Ntsako Masinge

Hi Zendesk,

We need the functionality to be able to hide custom user fields that contain customer information, and we want to mask this information. So far, Zendesk cannot do this, can we get this requirement please. Some of our customers want to hide some sensitive customer information from the agents.

This is a need especially if you are using omni-routing to route your email tickets. New emails don't auto assign immediately unless agent refreshes

Hi,

Which datasets and Metrics have been used to calculate the Agents CSAT score that shows on the agent dashboard. Using Explore, I am getting a different score completely. They don't correspond. 

Hi @...,

Noted. I will await feedback. Thank you.

Hi Support, 

Need your assistance please.

The Facebook Messenger messages that do come through Zendesk aren’t kept open, once the agent has replied. When send (or enter) is clicked in response to client, the ticket is closed and it shows to the client that the agent has left the chat.When this happens, it is closed to me on messenger as well, so the client's query goes totally unresolved.In order to recover that ticket, agents need to search through the entire Zendesk, to retrieve the chat.

Any idea why?

Hi,

We have a customer that has a fixed footer , and wants the chat icon within a button format... is there a HTML code that I can try in order to make this happen ?