Introducing Zendesk Messaging

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34 Comments

  • Prakruti Hindia
    Zendesk Product Manager

    The expected result of this trigger is that the designated group receives and serves the respective chat (messaging group routing)  ? 

    Yes, that's correct. Only the agents in the designated group will be notified of an incoming conversation. 

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  • Clik Rogan

    Sagi M. Welzman Can say that this trigger config has worked nicely for us. The only issue really is creating unique ticket fields just so you have a unique identifier to base a trigger off of. I think as flows get more complex etc, this may not be best practice in terms of growth. 

    Prakruti Hindia Yes I did end up changing that to Channel > is > Messaging thank you for pointing that one out! =]
    What I would LOVE to see for this product is the native ability to route to group in the Flowbuilder flow steps. I absolutely love the ease of talk routing using IVRs as this does not require triggers, keeping my instance cleaner. 

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  • Kamolchanok Jittrepit

    How do you set up Zendesk Messaging that  End-user can send us (an agent) a file or an image?

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  • Miranda Burford
    Zendesk Product Manager

    Hi Kamolchanok Jittrepit,

    Unfortunately, we don't support the ability for end users to upload files/attachments as yet.  It's on our roadmap for future consideration and will likely be released sometime around the middle of the year.

    Thanks,

    - Miranda.

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