Improvements to your Zendesk Customer Support experience [Updated June 22, 2022]

Return to top

7 Comments

  • CJ

    "Conversations in the Messaging widget will now be named based on the subject of your ticket, providing you with contextual information to assist you when navigating your list of conversations – previously every conversation was named “Zendesk”. "

    This is a bit of a confusing update. I've never had a conversation named Zendesk. I have had every ticket made have a title like "Conversation with CJ" though. Is that what is changing? What gets used as the ticket title? 

    Additionally, I ran into the new form in Messaging already. This is loads nicer, thank you! It really improves the readability of the ticket and reduces clicks/effort to open an issue. However, the description field having a 128 character limit is very strange. Is this supposed to be the title?  I was unable to actually describe my issue in a short enough manner.

    0
  • Madison Hoffman
    Zendesk Digital Resources Team

    Hi CJ! Thanks so much for taking the time to share your feedback. Happy to help fill in some of the blanks here! 

    This is a bit of a confusing update. I've never had a conversation named Zendesk. I have had every ticket made have a title like "Conversation with CJ" though. Is that what is changing? What gets used as the ticket title? 

    Here are a couple screenshots to demonstrate before and after: 

    While you may be accustomed to seeing a generic ticket title in some places (like here in the Help Center under Avatar > My Activities), in the list of conversations, we've historically only shown "Zendesk" like the first image shows. As of yesterday's release, you'll see a more contextual conversation title in the list of conversations, so it's easier to find the right one to return to, like the second image. This new title is actually pulling from the ticket subject, which our agents will be updating to align with the topic of the conversation, so you should also see under My Activities that your ticket subjects are more meaningful, too. 

    However, the description field having a 128 character limit is very strange. Is this supposed to be the title?  I was unable to actually describe my issue in a short enough manner.

    Good call! We're investigating if it's technologically possible for us to increase this character limit. We also know that the field isn't vertically responsive, which would make it more user-friendly as well, so we're investigating that too.

    In the meantime, here are couple suggestions:
    1) The form with our triage questions appears at the end of every bot flow, so if you've described your issue to the bot up front, don't feel like you need to repeat anything in the Share additional details section that you've already shared. Anything you say to Z Bot will be visible to the agent who picks up your conversation.

    2) If you've decided to bypass the bot and request a human right away, you could just provide a brief description in the Share more details field, submit the form, then send another message with additional context, examples, screenshots etc. The agent who replies to your conversation can always see the full conversation transcript. 

    We'll make sure to include any improvements we can make to that particular field in future release notes and if we find we can make updates sooner than our next major release, I'll report back here!

    1
  • Ola Timpson

    Is having multiple conversation threads a feature that we can activate for our Messaging widgets, or something that's only on your account?

    0
  • Jon Ross
    Zendesk Product Manager

    Hi Ola, thanks for reaching out! 
    Multiple Conversations is something we will be working on adding to the Zendesk Messaging Experience later this year. In the meantime, multiple conversations can be achieved (through additional customization) with our Sunshine Conversation platform. 
    Please see https://docs.smooch.io/guide/multi-party-conversations/ for further details. 

    0
  • Nicole Saunders
    Zendesk Community Manager

    We’re no longer collecting feedback on the support experience via these comments, as many felt it was too cumbersome and it didn’t give us an accurate picture of everyone’s experiences. So, we created this survey form, which will be our official intake process for feedback on the support experience going forward. It will allow us to better quantify and respond to your feedback.

    Since we’re changing this process, we’re now closing the comments on this article and look forward to hearing your thoughts in the survey. As stated in the article above, with each update, we’ll share a summary of the feedback we’ve heard from you and the improvements that follow it. Thank you as always for your feedback! 

    0
  • Jennifer Rowe
    Zendesk Documentation Team

    This article has been updated with the April 20th release notes for the Zendesk Customer Support experience. Thanks!

    0
  • Jim Nestell

    This article has been updated with the June 22nd release notes for the Zendesk Customer Support experience. Thanks!

    0

Article is closed for comments.

Powered by Zendesk