Feature request: Custom copy for buttons in answer bot emails

2 Comments

  • Mike Mortimer
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    Hi Lenka,

    Thanks for your feedback - at Zendesk we too emphasise user testing and data validation behind design decisions and the experience for this copy and buttons has evolved many times during the EAP, to arrive at the current experience.

    Is your issue primarily tone of voice here or how it is designed, to ensure the correct actions are taken (i.e. people not clicking the buttons accidentally)? If it's the latter we are revisiting the UX to promote a better experience at each stage of the process (i.e. receive articles, read articles, close ticket) to further combat any potential false solve issues. One thing to consider with all of this (that adds a lot of complexity) is how to handle the situation of internationalisation where multiple translations are needed for each piece of content.

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  • Mirjam Happel
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    Hi Mike,

    I actually have a similar remark. In our company we do not call it a "request" we call it a "ticket". It would be nice to be able to change it to what it is actually called. The same counts for the web form version.

    Mirjam

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