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Arpan Nagdeve

Joined Apr 14, 2021

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Last activity Feb 05, 2025

Zendesk Product Manager

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ACTIVITY OVERVIEW

Latest activity by Arpan Nagdeve

Arpan Nagdeve commented,

Community comment Feedback - Ticketing system (Support)
Hey Bruno, thank you for taking the time to provide us with this feedback! 
 
This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 
 
Thank you again for your feedback and for being a valuable customer with Zendesk.

View comment · Posted Feb 05, 2025 · Arpan Nagdeve

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Arpan Nagdeve commented,

Community comment Feedback - Chat and Messaging (Chat)
Hey Marius, thank you for taking the time to provide us with this feedback! 
 
 
This feature request has been accepted and is on our roadmap in this year. As Per our Community Guidelines, we can provide general guidance for anticipated feature and functionality release dates, and any discussion of planning is always subject to change. To stay on top of product releases please visit our What’s New page in the Help Center. We are going to leave this post open for comment to allow others to provide their feedback and use cases.
 
Thank you again for your feedback and for being a valuable customer with Zendesk.

View comment · Posted Jan 22, 2025 · Arpan Nagdeve

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Arpan Nagdeve commented,

Community comment Feedback - Ticketing system (Support)
Hey TRoT, thank you for taking the time to provide us with this feedback!
 
This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
 
 
Thank you again for your feedback and for being a valuable customer with Zendesk.

View comment · Posted Dec 13, 2024 · Arpan Nagdeve

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Arpan Nagdeve commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi Pablo, 
We are currently developing End Chat equivalent capability on Messaging. Release is expected in the month of October and feature will be available for all the messaging customers.

View comment · Posted Sep 04, 2024 · Arpan Nagdeve

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Arpan Nagdeve commented,

Community comment Feedback - Chat and Messaging (Chat)

Thanks for your feedback, 
The primary reason to not provide the explicit option for transcript download is as follows 

  • Transcript is sent automatically to the end user once the messaging conversation is updated ( Ticket Status is updated) or ticket is closed. On Messaging ticket creation is not optional and ticket will be created by default. On Messaging  customers with or without Zendesk AI agent admins can configure email ID collection as a mandatory step. 
  • Transcript setting is also available with the Admins and same can be used to control whether transcript is sent on ticket update or when ticket is closed. 
  • There is additional option of print ticket which takes the print of overall conversation, useful in scenario where rules and workflow mandates a physical copy of the conversation. 

View comment · Posted Sep 04, 2024 · Arpan Nagdeve

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Arpan Nagdeve created an article,

ArticleUsing messaging

We’re making it easy for selected Zendesk customers to move from Chat to messaging by completing the first activation step on your behalf. This will allow you to begin providing your customers with an enhanced conversational experience with as little effort as possible. Movement to messaging also enables customers to explore all the new Zendesk Advanced AI capabilities for messaging channels.

Note: Messaging activations only apply to select Chat accounts. Account owners and admins will be notified about the upgrade via email and in-product banners.

This FAQ addresses the following questions:

What’s going on?

If you’ve been contacted by Zendesk for assisted messaging activation, it’s because we’re going to turn messaging on in your account and create a ready-to-use Web Widget that you can install in your help center or website for each of your brands. We’ll also take care of upgrading the legacy Web Widget (Classic) to this new (messaging) Web Widget on any web pages where it’s not actively being used.
Messaging is the future of Zendesk conversational experiences between you and your customers, offering new capabilities above and beyond what legacy Chat offers today, such as:

  • Access to Zendesk Advance AI capabilities for messaging conversations
  • Automated conversation bots, created with bot builder, our drag-and-drop designer. This will help reduce support costs by using automation to guide customers to a resolution with customized conversational text and rich content elements (images, GIFs, emojis, and button links).
  • A unified channel experience so your agents can more efficiently manage requests from your website, help center, mobile app(s), and third parties in a single workspace and give your customers a consistent experience across channels.
  • Conversation history, so both agents and customers can view past interactions for greater insight into your ongoing support relationships. This allows for increased agent efficiency and a more personalized customer experience.

What does this mean for the future of Chat?

Our Chat product today lacks features and functionality synonymous with messaging in the market, which is where customer preferences now lie. Rather than build this into our existing Chat, we created a new experience called Zendesk messaging.

We do not have immediate plans to end of life (EOL) our live chat offering. However, with limited investments in our live chat software, customers looking for new and upgraded features like advanced AI will increasingly find that messaging is better suited to satisfy your use cases.

Is there a charge for this change?

If you have been targeted for auto-activation, it’s because messaging is already available to you and included in your plan at no cost. Please note that if you choose to use our bot builder, you may incur usage charges if you exceed the usage included in your plan. While bot builder is not required to use messaging, the majority of our customers will activate it in order to benefit from the enhanced self-service capabilities and operational efficiencies it unlocks.

What do I need to do before the migration?

We recommend you get ahead of the upcoming change by taking the following actions:

When converting to the messaging Web Widget, any active live chats will end, and any in-progress tickets will remain pending. Before doing so, we recommend that you close out active live chats, take agents offline, and consider making this change during an off-peak period.

What do I need to do during the migration?

There will be no downtime or disruptions when messaging is turned on at the account level, which will involve Zendesk selecting the Turn on messaging for your account checkbox in customer accounts.

If you are actively using Chat/Web Widget (Classic), you won’t see any other changes until an admin takes action to finalize the move to messaging.

If you aren’t using Chat/Web Widget (Classic), you will see an active and ready-to-use (messaging) Web Widget created on your behalf. You can customize the Web Widget and install it in your help center or an active web page to begin using messaging. The messaging Web Widget will replace the Web Widget (Classic) on any web page, aside from a Guide help center, where it’s embedded and not actively used.

For active chat customers, we'll also be migrating the following chat settings to messaging, so do review them during the migrations

  • Chat triggers that can be mapped to messaging triggers
  • Creating business hours based on operating hours

What do I need to do after the migration?

You will receive an in-product confirmation once messaging is turned on at the account level. At that point, they will be encouraged to finalize the move by completing a series of optional configuration steps to make messaging live for individual brands.

If you are actively using Chat/Web Widget (Classic), when your account is converted to messaging, live chats will end, and any in-progress tickets will remain pending. We recommend that you complete this step during an off-peak period, close out any active live chats, and take agents offline. Once completed, the Web Widget will change from Classic to messaging , and the end user, agent, and admin experience will change to messaging for that brand.

If you aren’t using Chat/ Web Widget (Classic), you can customize the Web Widget and embed it in your help center or website to start using messaging. As noted above, the Web Widget (Classic) will automatically be updated to the (messaging) Web Widget on any web pages where it’s not actively being used.

What if messaging isn’t right for me and I don’t want to migrate?

You’ll continue to have the option to turn messaging off and use legacy Chat and the Web Widget (Classic). If you’d prefer to complete the full setup yourself at a later date, complete this form to let us know.

What are the major parity gaps between live chat and messaging today?

Note that customers who have been targeted for messaging activation do not currently use any of these features.

Are there any specific behaviors that are “different” from Chat and that I should be aware of when moving from Chat to messaging?

Desired messaging functionality New behavior
Shortcuts There are no plans to bring “Chat shortcuts” as they’re known to Agent Workspace. All shortcuts should now be handled as macros.
Zopim App in Support

There are no plans to replicate the Zopim app in Support. We believe our new Agent Workspace is the best way for agents to have a unified conversation with customers across any channel.


Agents also have access to the notifier app to keep track of your messaging conversations.

Zopim Dashboard There are no plans to replicate the Zopim Dashboard for messaging. This is because the majority of dashboard capabilities can be replicated through Explore. Customers should be educated about this new way of consuming customer insights.
Form when offline Because messaging can be asynchronous in nature, the way that follow-up happens is no longer the same. Customers are encouraged to set expectations with your customers on typical response times; if no agents are available, we recommend that admins set up the experience so that agents can re-engage with the customer on another channel, such as email
Queuing & wait times There is no notion of “queuing” in messaging. However, customers still need ways to set appropriate expectations with wait times. This is currently being investigated.

 

What resources are available to help me move from Chat to messaging?

Help Center Documentation:

Content & Assets:

Webinars & Events:

Edited Nov 29, 2024 · Arpan Nagdeve

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Arpan Nagdeve created an article,

ArticleAnnouncements
Customer Segments Announcement Messaging Activations Definition 
Inactive Chat accounts  July 1, 2024 August 15 - 30, 2024 Chat customers on Agent Workspace that have not created any chat tickets in the last 30 days
Active Chat accounts  July 1, 2024 September 26 - October 10, 2024 Chat customers on Agent Workspace that have created at least one ticket in the last 30 days

 

This announcement addresses the following questions:

For more information, see Frequently asked questions for Chat to messaging assisted migrations.

What’s happening?

Zendesk will complete assisted messaging upgrades for select Chat customers from August 15 to September 30, 2024. During this time, messaging will be enabled at the account level only for a small subset of Chat accounts, and an in-product experience will be introduced to make it as easy as possible to transition to messaging.

No action is required and there will be no other changes to the experience of these accounts’ admins, agents, or end users until the remaining optional setup steps are completed once messaging is enabled at the account level.

Why is Zendesk making this change? 

Messaging is the future of Zendesk conversational experiences. Since its launch, we have continuously evolved the product and added new features and capabilities. As messaging becomes more powerful, we intend to assist existing Chat customers with the transition to this enhanced conversational experience to make it as simple as possible for them to benefit from the capabilities. Moving to messaging also unlocks all the Zendesk Advanced AI capabilities for the messaging channel.

Am I impacted?

This only applies to a small subset of existing Chat customers. You’ll receive an email with more details if your account is included in the upgrade.

What do I need to do? 

Zendesk will complete the initial step required to begin using messaging by turning it on at the account level on customers’ behalf. Admins will be encouraged to complete a series of tasks to finalize the move from Chat to messaging and make it available to end users and agents.

Preparing for activation

Customers actively using Chat or the Web Widget (Classic) and customers who aren’t actively using Chat or the Web Widget (Classic) will be notified via email and in-product banner in advance of their account-level activation date.  

There are no required pre-activation tasks, but customers will be encouraged to familiarize themselves and their agents with the differences between Chat and messaging, review the limitations in messaging functionality, and try messaging in advance of the change.

Messaging Activation Banner on Admin Center

 

 

 

Messaging Activation Banner on Agent Workspace

 

During activation

There will be no downtime or disruptions when messaging is turned on at the account level, which will involve Zendesk selecting the Turn on messaging for your account checkbox in customer accounts.

Active Chat/Web Widget (Classic) accounts won’t see any other changes until an admin takes action to finalize the move to messaging.

Inactive Chat/Web Widget (Classic) accounts will see an active/ready-to-use (messaging) Web Widget created on their behalf. Admins can customize the Web Widget and install it in their help center or an active web page to begin using messaging. The messaging Web Widget will replace the Web Widget (Classic) on any web pages (aside from a Guide help center) where it’s embedded and not actively being used.

After activation

Account admins will receive an in-product confirmation once messaging is turned on at the account level. At that point, they will be encouraged to finalize the move by completing optional configuration steps to make messaging live for individual brands. 

When active Chat/Web Widget (Classic) accounts convert to messaging, live chats will end, and any in-progress tickets will remain pending. These customers will be advised to complete this step during an off-peak period, close out any active live chats, and take agents offline. Once completed for a given brand, the Web Widget will change from Classic to messaging, and the end user, agent, and admin experiences will change to messaging for that brand.

 

For active chat customers, the following chat settings will also be migrated to messaging

Chat triggers to messaging triggers

  • Due to the lack of feature parity between chat and messaging triggers, only chat triggers with conditions and actions supported by messaging triggers will be migrated
  • For all applicable triggers, the chat triggers' names will be retained with an additional "Chat" affix

Operating hours to business hours

  • Migration will be performed on the following operating hours schedules
    • Schedule is enabled, does not have all days disabled, and if it is a department schedule, it has at least one department set to it
  • Migration will happen if all of the following criteria are met
    • Customer is on Enterprise Support plan
    • At least 1 applicable operating hours schedule (as defined above) can be found on the account
    • At least 1 business hours schedule can be found on the account
  • Operating hours to business hours migration details
    • For all applicable schedules, the operating hour schedules' names will be retained with an additional "Chat" affix
    • If multiple applicable operating hours can be found for any specific department on the account, the applicable schedules will be merged into one business hours schedule for that department with the department's name and an additional "Chat" affix

 

Inactive Chat/Web Widget (Classic) accounts can customize the Web Widget and embed it in their help center or website to start using messaging. As noted above, the Web Widget (Classic) will automatically be updated to the (messaging) Web Widget on any web pages where it’s not actively being used.

All customers will continue to have the option to turn messaging off and revert to Chat/Web Widget (Classic) at any point after activation.

Pricing implications

Bot builder will be inactive by default when messaging is turned on. Customers who choose to use a bot/AI agent in messaging will be subject to the new automated resolution pricing noted in About automated resolutions for AI agents.

How can I opt out of the messaging activations?

As mentioned above, this account-level activation is the first step required to move to messaging and will not force customers to make any changes. However, customers who’d like to opt out can request an exemption by completing this form, which will be linked to the in-product experience and email that account admins receive.

What new features are available after upgrading?

Some of the key benefits of messaging are:

  • Zendesk Advanced AI. After moving to messaging, you'll get access to all the Advanced AI capabilities for messaging conversations.
  • Conversational bots. Bots can automate deflection options and triage support issues before (or instead of) handing the conversation over to a live agent.
  • Multiple channel availability. You can initiate and conduct conversations across various channels, such as web, mobile, and social messaging.
  • Persistent conversations. Both agents and customers can have multiple interactions over a period of time in a single conversation, and can refer to earlier interactions for better context.
  • Portable communication. Customers can start a conversation from home in the Web Widget and then continue it on WhatsApp in line at the grocery store, for example.
  • Ticket creation. Agents can follow up on more complex support requests through Zendesk Support tickets.
  • Integration in the Agent Workspace. Messaging conversations are handled alongside traditional channels like email, web form, and API by agents in Agent Workspace for increased productivity.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

Edited Sep 10, 2024 · Arpan Nagdeve

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Arpan Nagdeve created an article,

ArticleAnnouncements
Announced on Rollout starts Rollout ends
June 12, 2024 June 12, 2024 June 19, 2024

Zendesk is pleased to announce the ability to create group-specific unified agent statuses for use with omnichannel routing.

This announcement includes the following topics:

What is changing?

Originally, standard and custom unified agent statuses were designed to be available to all agents on an account. This feature enhancement makes it possible for admins to restrict custom unified agent statuses to specific groups.

With the new experience:

  • Admins can make a custom status available to all groups or select the groups that should have access to it. Group access will be visible on the Agent statuses list in Admin Center.
  • Agents will see only the custom statuses available to all groups and the groups they are members of.

For more information, see Creating custom unified agent statuses.

Why is Zendesk making this change?

We received feedback that admins needed group-level access to get the most out of unified agent statuses. With this release, we're giving admins more granular control and reducing clutter for agents in the Agent Workspace.

What do I need to do?

No immediate action is required. Existing custom unified agent statuses will remain available to all groups until an admin chooses to modify their group accessibility settings. When editing existing agent statuses or creating new statuses, you'll be able to configure group access

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

Edited Jun 17, 2024 · Arpan Nagdeve

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Arpan Nagdeve commented,

Community comment Feedback - Ticketing system (Support)

Hi, 

We are not planning to introduce visitor list on the product, we agree with the view capability and ability to assign the chat conversation without accepting. We are introducing ability to assign the conversation that can help achieve the same use case. 
Workaround details - from support view team leads and admins can open the tickets and look at the incoming query from the end user & in case there is a need to reassign the conversation Admin or Team leads will be reassign the same to them selves or other online agents or group. 
We expect a rollout of the fix before mid June 2024. 

View comment · Posted May 17, 2024 · Arpan Nagdeve

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Arpan Nagdeve commented,

Community comment Feedback - Chat and Messaging (Chat)

Thanks for sharing the feedback, in recent time we have also heard more from customers around the support for wrap-up time mainly from the context of the auto accept capability and something we'll evaluate for our end. Chat wrap up time is something we have kept in our roadmap but not working immediately on the same. In the mean while I can recommend following for chat and messaging channels 
- Messaging Channel - given messaging channel is one continious conversation, recommendation will be to mark the ticket as solved till an agent updates the necessary details. The moment ticket is solved system will detect available capacity and will route the conversation to the agent. 
- Chat channel - on the lines of messaging channel recommnedation will be to not end the conversation till necessary updates are done, do note that as an agent you can request CSAT once agent logically concludes the conversation. 
 

View comment · Posted May 17, 2024 · Arpan Nagdeve

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