Prakruti Hindia
-
Total activity181
-
Last activity
-
Member since
-
Following0 users
-
Followed by7 users
-
Votes1
-
Subscriptions86
Activity overview
Latest activity by Prakruti Hindia-
Prakruti Hindia commented,
Thanks for the clarification. I was thinking about the 'end user is waiting on agent to reply' scenario. We will continue to improve workflow management for messaging. We are considering follow up...
-
Prakruti Hindia commented,
Live data reporting for web/mobile messaging is available in Explore. You may need to create a new dashboard and include messaging metrics for monitoring. - Prakruti
-
Prakruti Hindia commented,
Hi Luke, Fair feedback. We will consider it when we plan improvements to Instagram DM experience. - Prakruti
-
Prakruti Hindia commented,
Hi folks, I have dropped an update here - https://support.zendesk.com/hc/en-us/articles/4411666638746/comments/4684780332570. Christopher, I recommend creating a ticket with us. Email capture shou...
-
Prakruti Hindia commented,
Hi folks, Wanted to drop a general update for associating external id with user profile and connecting messaging conversations to users based on it. This is our top priority and we are working on ...
-
Prakruti Hindia commented,
Average Reply Time i.e. average time between end-user's message and agent's response is not supported for messaging , at present. However, it is on our Q3 roadmap. We will drop an update once it is...
-
Prakruti Hindia commented,
Hi everyone, First Reply Time for messaging channels is now available in Ticket dataset and Support dashboard in Explore. It was rolled out on April 11. Having said that, SLAs for messaging chann...
-
Prakruti Hindia commented,
Hi Slava, First Assignment to First Reply Time can be computed in the Ticket dataset by creating a custom query with the formula First Reply Time - First Assignment Time. Having said that, we wil...
-
Prakruti Hindia commented,
Hi Shayan, We decided to prioritise the most popular messaging channels. (Having said that, WeChat is popular in certain parts of the world). We do not plan to add support for WeChat linking from W...
-
Prakruti Hindia commented,
Hi Shayan, The external_id will need to be encrypted using the shared secret. Assumption is that the end-user has been authenticated by your product / business using SSO or login. We will be consi...