Introducing a better way to get help from Zendesk

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9 Comments

  • Jamey Pringle

    Will there be any customizations with this? Specifically, limiting this help feature to admins only.

    5
  • Deidre Jones

    Will chat be available 24x7? I think having chat available is a great feature to have as I use it often with other tools I work with. The documentation is already available to everyone. I can see how this can help admins with training or introducing new Zendesk features such as the new Views settings. 

    0
  • Gail L
    Zendesk Community Team

    Hi Jamey,

    At this time there won't be any customization of the settings. Can you tell us more about why having this feature available to all your agents would be an issue?

     

    Deirdre,

    Yes, our chat support is staffed 24/7! We have global teams that keep things online throughout the day. 

    0
  • DJ Jimenez

    Hi Gail - I have the same request as Jamey. We have a highly customized configuration and would prefer agents to reach out internally to our admins before reaching out to Zendesk Support. The help button is misleading in that it goes to a team outside of our company who is not familiar with our configurations.

    Our admin team would also want to keep track of any and all Zendesk Support inquires related to our instance. We would need to be in the loop for each of these chat sessions.

    4
  • Jamey Pringle

    DJ - I was told by our Sr. Customer Success Executive that for customers like us who have Premier Support, this feature will be limited to Admins.

     

    1
  • Gail L
    Zendesk Community Team

    Hi Jamey, 

    Your company can continue to work with our Premier team about this. 

    DJ,

    I'm creating a ticket your Customer Success representative to follow up with you.

    0
  • Shalaka Tendulkar

    We have a similar situation like DJ as well, but without Premier Support. Our Zendesk instance is highly customized and we would rather have the agents go through our admin team first before reaching out to Zendesk. Can we have this feature limited to only Admins? 

    1
  • Gail L
    Zendesk Community Team

    Hi All,

    We appreciate that this a major change and will be monitoring impact closely. If you have specific concerns related to your own account please reach out to your account manager or our support team, our community here is a better place for general questions. Thanks!

    -1
  • Tobias Hermanns

    Same for us, we´ve 2 Zendesk Admins, and we´ll take care to communicate with Support.

     

    So the Help Button may can be customize for "Agents" starting a Chat to Admin Team internally, from here, Admin Team can if need escalate to Zendesk Team.

     

    Thanks!

    1

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