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AL

Beigetreten 15. Apr. 2021

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Letzte Aktivität 29. März 2022

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Post Feedback - Ticketing system (Support)

We have an issue when the user asks this from the answer bot that is created with flow builder:
"I would like to speak with a customer service representative"

The bot answers "I didn't get that. Try rephrasing your question or start over."

This takes the user into a loop and they keep asking to speak with am agent, which is not possible. So the users get frustrated. How can we add a custom message or option to the flow builder to deal with this? For example: 

"Our support is email-based. If you cannot find helpful article here, please send your question to our support team"

Followed by the option to fill out the form and send their ticket as an email?

The current response from Zendesk support is that this feature is not available for the bot and flow builder. 

Gepostet 29. März 2022 · AL

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Community-Kommentar Feedback - Chat and Messaging (Chat)

Thanks Mohammed. And I agree. This is so basic it should have been part of the first release of flow builder.

Kommentar anzeigen · Gepostet 08. Juni 2021 · AL

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Community-Kommentar Feedback - Ticketing system (Support)

Hi Nicole,

Thank you for the update. I'm looking forward to seeing this feature added to the flow builder soon. 

Thanks,

Pertti

Kommentar anzeigen · Gepostet 14. Mai 2021 · AL

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Community-Kommentar Feedback - Ticketing system (Support)

Hi Nicole,

I understand the idea of collecting votes for these, but the downside is that you may miss other requests that are asking the same, which I have seen on the channel.

Also, I find it interesting that something as basic as being able to offer email support to a user was missed when this feature was developed. It sounds quite fundamental, and should absolutely be an option for companies that cannot / do not want to offer live chat. 

Kommentar anzeigen · Gepostet 11. Mai 2021 · AL

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Community-Kommentar Feedback - Ticketing system (Support)

Hi Nicole,

Sure thing. 

1. Your question: Why you need these functions?

ANSWER:

We use currently only email support. No chat and no phone support. We would like to have the flow builder to first propose an article from our knowledge base to the user as the first step. Then, if the user does not find an article that is useful, flow builder should ask them to create a ticket. This ticket will then be answered by our agent by email as usual. 

2. Your question: how significant of a business impact it is? 

ANSWER:

We do not offer chat or phone support, so this is very important to us. It is a disappointment that this is not already standard as I think it is a very basic feature that the Flow Builder should offer.

I saw that other users were having this same need so it would be great to get this feature working. The flow builder seems to be useless for us without it. 

Please let me know if you need additional information.

Kommentar anzeigen · Gepostet 03. Mai 2021 · AL

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Community-Kommentar Feedback - Ticketing system (Support)

There should be no option to talk to a human or chat. This should be configurable in the flow builder settings.

Kommentar anzeigen · Gepostet 28. Apr. 2021 · AL

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Community-Kommentar Feedback - Chat and Messaging (Chat)

We need the same feature. We use currently only email support. No chat and no phone support. 

We would like to have the flow builder to propose article from our knowledge base to the user as the first step. Then, if the user did not find an article that is useful, flow builder should ask them to create a ticket. This ticket will then be answered by our agent as usual. There should be no option to talk to a human or chat. This should be configurable in the settings.

Kommentar anzeigen · Gepostet 28. Apr. 2021 · AL

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AL hat einen Post erstellt

Post Feedback - Ticketing system (Support)

We use currently only email support. No chat and no phone support. 

We would like to have the flow builder to propose article from our knowledge base to the user as the first step. Then, if the user did not find an article that is useful, flow builder should ask them to create a ticket. This ticket will then be answered by our agent as usual. 

Gepostet 28. Apr. 2021 · AL

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KommentarTicket management

Can you please add guidance for "Tags" - this is not mentioned in this article. But there is a "Tags" line in our list of Events. For example, it would be helpful to understand how to find a tag that is listed. I see some tags that I have not idea where they are coming from. So I'd like to know 1. how to find their origin, and 2. how to prevent them from getting added to a ticket in the future.

Kommentar anzeigen · Gepostet 21. Apr. 2021 · AL

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