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Kelly Danner

Joined Oct 16, 2021

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Last activity Feb 18, 2025

Zendesk Customer Care

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ACTIVITY OVERVIEW

Latest activity by Kelly Danner

Kelly Danner commented,

CommentUsing Built by Zendesk apps

Chris H  - yes we're just seeing this No Message Provided error today as well - will follow up, thank you! I'm happy to take some more feedback, I'll reach out to schedule something

View comment · Edited Feb 18, 2025 · Kelly Danner

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Kelly Danner commented,

CommentUsing Built by Zendesk apps

Sheryl Doluna  - Do you agents have access to View the custom objects specified in the article? We can't create the tickets for the agents unless they can view those.

View comment · Posted Feb 18, 2025 · Kelly Danner

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Kelly Danner commented,

CommentUsing Built by Zendesk apps

Tobias Hermanns - Great feedback!

  1. Thank you for pointing this out, good call. Will update the article.
  2. Coming in the next release :)
  3. Agreed! Will prioritize. Would also like to assign to whole groups.
  4. Yes, we'll do some more callouts on making sure that these tickets are caught by your configuration. As everyone uses their own config, this could be challenging. We'll do some thinking about it. I like your idea! Maybe we could add a config option to include a system view. 
     

    Questions:

  5. You'll need QA to look at performance, or another QA tool. Alternatively, you could use Explore. We are likely going to include a dashboard of outstanding assignments, completed assignments, etc in a near future release.
  6. You mean, if an agent tries to solve the ticket without replying at all, how do we catch this? I'd suggest this is something you look at in QA to understanding how they did on their training tickets. Alternatively, you could create an explore report for training tickets set to solved or closed with <1 agent reply.
  7. Thank you for flagging! We just saw today as well and will be looking at it.
     

Love your feedback! If you'd be interested in providing more feedback on the app holistically, please let me know and I'd be happy to set something up.

View comment · Posted Feb 18, 2025 · Kelly Danner

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Kelly Danner commented,

CommentUsing Built by Zendesk apps

Denis Menard  - Thanks for sharing! LMS is a Zendesk Labs project, so we'll incrementally release new features. We're collecting feedback from everyone post launch and will start tackling new features in a few weeks. Stay tuned :)

View comment · Posted Feb 10, 2025 · Kelly Danner

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Kelly Danner commented,

CommentUsing Built by Zendesk apps

Hi Walter & Paula Saboia - QA is not required, but we don't provide another way to score the tickets otherwise. Re: Ticket generation, we're looking into that now, stay tuned :)

View comment · Posted Feb 10, 2025 · Kelly Danner

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Kelly Danner created an article,

ArticleAnnouncements
Announced on Rollout on
February 6, 2025 February 6, 2025

We're excited to announce the launch of the LMS Conversation Simulator, an app built by Zendesk now available on the Zendesk Marketplace. This innovative tool empowers you to create realistic training tickets that agents can complete directly within Zendesk Support.

This announcement answers the following questions:

What’s changing?

Many Zendesk customers who want to train their agents on customer interactions rely on outdated Learning Management Systems with limited integration to Zendesk. These Learning Management Systems (LMS) often:

  • Focus solely on reading materials or videos, neglecting the adult learning principle of "learning by doing."
  • Use unrealistic or out-of-context training examples that fail to reflect genuine customer interactions.
  • Ignore the valuable institutional knowledge embedded in real-life tickets handled by experienced agents.

To address these challenges, we've introduced the LMS Conversation Simulator. Admins can use this app to create training templates and assign training tickets to agents. Key features include:

  • AI-driven test tickets: Generate realistic tickets that simulate actual end-user interactions.
  • Customizable training templates: Design reusable templates tailored to your training needs.
  • Agent assignment: Assign training tickets to individual agents, including the ability to set the number of test tickets.
  • Performance tracking: Monitor agent performance during training sessions using Support (required) and optional QA features.
  • Training schedule formalization: Integrate with Workforce Management (optional) to organize your training schedule.

Why is Zendesk making this change?

We hear you! Every organization using Zendesk to support customers - be they consumers, businesses, or employees - requires effective training for their agents. We have listened to your requests for Learning Management System capabilities within the Zendesk ecosystem and are thrilled to deliver this initial feature for your exploration.

Zendesk Labs is committed to innovation and exploring new product areas and technologies. We value your feedback on which LMS features you would like to see prioritized. Share your thoughts in our Community or through the link in the app banner.

What do I need to do?

To install LMS Conversation Simulator in your environment, head to the Marketplace to install directly into your instance.

For more information, see Installing and using the LMS Conversation Simulator app.

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 Feb 06, 2025 · Kelly Danner

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Kelly Danner commented,

CommentThird party and social messaging channels

Hi Sagi Welzman  and Jake M  - this has been updated by apple, you should be all good!

 

Lauren Benkov  - nope, you're good to go :) You should see apple in your channel list in the admin center now. You also do have access to that App mentioned above which can help build a library of rich templates to use to further expand your customer experiences.

View comment · Posted Jan 29, 2025 · Kelly Danner

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Kelly Danner commented,

CommentThird party and social messaging channels

Hi both - this will be updated on the Apple platform shortly, hopefully within a week.  In the meantime, I'd recommend getting started on documenting your use cases and channel strategy, and familiarizing yourself with Apple's capabilities, as Apple's requirements to be approved as a brand are quite extensive - https://register.apple.com/resources/messages/messaging-documentation/end-to-end. 

I'll post a public announcement once they've updated their MSP list. Thanks for your patience!

View comment · Posted Jan 14, 2025 · Kelly Danner

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Kelly Danner created an article,

ArticleAnnouncements
Announced on Rollout on
January 23, 2025 January 7, 2025

Zendesk is pleased to announce the ability to integrate Apple Messages for Business to your Zendesk account.
This announcement answers the following questions:

What does this mean?

Zendesk supports many great social messaging channels, and we’re very pleased to add one more. As of today, Zendesk customers can implement Apple Business Messaging through Zendesk, allowing end users to contact you on a popular, persistent, and rich channel. This makes messaging your business as easy and enjoyable as messaging a friend. Apple Messages for Business is designed to allow businesses to provide rich, engaging experiences in messaging to their customers on Apple devices, while protecting user privacy and security

Additionally, we worked closely with our partner, Zenplates, to create a beautifully simple new app where you can design rich messages for Apple, or any other channel. Interactive Messaging Templates is available on the Marketplace today.

Why is Zendesk making this change?

We’re always seeking to bring you and your end users closer together. Now with Apple Messages for Business, you can meet your end users where they are, right on their Apple devices.

What do I need to do?

Apple Messages for Business is available now to all customers on any Suite plan or on Support + Chat with the Social Messaging Add-on.

If you’d like to use Interactive Messaging Templates to create a library of rich messages in an easy-to-use interface, you’ll need to be on Suite Pro+. You can learn how to use the Interactive Messaging Templates app here.

Setting up Apple Messages for Business in Zendesk is easy using the comprehensive setup guide

Prior to going live with your new channel, Apple does require a complete experience review. You can prepare to pass the experience review by going over the requirements, including registering your account, designing your experience, and preparing your operations. If you’d like support from Zendesk on your experience design and review, you can work with Professional Services to be guided through the process. Contact your account manager to begin this process.

Apple Messages for Business performs in the Agent Workspace like any other channel, with a few additional features. Agents can learn about these features in the channel's agent guide.

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 Jan 29, 2025 · Kelly Danner

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Kelly Danner created an article,

ArticleUsing apps and integrations

This article includes instructions on setting up and using the Relay messaging app.

Important: You are responsible for using the WhatsApp and text features in Relay in compliance with all applicable laws. Certain jurisdictions may require end-user consent prior to initiating telephonic outreach. Meta requires end user opt-in prior to sending proactive messages. By using these features, you agree that you have received the required consent.

The Relay bulk messaging app by Zendesk Labs enables businesses to proactively reach out to their end users on either WhatsApp or SMS. This functionality up levels your customer support to create a proactive, engaging customer experience. 

This article contains the following topics:

Before you begin

Relay helps brands bring better support experiences to their consumers through proactive messaging for support use cases. 

Things to consider:

Installation and setup

Activate Sunshine Conversations API and create an Authorization Token

  1. Create your API Key
    1. Admin Center → Apps and integrations → Conversations API
    2. Select Create API.
    3. Write a name for the key, ie. Key for Relay
    4. Select Next.
    5. Save the App ID, Key ID, and Secret key to a notepad.
  2. Build a secure Authorization Token
    1. Go to this Sunco token generator
    2. Input your saved key ID and Secret Key
    3. Select Generate Token
    4. Save the provided token

[Optional] Get your WhatsApp Namespace

  1. To find your WhatsApp Namespace, go to your Facebook Business Messenger
    1. Open Accounts, then WhatsApp accounts, and locate your Business Account
    2. Open Settings, then WhatsApp Manager
    3. Select Message Templates under Account Tools
    4. Click on the Namespace button on the toolbar to retrieve your Namespace info

Install the app

  1. Go to the Relay app listing.
  2. Click Install in the upper-right of the page.
  3. Select your account and click Install.

Configure the app

  1. Fill out the App ID and Authorization Token, which you saved in steps 1.5 and 2.3.
  2. Fill out your WhatsApp namespace, as needed.
  3. Fill out your Zendesk subdomain under the subdomain settings. The subdomain is a unique identifier of your Zendesk account, which appears before .zendesk.com in your account URL.
  4. Optional:
    1. You can change the number of “Blackout” days - this setting prevents you from sending a duplicate template to someone within the number of days referenced.
    2. You can restrict this app to certain staff by Role or by Group.
      1. All users of Relay must have permissions to VIEW Custom Objects
  5. Click Install - you’re all set!

Using the App

Overview of your existing messaging templates:

screenshot-1.png

To view all of the templates you created, click on the app icon on the left navigation bar. 

You can click through each template, toggle between the SMS and WhatsApp previews, and view the status of the template for each integration.

  • Things to know:
    • All SMS templates will be “Ready” at all times, as there is no overseeing body approving or rejecting templates.
    • You will see all WhatsApp templates across all of the WhatsApp phone numbers you have under a single Namespace.

Create a new message template:

screenshot-2.png

 

To begin creating a new template, from the Relay Notifications screen, select Create. 

Setup Step

  1. Name your template - make it descriptive and unique. 
    • There are certain characters, caps, etc that are not permitted by Meta - these will be automatically deleted or adjusted.
  2. Select which integrations you want this template available on.

Message Step

  1. WhatsApp requires several additional pieces of information prior to approving a template for sending.
    • Select the Category for this message template. Relay does not support the Authentication message category. For more information about the Message category, see here.
    • Select the language for this message template.
  2. [Optional] Enter a Header. For images, documents, or videos, you need to provide a URL for where the attachment is hosted. You can use the Zendesk Help Center Article Attachments for this purpose.
  3. Enter the Body of your message. Some elements of rich text won’t be supported on different channels, but you can see the outcome in the Preview.
  4. [Optional] Enter Buttons to drive action from your recipient
    • Calls to Action can be Links or Buttons to place a call
    • Quick Replies are responses the recipient will send back to you
    • Calls to Action and Quick Replies cannot be combined in a single message
  5. Dynamic Values
    • You can use Dynamic Values in the Header, Body, and/or the Buttons. Start a Dynamic Value with a double bracket {{ then enter an example of what the value will look like, then close the double bracket. Example: Hello, {{Clarice}}
    • Dynamic Values will then be populated in the Send step with either static values (ie. Happy {{Monday}} ) or dynamic values populated from User data points.

Submit template

  1. Things to know:
    • If this template is on a WhatsApp channel, the template will be submitted to Meta, and returned within 24 hours with Approval or Rejection. Often this takes just minutes.
    • Your SMS templates will be ready immediately for sending.

 

Set up your audience and send your message:

screenshot-3.png

To send your template, select Send in the top right corner of the Overview page, or select Send from the three dots on the individual template line.

  • Select the integration you’ll send this template on. You can only send to one integration at a time.

Audience - Write your query to build your audience using Zendesk Advanced Search syntax. Common data points used in this audience creation include User Tags, custom user fields, created dates, and system user fields.

  • This step is critical to targeting your audience correctly and not spamming your customers or employees. Study the linked article to confirm the appropriate search operators, etc. 
  • Recommendation: Spot check users that are returned in the search to confirm the meet the audience criteria you intended.
  • You can add contacts from the excluded list to the included list from the Manage Audience modal. Contacts that match your search criteria are excluded only if you have sent that exact template to that user previously, in the time frame specified in your App Configuration.
  • You can remove contacts from the included list from the Manage Audience modal. You might do this if you have extenuating circumstances that make you want to remove someone, despite their match to the search criteria.

Field Mapping - Relay will present each dynamic value that was identified when the template was created.

  • Static types should be used if, for example, you’re going to send the same template each week, and want to change the day of the week each time. Every user receiving this template will receive the same value in a single send, but you can change that value the next time you send it.
  • Dynamic values will pull in relevant System User Fields and all Custom User Fields.

Send

  • You can now see a summary of the channel you will send on, and the total audience. Hit Send!
  • Do not navigate to a different page in Relay until sending is complete. You can navigate around Support to other pages on other tabs.
  • Things to know:
    • Your audience needs to stay below 300,000 users. If your audience peaks above this, then you will miss users in your search results.
    • Relay will send about 8 messages per second, which is about 28k messages per hour. 

Best Practices

  • Always send a test message to yourself to ensure your links are working correctly, etc.
  • Store end-user opt-in status somewhere on their user record, and include this as a filter on your search query when you're sending your campaign. This could be a user tag, a check box, etc.
  • Include a call-to-action on every message to drive end-user engagement.
  • It's possible your end-users won't know that they can respond to your messages. You may want to include an invitation to ask questions in your templates (ex. Let me know if you have any questions).
  • Remember that WhatsApp and SMS are different from an email channel - your messages should be short and sweet, with an optional call-to-action for more information. No one wants to receive a paragraph via text.

Edited Sep 03, 2024 · Kelly Danner

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