Fiona

1. Support
2. ...
3. Ticket automation and collaboration
4. About Zendesk Advanced AI

Hi I'm confused - if it's advanced AI, can it just read the question the customer has written in the web widget and look in the Knowledge Base and give the answer? As opposed to having to create an...

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• Fiona
• Erstellt 24. November 2023 19:27
• 0 Stimmen

1. Chat
2. ...
3. Setting up Zendesk Chat
4. Zendesk Chat triggers conditions and actions reference

What do I need to do to exclude mobile users?  Visitor platform > does not contain > ios Visitor platform > does not contain > android That doesn't seem to work... what should I be doing? Thanks

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• Fiona
• Erstellt 26. Oktober 2023 16:53
• 0 Stimmen

1. Bots and automation
2. Custom bots and bot building documentation
3. Analyzing your Flow Builder activity

The reporting is very bare bones at the moment - we don't know common paths people are taking through the "answer" and what people are typing in or clicking on throughout the interaction. When is m...

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• Fiona
• Erstellt 31. Juli 2023 18:24
• 1 Stimme

1. Messaging
2. ...
3. Third party and social messaging channels
4. Adding and configuring Instagram Direct

We have been using this for a couple of weeks but have noticed that if someone sends us an attachment (or photo), it doesn't show in Zendesk - only the message does. Is this right? It's a bit annoy...

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• Fiona
• Erstellt 28. Juni 2023 17:19
• 0 Stimmen

1. Community
2. Feedback - Chat and Messaging (Chat)
3. Connect other Flows from Present Options step

This would be useful. I also voted and added a comment to "Ability to merge branches of an answer" which sounds like a similar request but doesn't exactly match. That other one is now closed for co...

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• Fiona
• Erstellt 3. Mai 2023 18:34
• 1 Stimme

1. Community
2. Feedback - Chat and Messaging (Chat)
3. Automatic Switch from Messaging to Email Channels Post Chat

This has been coming up as feedback from my team too. Multiple times they've sent "Hi [name]" as an email because they hit enter and didn't realize the mode had defaulted back to messaging. Once a ...

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• Fiona
• Erstellt 2. Mai 2023 17:42
• 0 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. Agent Workspace: Add "last channel used" as default reply option

This has been coming up as feedback from my team too. Multiple times they've sent "Hi [name]" as an email because they hit enter and didn't realize the mode had defaulted back to messaging. Once a ...

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• Fiona
• Erstellt 2. Mai 2023 17:42
• 1 Stimme

1. Community
2. Feedback - Chat and Messaging (Chat)
3. Ability to merge branches of an answer

Agreed! The flow becomes very unwieldy with all the duplicated branches. Makes it hard to manage and maintain consistency.

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• Fiona
• Erstellt 2. Mai 2023 16:50
• 1 Stimme

1. Messaging
2. ...
3. Zendesk messaging
4. How migrating to messaging impacts Chat settings

Moving to Messaging, how can we see how many online visitors we currently have? That was also useful to know. Thanks! Fiona

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• Fiona
• Erstellt 25. April 2023 21:52
• 0 Stimmen

1. Bots and automation
2. Custom bots and bot building documentation
3. Understanding answer step types

Hi Is it expected behaviour that the "Show help center articles" step, when the user clicks on "View article" this opens a new tab with the article and the bot opens and the conversation so far doe...

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• Fiona
• Erstellt 25. April 2023 18:39
• 0 Stimmen