Jason Walker-C

1. Zendesk updates
2. Announcements
3. Announcing live agent status metrics and drill in

Drill-in is available on our account for the Live Data report. However, it is pulling data for Chat and not Messaging. How can we change that? Would also like to hide Talk as we are not using that?...

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• Jason Walker-C
• Erstellt 9. Juni 2022 19:08
• 1 Stimme

1. Chat
2. ...
3. Custom bots (Flow Builder)
4. Using the Make an API call step in Flow Builder

This is great. Can we use this to get info from our own ZD instance? I would love to get messaging ticket count and display that to customers. This would help set wait time expectations since we ca...

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• Jason Walker-C
• Erstellt 26. Mai 2022 22:26
• 0 Stimmen

1. Community
2. Feedback - Chat and Messaging (Chat)
3. Hyperlinking within bot flow

Claudia Zimmermann I have not. I thought about using a https://tinyurl.com/app

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• Jason Walker-C
• Erstellt 18. Mai 2022 20:54
• 0 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. Flow builder: Ask "Was this helpful?"

Daniel Aron After extensive usability and user testing. We found that when users engage with the bot, their intentions are to talk to an agent. They unanimously shared that they already searched an...

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• Jason Walker-C
• Erstellt 9. Mai 2022 19:46
• 0 Stimmen

1. Community
2. Feedback - Chat and Messaging (Chat)
3. Add "Back" step in "Flow Builder"

Lisa Tam Any update on this?

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• Jason Walker-C
• Erstellt 9. Mai 2022 19:42
• 0 Stimmen

1. Community
2. Feedback - Chat and Messaging (Chat)
3. Transferring a chat

@Ayush Upadhyay, Please provide some update here...

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• Jason Walker-C
• Erstellt 9. Mai 2022 19:33
• 0 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. Feature request: Flow Builder - ask customer to submit ticket if no article is found

@Nicole Saunders  We also would like more control with article suggestions. We can turn it off for email and web form but not for the bot widget. We have found in usability testing that users have ...

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• Jason Walker-C
• Erstellt 13. April 2022 21:58
• 0 Stimmen

1. Community
2. Feedback - Chat and Messaging (Chat)
3. Messaging- Ability to see the free-text messages that an end-user sent to answer bot

This is a great suggestion. Would be helpful in understanding the stats on how many users engaged with the bot and how many of those engaged with agents through the bot.  Would also be great if we ...

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• Jason Walker-C
• Erstellt 13. April 2022 21:49
• 1 Stimme

1. Community
2. Feedback - Chat and Messaging (Chat)
3. Agent Workspace: Notification when chat is transferred to agent

Sad, this is such a critical need and has gone stale since Jan.... We have spend a lot of time/money on usability testing that found this as critical. I wonder how ZD is performing usability testin...

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• Jason Walker-C
• Erstellt 7. April 2022 22:26
• 1 Stimme

1. Chat
2. ...
3. Zendesk messaging
4. Creating an out-of-office response for messaging

Prakruti Hindia It would be great if this could work for specific groups and not all agents. We route to multiple groups, across multiple brands. Need way a way to route to groups based on custom f...

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• Jason Walker-C
• Erstellt 7. April 2022 22:13
• 3 Stimmen