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Anna Billings

Beigetreten 29. März 2023

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Letzte Aktivität 03. Nov. 2023

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Community-Kommentar Feedback - Ticketing system (Support)

+1 - we are looking for the same functionality to be able to send reminders in side conversations if the recipient has not responded to us

Kommentar anzeigen · Gepostet 03. Nov. 2023 · Anna Billings

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Community-Kommentar Discussion - Tips and best practices from the community

+1 for just being able to do this as a trigger.

Additionally, it looks like the layout for webhooks has changed since this article was created and it could use a refresh to match what's current in the UI.

Kommentar anzeigen · Gepostet 04. Aug. 2023 · Anna Billings

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Community-Kommentar Feedback - Reporting and analytics (Explore)

We have a lot of Light Agents in our org and I'd love to be able to exclude them from our reports more easily. Currently it's very labor intensive to make sure they're left out of reporting.

Kommentar anzeigen · Gepostet 28. Juli 2023 · Anna Billings

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KommentarTicket basics

What are the full parameters around which past interactions will show up? I see some customer profiles with a long list of past interactions shown on a ticket - some of which are archived tickets - and others where only a couple of past interactions show up. It seems like there's no consistency between customers. 

Kommentar anzeigen · Gepostet 20. Juli 2023 · Anna Billings

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Community-Kommentar Feedback - Chat and Messaging (Chat)

I agree, this would be a great feature to add for customers to have agency over their messaging experience. 

It would be helpful to provide the customer with an option to either start fresh with a new ticket, or continue with the existing messaging. While testing, I have found it annoying that there is no easy way to go back to the original flow options. The only way I am presented with options is by asking a question, but that means I miss all the provided options from the flow and am limited to only what comes up based on my question.

I think this is a limitation with messaging in general because I may want to continue with my existing message, but I may also just want to start over and giving the customer the agency to do this would provide a better customer experience.

Kommentar anzeigen · Gepostet 18. Juli 2023 · Anna Billings

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KommentarHow to fix issues in Zendesk messaging

It would be helpful to provide the customer with an option to either start fresh with a new ticket, or continue with the existing messaging. While testing, I have found it annoying that there is no easy way to go back to the original flow options. The only way I am presented with options is by asking a question, but that means I miss all the provided options from the flow and am limited to only what comes up based on my question.

I think this is a limitation with messaging in general because I may want to continue with my existing message, but I may also just want to start over and giving the customer the agency to do this would provide a better customer experience.

Kommentar anzeigen · Gepostet 14. Juli 2023 · Anna Billings

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KommentarViews, ticket status, and ticket fields

Agreed, this is essential for our workflows that we have something like this to work so that agents aren't constantly refreshing their screens to keep up with the unassigned queues.

Kommentar anzeigen · Gepostet 29. März 2023 · Anna Billings

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