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Prakruti Hindia

Joined Apr 14, 2021

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Last activity Jan 17, 2025

Zendesk Product Manager

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ACTIVITY OVERVIEW

Latest activity by Prakruti Hindia

Prakruti Hindia created an article,

ArticleAnnouncements
Announced on Rollout starts Rollout ends
December 16, 2024 December 10, 2024 December 12, 2024

Zendesk is happy to announce the release of a new trigger condition to help you manage your active, inactive, and ended tickets more efficiently.

This announcement includes the following sections:

What is changing?

The new ticket trigger condition captures the transition of a messaging ticket’s session state from active to inactive, active to ended, or inactive to active.

The Messaging session state condition is also supported in Queues to create separate queues for active and inactive messaging tickets.

This condition is only available on accounts using Zendesk's messaging capability. It is available in Queues on accounts with Omnichannel Routing turned on.

Why is Zendesk making this change?

The Messaging session state condition can be used to create workflows such as: 

  • Route inactive conversations in the queue to a different group of agents or queues. This can be particularly useful when you are seeing a surge in traffic.
  • Prioritize active conversations over inactive conversations if all conversations are in the queue when Messaging Activity Routing is turned on. This will allow faster responses to the end users while enabling agents to pick work via the Accept button.
  • Report on conversations that have turned inactive in the queue. You can use this to identify the First Reply Time and other metrics for active conversations picked from the queue and inactive conversations.

What do I need to do?

You can find out more about the new condition in ticket triggers.

If you have feedback or questions about 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 Dec 18, 2024 · Prakruti Hindia

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Prakruti Hindia commented,

Community comment Feedback - Chat and Messaging (Chat)

Hello,

 

Thank you for writing in. Looks like your customers/users reach out to your team using live chat and social messaging channels. 

  • You can route social messaging tickets to a different group of agents using this recipe in Support Triggers. This will work with your current setup. I understand your feedback about using capacity for live chat and social messaging channels. 
  • With Omnichannel routing, you will have the flexibility to assign lower priority to tickets from social messaging channels. It does require enabling messaging
  • In terms of monitoring, it is unexpected to see the social messaging tickets in the visitor list. We will look into it. For now, alternatives are Monitor in Chat and Live data dashboards in Explore. The live data dashboards in Explore can provide real-time metrics for both live chat and social messaging channels in a single place. 

 

View comment · Posted Nov 28, 2024 · Prakruti Hindia

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Prakruti Hindia commented,

CommentZendesk messaging

Zach - I assume you are testing on sandbox or for a group which does not receive much traffic at all. 

 

Quick tip - You can test on actual traffic by using the recipe and adding another condition Customer Name is . This will ensure the wait time is visible only to you or your team testing out the feature.

 

if it exceeds 60 mins… for it to them display in hours eg. instead of displaying “90mins wait time", it would look better rendered as “1.5hrs wait time”. End-users computer this better then trying to convert 107mins to an hourly time frame so they know how long they are waiting etc

Fair feedback. We will consider it as we iterate on this capability. 

 

should this work on social messaging, such as whats app? or only on web widget? 

Messaging Triggers are only supported for web/mobile messaging, not for social messaging channels. We are planning to extend the same functionality to social messaging channels in the future. 

 

 

View comment · Posted Oct 14, 2024 · Prakruti Hindia

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Prakruti Hindia commented,

CommentZendesk messaging

As Amie rightly pointed out - the trigger to set expectations on wait time needs to have two conditions - 

  • Group | is |
  • Group status | | Online

Since the group is online, the trigger fires once for every group configured. Once your trigger is updated to include Group condition,  you will receive just 1 message.

 

 

View comment · Posted Oct 14, 2024 · Prakruti Hindia

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Prakruti Hindia commented,

CommentZendesk messaging

Hi Zach,

 

The trigger should not fire if there is no estimated wait time data. Can you please check if the placeholders are used along with this event Run Trigger - When a conversation is added to the queue?

View comment · Posted Sep 18, 2024 · Prakruti Hindia

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Prakruti Hindia created an article,

ArticleAnnouncements
Announced on Rolled out on
September 16, 2024 September 16, 2024

Zendesk is pleased to announce a new option for estimating a customer's wait time in messaging conversations.

This announcement includes the following topics:

What is changing?

With this change, businesses can now set expectations on wait time with their customers. An admin can set up messaging triggers to share estimated wait times with customers after the messaging ticket is added to the queue. Wait time is estimated based on the ticket's position in the queue. They can also set up triggers to send a message once the messaging ticket is assigned to an agent.

Why is Zendesk making this change?

Currently, the customers are unaware of the amount of time it will take for them to connect with the agents, resulting in frustration and abandonment of conversations. Managing expectations on wait time (the amount of time it will take to connect customers to the agent) is critical for a good customer experience.

What do I need to do?

This capability is only available on accounts with messaging enabled and using the improved messaging backend. More information on the setup can be found hereChannels supported are web and mobile messaging. We are in the process of making the improved messaging backend available to more accounts so if your account hasn't been migrated yet, it will be in the coming weeks.

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 16, 2024 · Prakruti Hindia

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Prakruti Hindia commented,

Community commentZendesk Support EAP - Suggested Replies

Thank you for writing in. Fair feedback. We are soon planning to roll out granular controls - by the group , for activating suggested replies. 

View comment · Posted Sep 04, 2024 · Prakruti Hindia

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Prakruti Hindia commented,

Community commentZendesk Support EAP - Suggested Replies

I would also love to hear about insights you are gaining after manually adding tags. I understand it is dependent on agents. 

View comment · Posted Sep 04, 2024 · Prakruti Hindia

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Prakruti Hindia commented,

Community commentZendesk Support EAP - Suggested Replies

Hi Michael, 

 

Apologies for the late response. In terms of roadmap - we do prioritise looking for responses in macros before querying your KB. It is dependent on coverage of macros and Knowledge base for the topics. Cases where there is no suggestion is due to that.  I would love to hear your thoughts - 

  • quality of suggestions - What does your typical first reply look like ? 
  • setup - Should we be looking at something other than macros and KB? 

We are planning to introduce tags , similar to what you have, for accepted suggestions. This will enable you to understand the volume of tickets where suggestions were accepted, topics where the acceptance rate of suggestions is high and its impact on your First Reply Time / Assignment to First Reply Time. 

 

Thanks again for writing in. 

View comment · Posted Sep 04, 2024 · Prakruti Hindia

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Prakruti Hindia commented,

Community commentZendesk Support EAP - Suggested Replies

Hi Zach, we have addressed this problem of empty placeholders in macros. Feel free to use this thread if your team is still encountering this issue.

View comment · Posted Sep 04, 2024 · Prakruti Hindia

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