshots easily, we'd love to see them. (Make sure not to include any protected or confidential information!).
- Be patient when waiting for responses from Zendesk.
- Don't use sarcasm, be rude to other customers or staff, and don't use strong language. We will moderate forum posts where we think reasonable.
Ultimately, we want the feedback forums to be a place where any customer can come and give feedback. We look forward to hearing from you!