Hannah Voice

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Time Tracking Agent Productivity

Hi Mike Jenkins 👋   Such a great topic! We’ve had all these same conversations too, and I don’t think there is one perfect way to measure productivity but I’ll share what we’ve landed on for now.  ...

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• Hannah Voice
• Erstellt 14. März 2023 17:11
• 0 Stimmen

1. Email
2. ...
3. Formatting and customizing your email
4. Implementing simplified email threading for email applications

Hi there, I've been testing simplified email threading in our sandbox and hoping you can help me understand a couple of things. I've updated the trigger that sends the notification I'm testing, as ...

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• Hannah Voice
• Erstellt 17. Januar 2023 14:02
• 2 Stimmen

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Is there a way to find out average Next Reply Time?

Would also love to know if there is a solution for this one! 🤞

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• Hannah Voice
• Erstellt 23. Juni 2022 11:20
• 1 Stimme

1. Bots and automation
2. Custom bots (Flow Builder) documentation
3. About the bot builder

Is it not possible for users to enter free text in order to search for Help Center articles (instead of us having to configure the specific articles that we want to show)? Thanks!

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• Hannah Voice
• Erstellt 12. Mai 2022 11:05
• 0 Stimmen

1. Messaging
2. ...
3. Zendesk messaging
4. About CSAT ratings in messaging

Hi there, We're hoping to configure CSAT ratings for Facebook private messages and Twitter DMs. Is this setup only compatible with Agent Workspace + Social Messaging (i.e. social channels that are ...

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• Hannah Voice
• Erstellt 22. März 2022 16:20
• 0 Stimmen

1. Chat
2. ...
3. Setting up Zendesk Chat
4. Creating a schedule with operating hours

Do operating hours also apply to Zendesk Messaging or is it just Live Chat? If they do apply to Zendesk Messaging, how do they then work with Social Messaging? For example, if we had operating hour...

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• Hannah Voice
• Bearbeitet 25. Januar 2022 13:19
• 0 Stimmen

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Group names in Explore

Had the same issue a few months ago, even after confirming with Customer Support that this wouldn't happen. 😓

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• Hannah Voice
• Erstellt 30. September 2021 16:34
• 1 Stimme

1. Agent guide
2. Additional ticket channels
3. Serving chats in the Zendesk Agent Workspace

Thanks @.... Could you point me to the best resource that outlines the differences between chat and messaging? I've read through these: The difference between chat and messaging Zendesk messaging ...

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• Hannah Voice
• Erstellt 12. August 2021 09:27
• 0 Stimmen

1. Agent guide
2. Additional ticket channels
3. Serving chats in the Zendesk Agent Workspace

Hi there. This article says "If enabled, agents and visitors can send and receive attachments via Chat." but this article says "Customers cannot currently attach files to messaging conversations." ...

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• Hannah Voice
• Erstellt 10. August 2021 14:27
• 0 Stimmen