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Aaran Chilinski - Customer Success Developer
Beigetreten 28. Juni 2022
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Letzte Aktivität 26. Feb. 2025
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Neueste Aktivität von Aaran Chilinski - Customer Success Developer
Aaran Chilinski - Customer Success Developer hat einen Post erstellt
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
I would like to be able to collapse the call transcription, when created in a talk ticket. it makes sense to be able to do so as some calls can be very lengthy, with the transcription taking up so much room.
What problem do you see this solving? (1-2 sentences)
It will stop ticket lengths being longer than they should be.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
We turned off the option to see transcripts, not utilising the feature and its benefits.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
No current work around or option to choose this, to my knowledge.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
Simply have a + button which we can use to open the transcript when needed. The transcript should remain minimised once the call ends.
Gepostet 30. Jan. 2025 · Aaran Chilinski - Customer Success Developer
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Aaran Chilinski - Customer Success Developer hat einen Post erstellt
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
We noticed that when using AI features like macro suggestions, “expanding” comments and Answer bots, the tone of the responses are very much American, using certain words in their American format. I would like to be able to select the tone in which we are replying.
What problem do you see this solving? (1-2 sentences)
The option to do so would match the tone of our responses, ensure the wording is in the British format, and save time and resources of our agents proof reading amended wording via AI, as it is not saving time doing so.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
This happens on a daily basis.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
The agents are proof reading any amended comments, and reviewing how the Answer bots respond via messaging.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
Either an option in the comment window to select the tone, a default setting in admin to set the tone to British, or AI recognises the ticket details/forms used and automatically selects the tone accordingly.
Gepostet 30. Jan. 2025 · Aaran Chilinski - Customer Success Developer
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Glad to see this is not only an “us” issue. We made the switch yesterday and our agents immediately noticed and became frustrated at the need to refresh their screens to see their deservedly earned statistics. Looking forward to hearing of an update announcing this will be functioning.
Kommentar anzeigen · Gepostet 21. Jan. 2025 · Aaran Chilinski - Customer Success Developer
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An older request but something, as rightly said above, is not needed for all cases. A way to supress this message would be ideal for the majority it seems.
Kommentar anzeigen · Gepostet 13. Dez. 2024 · Aaran Chilinski - Customer Success Developer
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Aaran Chilinski - Customer Success Developer hat einen Post erstellt
After a conversation with ZD support I was asked to leave a little note here about my request.
We would very much like the ability to customise the UI of the Zendesk page, allowing us to move the messaging, notifications and call positions for a more optimal display. Often having these apps open can block content, or be blocked themselves and moving positions would be a game changer, and allow a more personalised experience for our agents.
Gepostet 11. Dez. 2024 · Aaran Chilinski - Customer Success Developer
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Aaran Chilinski - Customer Success Developer hat einen Post erstellt
It would be neat, when we make a change to an articles publish/unpublish status that we can leave a comment as to why this has been done.
For example, if I need to amend an article's information, and unpublish it for the time being whilst I await confirmation of certain details, leaving a note for myself, or an aide for when we revisit the article, be it in a couple of hours or days, might prove beneficial in ensuring the clarity and reasoning of the edit.
I would assume only allowing a comment for the latest update would be beneficial.
This may just prevent republication of articles/drafts/archived documents from resurfacing in error.
I “expertly” in paint imagined how it might look…
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Thanks for taking time to have a look.
Bearbeitet 19. Sept. 2024 · Aaran Chilinski - Customer Success Developer
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Aaran Chilinski - Customer Success Developer hat einen Kommentar hinterlassen
The Functions table midway through the article doesn't display properly for me and seems to cut a portion off at the right hand side.
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Kommentar anzeigen · Gepostet 18. Sept. 2024 · Aaran Chilinski - Customer Success Developer
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I have been advised to post some ODD encounters after turning on the EAP today. The agent in chat advised that she was not able to assist me directly, so hopefully someone can assist me more swiftly as i have questions, rather than just passing on feedback.
We have had several tickets which concern me and for data protection reasons. A number of tickets have been transcipted with content that does not relate to that phone conversation or by the looks of it, this company at all. I am concerned that our data has gone else where, and if that's the case, we handle address details and card data, so a serious breach of security could potentially be occurring.
Additionally we have tickets now with translations in German occurring where they shouldn't and even then the translation is wrong.
Also experiencing tickets where the transcript and the summary are duplicating, thus making the ticket longer that it needed to be and effort to scroll through.
Given my concerns for the protection of the data of our customers, I truly hope someone reads this in good time, as the issues we are facing are within the first couple of hours of switching this on.
Kommentar anzeigen · Bearbeitet 10. Mai 2024 · Aaran Chilinski - Customer Success Developer
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Aaran Chilinski - Customer Success Developer hat einen Post erstellt
It would be great for this to be explored.
I cannot see why we allow any abled agent to be allowed to right click and save an audio file of their conversation with a customer. This cannot surely be PCI compliant?
To have this as an admin enabled function/button would be putting customers data in a much more secure position, and more manageable.
Not having an out of the box feature to stop all agents from listening to all calls in groups they are active in is a task more complicated to prevent, which I understand, but there can be more done to protect customer data being stored.
Ideally Zendesk should limit call recording access to a separate "portal" where call recordings were accessed by list order format, or by searching a particular ID, where only admins and the select are able to access.
Gepostet 30. Mai 2023 · Aaran Chilinski - Customer Success Developer
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Aaran Chilinski - Customer Success Developer hat einen Post erstellt
A small request for messaging.
When a customer reaches out to us and we speak to them live, it would be great to have the ability to send links without the long MumboJumbo and without outsourcing to external sites to shrink links. We allow limited outside internet access for our agents.
This would allow ease of use, look more professional, and allow a better conversation flow between our customers and agents.
Gepostet 29. März 2023 · Aaran Chilinski - Customer Success Developer
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