Inbox, Pending Issues & envelope
Could you please explain what these 3 are as the counts never seem to match and I'm confused as to why.
I think one of the aspects that I'm struggling with as a Zendesk refugee is that I think that you treat pending & open as the exact opposite of what they do. Although I could be wrong. In Zendesk:
New - initial question from customer
Pending - agent has responded to the customer and is waiting a response from the customer
Open - customer has replied to agents response
Solved - case fixed
In ZD pending status is a manual task done by the agent as they reply, if they forget the question becomes open
BTW you kick ZD a$$ in many, many areas, I am very happy to have moved, just need to get workflow straight in my head
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1 Posted by Will on 30 Jul, 2010 11:20 AM
Hey Gary.
The /admin Inbox is actually the same as pending discussions. This is getting updated in our next update, it won't be called an inbox anymore, as there is now a personal inbox (the envelope), and that's just plain confusing. It shows the same thing as the Pending, but it's just the latest items truncated to a short list.
Pending are discussions that are awaiting a reply. It basically means it's new or the customer was the last one to respond. Same content as the Inbox, but it's a full list that paginates. Our admin update will take this list and replace the inbox basically.
Open discussions are simply that. The open list in the admin is everything that has been responded to but was not closed. This is going to be removed in the admin update we are working on.
The envelope in the top right is your user inbox. The counter shows discussions you are involved in (watching) that have not been viewed by you since they were last updated. You can also view all discussions you have been involved with from here.
There are a number of flaws with our admin area, we've been paying a little more attention to how the code works than humanizing the workflow, but our next update is set to address all of our major concerns. We'll be updating the Tender admin to be a lot more simple to flow through. Hopefully you wont be just getting settled and then we change it up on you too much ;), but I'll be making a guide/screencast on the new admin workflow, why it's changing, and posting that to our blog before we launch the update. I want to give users time to soak it in before we flip the switch with such a big improvement.
Let me know if you need any clarification or have any further questions.
2 Posted by gary on 30 Jul, 2010 11:53 AM
very helpful, thanks.
Good news about the update, ballpark eta?
Gary
3 Posted by Will on 30 Jul, 2010 01:05 PM
No eta as of yet. Just keep an eye out for an announcement in a few weeks probably.
Will closed this discussion on 18 Aug, 2010 11:31 PM.