Jen C

1. Support
2. ...
3. Ticket automation and collaboration
4. Analyzing intelligent triage results and taking action

Jake Bantz Does this work on Messaging now? I saw your comment here, but then I'm seeing that the Zendesk AI feature mentions it works for Messaging. Maybe that is new, but I wanted to make sure I'...

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• Jen C
• Erstellt 15. September 2023 18:58
• 0 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. Making it easier for agents to find Macros

We would also like to be able to search the entire macro title and body text of the macro. I don't know why that wasn't a thing already. Definitely need some improvements in the macro area to make ...

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• Jen C
• Erstellt 24. August 2023 14:23
• 0 Stimmen

1. Zendesk updates
2. Announcements
3. Important announcement: Upcoming changes to the Explore dashboard builders

That sounds great. I just wanted to clarify that the timeline of a year (12 months) to transition to the new dashboard builder would start after the GA of the new dashboard builder?I just wasn't su...

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• Jen C
• Erstellt 23. August 2023 22:51
• 2 Stimmen

1. Explore
2. ...
3. Creating dashboards
4. Working with the dashboard builder (Beta)

Thank you @Walter Bellante! Also, with the change from the current dashboards to the new Beta dashboards, will all our Reports and Datasets stay the same? Meaning, can I just pull in all my existin...

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• Jen C
• Erstellt 22. August 2023 16:13
• 0 Stimmen

1. Explore
2. ...
3. Creating dashboards
4. Working with the dashboard builder (Beta)

Finally diving into this, is there a way to assign the filters to the reports. I added a time filter and I can't find a way to make all the reports adjust to the time filter like in our current das...

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• Jen C
• Erstellt 22. August 2023 15:11
• 0 Stimmen

1. Zendesk updates
2. Announcements
3. Announcing custom ticket field settings for the Messaging Web Widget and Zendesk SDKs

Hi! Am I understanding this correctly, that we can use the web widget for the messaging channel - without a bot attached? So, the customer would open the web widget, fill out the information and th...

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• Jen C
• Erstellt 14. August 2023 16:37
• 1 Stimme

1. Talk
2. ...
3. Setting up Talk
4. Talk network requirements

Our agents all work remote and so they are all on different networks with their personal internet providers. Do they need to each configure this to their home internet networks? Or is this somethin...

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• Jen C
• Erstellt 26. Juni 2023 18:15
• 1 Stimme

1. Agent guide
2. Ticket management
3. Deleting tickets

How can I exclude Calls in Explore Reports for ZD TALK that were recorded on deleted tickets?The ticket ID is not included when I drill in, but the recorded calls are being included in my data for ...

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• Jen C
• Erstellt 17. Februar 2023 22:18
• 0 Stimmen

1. Explore
2. ...
3. Explore recipes
4. Explore recipe: Reporting on first reply time

Hi! Our agents share tickets, so there could be 2 agents that respond on a ticket to a customer. I want to look at agent reply time per agent, not per ticket assignee. This is because Agent A could...

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• Jen C
• Erstellt 12. Januar 2023 23:09
• 0 Stimmen

1. People
2. ...
3. Team members and groups
4. Creating custom unified agent statuses

Thank you Artur! That's so great! Looks like it might be time to try it out.

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• Jen C
• Erstellt 12. Januar 2023 14:46
• 0 Stimmen