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Pablo Kenney
Joined May 13, 2021
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Last activity Dec 18, 2024
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Latest activity by Pablo Kenney
Pablo Kenney commented,
Hi Damir Lukic,
Appreciate your ideas for gathering feedback. At this point, this thread is moving off topic, and I'd appreciate any additional follow up either going directly to me, or even better going into our community threads to provide feedback in the relevant area (which I know you already do/have done - thank you). I do not have additional information to add on comment boxes or auto-refresh that isn't already in the community posts.
View comment · Posted Dec 08, 2023 · Pablo Kenney
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Pablo Kenney commented,
Hi Folks,
I was able to check with the team today, and they are planning on releasing capabilities such as reversing the order of the comments and other conversation configuration settings to the Professional plan and not just the Enterprise plan.
This article hasn't been updated yet because the team is determining resourcing and timelines for delivery, but I can confirm that we are planning to deliver the capabilities mentioned above to the Professional plan.
Again, thank you for your feedback.
View comment · Edited Dec 08, 2023 · Pablo Kenney
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Pablo Kenney commented,
Hi Jonas Libbrecht:
Thanks for your feedback. I'm a VP here at Zendesk, stubborn at times for sure, but also focused on listening to you and our customers. You've taken the time to lay out why you view this as a bad change, and I and many other people at Zendesk are using that weigh our options with this feature and other features that we're delivering in 2024. Feel free to reach out directly if you'd like to share more pkenney @ zendesk . com
Hi Richard Frey:
I hear the concern, and appreciate you providing the feedback. If you'd like to discuss more please feel free to reach out directly at the email above. I cannot promise that we're going to change course, but based on this feedback we are reconsidering plans and weighing our options.
Hi Leandro Gomes ,
A customer since 2010! Thank you so much. We sincerely appreciate your business, and take your feedback very seriously. As I mentioned above, we're reviewing our options based in part on the feedback, and I extend the option to discuss directly if that would be helpful. We have many features that improve agent agility in the professional plan, but I understand your frustration that this is not one of them. Again, thank you so much for being with us for such a long part of our journey.
View comment · Posted Dec 07, 2023 · Pablo Kenney
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Pablo Kenney commented,
Hi Maheen, I'll send you an email.
View comment · Posted Mar 23, 2023 · Pablo Kenney
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Pablo Kenney commented,
Hi Olli,
The pod number is still available at /agent/admin/overview. Here's what it looks like in my account.
View comment · Posted Oct 13, 2022 · Pablo Kenney
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Pablo Kenney commented,
Hi Jimmy Rufo, that's fair ask. We should be more proactive guiding people on active threads like this one into the appropriate support topics and threads. Thank you.
View comment · Posted Apr 20, 2022 · Pablo Kenney
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Pablo Kenney commented,
Hi folks,
My name is Pablo Kenney, and I'm a vice president of product here at Zendesk. I wanted to take a moment to jump into this thread and lay out a few responses on this issue.
First, the relative lack of response on this thread is not an indication of our lack of interest in the issue. We are aware of this issue, and appreciate the difficulty of the situation for those experiencing this problem. If you hop over to the Support Topic, you'll see that we have been engaging on this topic over there.
Here's what I can tell you:
1) We have not changed how CSAT operates in any way that would lead to the issues mentioned in this thread. Instead, as mentioned above, what is likely happening in these instances is the end-user has a link expander, like an anti-virus checker, installed on their machine or running on their mail server.
2) We have seen that a set of customers have received false CSAT scores over time, increasing in the October-December 2021 period. This is likely tied to a change in link-expansion behavior, but we have not tied it to a specific service or set of services. Obviously, the impact is significant for those who are experiencing the issue, but it is not widespread and does not seem related to how the Zendesk product behaves.
3) We’ve thoroughly investigated this issue, and we continue to recommend the suggestions in the article listed above. The suggestions in that article will resolve this for anyone experiencing the issue.
4) We have been thinking about how to improve CSAT functionality (including avoiding issues like this one) and look forward to delivering those improvements in the future. Those investments remain in the planning stage.
Note: In the interest of keeping related conversations in the same space, product managers primarily respond to product feedback in the feedback topic threads, so while we will continue to allow comments on this article for questions, if you wish to provide feedback on this issue, please do so in the Support Feedback Topic.
A special thanks to those who have provided their knowhow to help others implement the workarounds from the article.
View comment · Posted Apr 19, 2022 · Pablo Kenney
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Pablo Kenney commented,
Hi Tino R. you should hear back from the product team soon - I moved this from the original topic to the Guide/Help Center topic to ensure that the right product leaders see this and can respond.
View comment · Posted Feb 15, 2022 · Pablo Kenney
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