Mark Wiles

We really like the new AI bot capabilities, especially how it can create a brief answer from our help center and link to it.  Great job!

Even so, we're looking for an easy option to have the bot create an email ticket, rather than just “transfer to agent” for a messaging conversation.  We'd like for our bot to first try answering, and if the user needs to escalate to an agent, it would collect their email address and create an email ticket with the full bot conversation included.

Thanks!

I realize that you don't want to turn this into an Explore report, but I've not been able to successfully leverage Explore to answer the basic question: "is each agent engaged today, and what activities are they doing"?  It would be great if I could a) add a few columns of my own, or b) "clone" this to an Explore report where I could easily tailor it.

It's good to see all our agents in one place, but instead of just seeing date of last login, I'd like to see date and time of last login and activity since that last login. Or over a span of time, what has a given agent been working on (various types of ticket updates, help center article updates, messaging, chats, etc.)?  Or how about a login history for an agent?  As we work more remotely, these data help us "see" what's happening with the team even when we can't see the team members walking in and out of the office door.

I've tried tailoring the Explore Support dashboard (Assignee activity widget), but I can't get it to show me what I'm seeking. I apologize if I'm overlooking anything that should be obvious.

Thank you.

Thank you, @..., but we are looking for a solution that would help us do this at scale with hundreds (if not thousands) of users.  Suggestions welcome.  Thanks.

The Explore dashboards are great, but the problem we are running into is that if we give people light agent or contributor roles, they can go over to Support.  We've been able to lock down their abilities in Support to almost where we need, but if they click to add a ticket, click in the "Requestor" box, and type a letter of the alphabet, they can then see everyone's email addresses (all requestors in our system) related to that letter . . . this is a show-stopper for us.  We were so excited about exposing Explore dashboards to a subset of our users using a secure method (not email sending), but this is stopping us and now we're scrambling for another solution.

It would be great if we could simply toggle off Support access for light agents and contributors.  I know we can do custom roles, but the fact that this requires a license for each, makes it completely unaffordable.  I think Zendesk has a great opportunity here to add value.

And by the way, if I'm missing anything, all coaching is welcome.

Thanks!

Mark

Hello - does anyone know how to send the dashboard to an end-user as a ticket attachment rather than to their email address?  For security purposes, we'd like them to log in to Zendesk and retrieve the file from a ticket.

Thanks!

Mark

Hervin Amie Brennan - thank you for your recent posts.  My aim has some commonality in that it involves triggers and macros, but I'm interested in embedding macro content in a public comment in a trigger.  For simplicity, let's say you are asking people in your ticket form to select from a list of their favorite fruits, and you'll send them information on any that they select.

Condition: if the custom ticket field "Favorite Fruit" is not empty

Action: email user

Body of email: if "apple" is selected, insert "apple information macro" content; if "orange" is selected, insert "orange information macro content"; if "grape" is selected, insert "grape information macro content".

This would enable us to edit the various macros with new information while not having to edit the triggers.  I'd rather avoid linking them to articles, and I'm trying to avoid numerous triggers.  Please forgive me if I'm missing anything obvious.

Thank you!

Use Case: We are planning to use the "Share" function in Explore to share a dashboard with people in Contributor and/or Light Agent roles.  These people are not typical users of Zendesk; we're just leveraging Explore to provide them helpful data in our partnership with them.

Problem: These partners receive an automated email from Zendesk that we cannot brand or edit.  I'll paste the body of the automated email below.  It comes from > and it has a large Explore (Zendesk-branded) header in the email.  Currently, the recipient might have no idea who the automated "ZENDESK USERNAME" is, since this is just tied to the profile of the person who shared the dashboard.  The recipient also has no idea what organization/company this is related to; we will need to put our org/brand in the name of the dashboard in an attempt to convey who this is from (since that is auto-populated into the template).

I see that when I share a dashboard with a Contributor, the user in the Contributor role receives an automated email.  This is not a scheduled dashboard delivery, just a simple share.  Is there a way I can edit or brand that automated email to them?  Thanks!

Amie Brennan - for what it's worth, I did an experiment this morning that looks promising for our use case to allow a limited number of partners to access shared dashboards behind a login.  I set my test user up as a Contributor, created a new group for those engaged in this project, and then shared the desired dashboard with this Contributor.  I was especially glad to see that the Contributor could go to  a direct URL (****.zendesk.com/explore) that prompts them to log in and lands them in Explore (without their having to navigate from Support over to Explore).  This also appropriately restricts them to viewing only THEIR personal tickets if they happen to click over to Support. 

I might run into issues after further testing, but this is encouraging.

Thank you, Amie Brennan - we were hoping to restrict them to no viewing of ANY tickets.  Have a good day.