Chat and Messaging
Fixed
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Intermittent occurrence of messaging tickets in the open/pending/on-hold/solved states not reopening when a visitor next chats
- Comments from Sunshine Conversations Message Wrapper being attributed to business author instead of agent. This also fixes the issue of First Response Time for messaging not taking these comments as the first response
Web Widget (Classic & Messaging)
Fixed
- [Messaging] Breadcrumbs in Admin Center modules not working
- [Messaging] Add field validation for iOS notification certificate file field
- [Messaging] Handle anonymous and authenticated conversations on page refresh when widget is open and closed
- [Messaging] Escape should close the widget when channel linking page is active
- [Messaging] Web Widget overlaps content while zoomed in
App Marketplace
- Teamleader (Support, Sell, paid)
- Teamleader for Support and Sell allows agents to see data from Teamleader next to their Sell or Support deals or tickets. The Teamleader app unites all your business and customer data by displaying crucial information from Teamleader in your Zendesk sidebar. This offers you a single and real-time view of your customer and allows you to solve tickets faster. All adding up to a better customer experience. Whether customers are chatting, calling, or emailing, the Teamleader app assists your sales and support reps by giving them the correct information at the right time.
- Ometria (Support)
- Ometria is a customer data and marketing platform that helps retailers increase CRM revenue. Ometria combines the data unification and customer insight of a CDP with a cross-channel marketing orchestration platform, letting retail marketers easily and efficiently create experiences their customers love across email, mobile, on-site, social, direct mail and more. Give your support team enhanced context of each customer's experience with Ometria data displayed alongside live support tickets.
- Zero Friction (Support)
- Zero Friction transforms the way collective heat and cooling suppliers engage with their end customers and support the meter to cash processes by providing an innovative SAAS Cloud Platform. The Zero Friction App for Zendesk uses the Zero Friction CRM integration framework and APIs to offer things like an integrated customer database, a 360 Degree view of the customer within Zendesk, and contextual Integration of both cloud platforms.
- GetFeedback (Support)
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GetFeedback by Momentive is a customer feedback and experience platform purpose-built for customer support, success, and experience teams. Organizations can start quickly and easily with templatized surveys based on CX best practices, that are sent after support, or other customer touch-points. Quickly take action to drive better agent engagement and customer experience across the entire journey. Capture feedback immediately across multiple channels, including digital experiences. Increase loyalty, drive customer retention and improve the overall experience with our closed-loop feedback collection and escalation workflows. Combine customer feedback and Zendesk data to uncover actionable customer, product, and agent insights that help organizations provide exceptional experiences everywhere.
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No updates this week
- Support
- Talk/Voice
- Guide and Gather
- AnswerBot
- Explore
- Sunshine Conversations
- Zendesk Mobile
- Sell
10 Comments
Scott Burnham - what's the use case for sorting tickets alphabetically by subject?
Due to the nature of your concern, I'll create a ticket for you. Please wait for my update via email and let's continue from there.
Cheers!
Scott Burnham - Not sure why you're being so snippy. If you want a product team to understand why a change is negatively impacting you then you'll need to communicate why it's a problem. Not just "it's a problem".
Is your screenshot from a user profile or a ticket view? Sorting via subject is being removed from the user profile. Not ticket views.
Chris Fassano,
You might find the comments on this post helpful... There are a LOT of people with this request. https://support.zendesk.com/hc/en-us/articles/4420490020890-Announcing-changes-to-views-pagination-and-sorting-user-profile-pages
Hi Chris Fassano & Scott Burnham -
I'd like to gently remind you both of our Zendesk Community Code of Conduct – your frank feedback is absolutely welcome, and if you're frustrated then please direct that at us, not at your fellow customers, but please do keep in mind the tenets of the code of conduct. I can't speak for the product team in this issue, but as Heather mentioned above, you're certainly not alone in your frustration on this, and the thread she linked to is a good place to share your use cases.
Thanks for your understanding.
About "Intermittent occurrence of messaging tickets in the open/pending/on-hold/solved states not reopening when a visitor next chats" (chat and messaging).
Chat tickets (whatsapp, in this case) are changing to "open", regardless of what status they were previously. Tickets with "new" status are changing to "open" after a new message sent by the end user, even with no one assigned. Suggestion: Couldn't you do a validation, that in case the status is "new", it doesn't change to "open"? This is causing some confusion for some Zendesk customers, as tickets stay "open" even though no one has started dealing with the end user.
@...
I have been quite civil; comparatively. As you can see, these recent changes are not quite being received as your team had anticipated... Zero fanfare. Zero praise. Just salt... Soo much salt.
How about fixing the ability to sort our tickets by subject....
Chris Fassano why start an argument though? Also not being snippy, just answering your questions from multiple threads on the same subject. (unless that was a snipping tool joke, then yes, getting 100% snippy on here)
Users/administrators state a problem with the development, then there is a problem..
The why isn't relevant for anything other than debating against the user's preferences, and not resolving the problem.
The specific view is also irrelevant to you, especially if you don't know, and are not affected by it's removal, or are instrumental in correcting it Chris. The developers know where it was removed from, and hopefully they now know that it is being received quite poorly by the people who pay them... If you are a developer, your attitude explains why the company will lose a lot of money soon.
Chris Fassano
These are our subjects:
We use a combination of automation and practices to visually organize out tickets.
Thank you for attending this TED talk.
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