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Rajat Garg

Joined Apr 14, 2021

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Last activity Aug 12, 2024

Zendesk Product Manager

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ACTIVITY OVERVIEW

Latest activity by Rajat Garg

Rajat Garg commented,

Community comment Feedback - Chat and Messaging (Chat)

Hey Everyone, thank you for taking the time to provide us with this feedback. I apologize for the delay on our end in providing you with a response to your feature request.

 

I completely understand the feedback on supporting more conditions in Messaging triggers. 

 

Currently, we support proactive messaging that allows you to set proactive triggers based on the page URL. You can find more about the feature here

We also have plans to add more conditions in Messaging triggers this year. We plan to support trigger conditions to manage customer expectations on wait time (e.g. queue position or expected wait time) and manage workflow better (e.g. automated message when customers don't respond for x mins). Per our Community Guidelines we do not provide specific timelines around releases for our product 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 Apr 23, 2024 · Rajat Garg

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Rajat Garg commented,

Community comment Feedback - Chat and Messaging (Chat)

Hey Everyone,

Thanks for your feedback. We really appreciate it. 

I wanted to provide a quick update on this thread since it's been a while since we posted our last update. We completely understand the need for agents to respond quickly and we are constantly looking for ways to make them more productive. We will have more updates on this front in the future however, previewing what the end user is typing is not something we are planning to support in our immediate roadmap.

Thanks,

Rajat

View comment · Posted Nov 03, 2022 · Rajat Garg

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Rajat Garg created an article,

ArticleRelease notes

Guide + Gather

New: 

  • Added accessible tooltips for origin icons on theme thumbnails
  • You are now presented with the theme's release notes before initiating a theme update
  • You can now set a marketplace theme to automatically update whenever there's an update available

Fixed:

  • None

App Marketplace

Zendesk Web Widget

New

Fixed

  • None

Zendesk Chat + Message

New

  • [Zendesk messaging] Launched messaging Beta this week. It is available as an opt-in experience for any customer who has the Suite or Support + Chat with Agent Workspace turned on. More information: Announcement post and documentation 
  • [Chat Dashboard] If Agent Workspace is enabled, Tags will not visible in Chat History. Admins will be redirected to the Agent Workspace to view or edit any tags associated with that chat.

Fixed

  • None

Zendesk Explore

New: 

  • None

Fixed:

  • We have made several small improvements to live dashboards including;
    • Removing case sensitivity when searching for metrics
    • Better timeout error handling when users navigate away from live dashboards
    • Better cloning experience when at or near the Real Time widget limit 
    • Improved the readability of Support based metrics 

Zendesk Sell

New: 

  • [Growth] Allowed for easier creation of custom fields during importing new data to the system

Updates:

  • None

Zendesk Talk, Answer Bot, Admin Center, Sunshine Core, Mobile, Support:

New: 

  • None

Updates:

  • None

Edited Oct 26, 2021 · Rajat Garg

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Rajat Garg created an article,

ArticleRelease notes

Web Widget

Fixed

  • Help Center Search isn't working on Internet Explorer 11/Edge for some customers
  • Back button disappears in non-chat embeds when a proactive chat is received
  • Proactive chat messages can't be seen when Chat product is suppressed within the Web Widget
  • A message should show in the Chat log when an agent is disconnected involuntary

Guide + Gather

New: 

Fixed:

  • Fixed issue where AnswerBot Subscription would appear in Guide Settings even when AnswerBot is not activated
  • Fixed issue where some users were missing in Matching Users of User Segments in the Hand-picked Users in User Segments EAP

App Marketplace

New:

  • Future Tickets (Support) (paid)
    • Future Tickets allows agents to schedule any number of follow-up tickets.  On any ticket, in the apps pane on the right, you can select a date and time that you want your future ticket to be created. You can set a note to tell yourself why you set the ticket to be created. Finally, you can define a ticket template that presets all of the details of the future ticket, including being able to copy all of the information from the original ticket.  Creating a ticket template is as easy as creating a Zendesk ticket. Simply, give it a name and fill out the details of the ticket. The one difference with ticket templates is that you're able to set any field to copy its contents from the original ticket that the future ticket was created from.
  • Recurring Tickets (Support) (paid)
    • Recurring Tickets helps you easily manage an unlimited number of schedules to create tickets automatically.  You just define at what interval you want it created at, then set the details of the ticket.  A few examples where recurring tickets can come in handy are for scheduling regular customer check-ins, contract renewals, security or safety audits, remembering to back up files, resetting passwords, doing the monthly payroll. Practically anything that you or your team need to do on a repeating basis you can set to happen with this app.
  • Flowset (Support) (paid)
    • Flowset is a workflow processes app from the Cloudset family of extension products for Zendesk. Design and embed processes that guide agents through sophisticated workflows using Cloudset's unique Visible Workflow approach.  Revolutionizes the way you configure Zendesk, and agents process tickets because ticketing and business processes are made visible and interactive to agents.  Diagrammatically model your workflow processes and directly configure activity properties and transitions to implement controlled actions. 
  • Troops (Support)
    • Troops is designed with humans in mind. It’s a revenue communications platform that monitors your key systems for changes, notifies associated people when specific conditions occur, and presents a list of immediate actions they can take, all through your messaging platform. Think of Troops as the central nervous system for go-to-market teams that delivers the right information to the right people at the right time. Teams never miss a revenue signal, allowing them to take rapid action, share intelligence, and make better decisions. With Troops, humans become informed, intentional, and efficient.
  • Tars Chatbots (Chat)
    • Tars Chatbots helps you automate up to 70% of customer conversations using automated agents.  Before prospects are connected with one of your agents, a Tars Chatbot figures out what information they are looking for and if the query is simple enough (e.g. pricing, hours of operation, features) provides the information on the spot. In our experience up to 70% of prospects, queries fall into this category of “simple queries.” If the user is satisfied with the answer, the bot can even collect the user’s details and hand it off to your CRM as a lead.  In situations where the user has a complex query, or the user is unsatisfied with the bot’s answer (i.e. the other 30% of queries), the bot can seamlessly hand off the conversation to a human agent for resolution.

Zendesk Talk

New 

  • Improved handling of calls from unknown numbers
    • When a call is received from an unknown number (e.g. a blocked or hidden number), Talk no longer groups these calls together. Instead, it creates a new, unique “Caller Unknown” end-user identity for each call with a corresponding ticket in Support. More info can be found here.

Fixes/Updates

  • Fixed an issue related to the Talk dashboard that caused some metrics to be displayed incorrectly such as Average Wrap Up time.

Zendesk Chat + Message

New

  • [Agent Workspace] Changes to Tag Behaviour for Chat,
    • Tags added through Chat triggers and JS APIs will now be populated at conversation start
    • Ticket Fields (including Tags) will be saved when a chat is transferred to another agent
      Details can be checked here.
  • [Early Access Program] Focus Mode is available as part of Early Access Program. Once enabled, calls and chats will be routed to agents based on their capacity.  If an agent is on a call, they will not be offered chats until the call (and wrap-up) has ended and vice versa. Know More

Fixed

  • None

Admin Center

New

  • Audit log now shows events for when an agent is added to and removed from a group, when an organization is deleted, and when a group is deleted.

Zendesk Explore, Support, Sunshine Core, Answer Bot, Mobile:

New: 

  • None

Updates:

  • None

Edited Oct 21, 2021 · Rajat Garg

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Rajat Garg created an article,

ArticleRelease notes

 

Guide + Gather

New: 

  • Announced that agents now can manage requests via the Customer Portal. See announcement here
  • Started rollout of updated article management experience in Guide. See announcement here
  • Improved the warning messages in Article editor when selecting a placement where one or more levels in the hierarchy is in draft or missing a translation.
  • Introduced a multi-select dropdown in Management Permissions to select User Segments, instead of the old table-row oriented UI.

Fixed:

  • Fixed “Copy article URL” in KC App which stopped working in the Chrome browser.

App Marketplace

New:

    • Auryc Session Replay (Support)
      • Auryc Session Replay is a client-side journey intelligence platform that surfaces real-time insights with powerful visual context across all of your digital ecommerce journeys. Auryc helps enterprises find and resolve the customer journey issues that directly impact conversions and customer satisfaction.  The Auryc App for Zendesk allows you to watch the sessions for the customer who submits a ticket, as long as their email address is sent as an identity or as the email user property to Auryc.

Zendesk Chat + Message

New

  • [Agent Workspace] Tags can now be added through Shortcuts. Details can be checked here.

Fixed

  • [Top Bar App/Chat Dashboard] Improved accessibility text labels for the main chatting screen, to help provide a better experience for agents using screen readers
  • [Agent Workspace]  Improved UI for Authenticated chat users to help provide a better visibility in conversations.

Zendesk Web Widget, Talk, Admin Center, Explore, Sunshine Core, Answer Bot, Mobile, Support:

New: 

  • None

Updates:

  • None

Edited Oct 26, 2021 · Rajat Garg

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Rajat Garg created an article,

ArticleRelease notes

Apps Marketplace

(Support) indicates the app is available for Zendesk Support.
(Chat) indicates the app is available for Zendesk Chat.
(Sell) indicates the app is available for Zendesk Sell
(Theme) indicates the theme is available for Zendesk Guide
(SunCo) indicates a new app is available for Sunshine Conversations
New:
  • Merge Duplicates (Support)
    • Merge Duplicates helps you automatically merge duplicate tickets.  Automatically detect duplicate tickets originated from the same customer, automatically solve or merge the duplicates and notify the customer, or create custom duplicate criteria to match your own setup.  Runs in the background and does all the repetitive heavy lifting on your team's behalf.
  • Act-On (Sell)
    • The Act-On and Zendesk Sell integration combines marketing automation and customer relationship management to enable marketing and sales teams to better understand, engage with, track, and win more business. Deep data exchange allows Zendesk Sell sales teams clear visibility into the buyer’s journey to enable more informed and productive sales engagement.  Capture, score, and drive more qualified leads, automate and optimize personalized engagement to convert more leads into buyers, and prove the ROI of the integrated solution through buyer insights, program reporting, and accelerated sales cycles.
  • Strongpoint for NetSuite (Support)
    • Strongpoint for NetSuite helps customers to push Zendesk tickets into NetSuite as Strongpoint Change Request, enabling easy management of changes, seamless tracking of compliant changes and automate the reconciliation of change logs during audit.
  • CS Diagnostics (Support) (Chat)
    • CS Diagnostics by Zowie is a first-of-its-kind tool that analyzes past help desk data to provide actionable insights into your customer service. Connect easily and run your diagnosis for free.  Learn more about your vital metrics like resolution time, first response time, cost per ticket, and more.  Understand the agent's perspective. Learn about morning ticket backlogs and daily ticket rates.  Reveal your automation potential. Learn which repetitive questions can be deflected tomorrow.  See your predicted growth. Understand the challenges that come with it.

Chat & Messaging

New

  • [Messaging] CSAT Collection is now available for Social Channels. Learn More

Fixed

  • [Agent Workspace] Fixed the issue leading to a second ticket creation in Chat, when an agent sends a message to the visitor after they have left the conversation.

 

Web Widget (Classic & Messaging)

Fixed

  • [Messaging] Fix 'Manage messaging' link from Web Widget (Classic) when messaging is enabled for a brand

Answer Bot

New

  • [Messaging] We have released a new copy and paste feature to Flow Builder, available from the steps Configure panel. This will enable you to copy a step and paste at the end of the flow branch enabling you to duplicate or move the step.

Fixed

  • [Article Recommendation] Fixed an issue around race condition with Tags.

No Updates to:

  • Talk
  • Guide & Gather
  • Mobile
  • Admin Center
  • Support
  • Explore
  • Sell
  • Sunshine Core
  • Zendesk Native SDK (Unity)

Edited Oct 24, 2021 · Rajat Garg

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Rajat Garg created an article,

ArticleRelease notes

Apps Marketplace

(Support) indicates the app is available for Zendesk Support.
(Chat) indicates the app is available for Zendesk Chat.
(Sell) indicates the app is available for Zendesk Sell
(Theme) indicates the theme is available for Zendesk Guide
(SunCo) indicates a new app is available for Sunshine Conversations
New:
  • Myndbend Approval Manager for Sell (Sell)
    • Myndbend Approval Manager for Sell lets you add approvers to you deals.  While closing the deal using Zendesk Sell, a rep might need to request approval from a manager or someone else from the team.  Myndbend Approval Manager for Zendesk Sell makes obtaining the necessary approvals a breeze through a simple interface.  Once approvers are added in, they can approve/deny it directly from the Zendesk Sell UI, but they will also receive an automated approval email (that can be fully customized) informing them about the approval request as well as giving them an option to act directly from within the email.  Myndbend Approval Manager allows you to prevent the deal from moving to the next stage of your pipeline until the approvals have been obtained!
  • SpreadsheetWeb (Sell)
    • SpreadsheetWeb is a no-code platform that helps businesses translate their collective Excel expertise into secure, responsive, and database-driven applications directly from their spreadsheets.  SpreadsheetWeb’s Zendesk integration helps embed and execute complex spreadsheet calculations directly within Zendesk.  Auto-populate fields. Populate spreadsheet calculations automatically with Zendesk data. Similarly, populate Zendesk fields with calculation results from spreadsheets.  Build ROI calculators, rule engines, product configurators and many more in Excel and embed them in Zendesk.
  • Zoom Phone by Faye Digital (Support)
    • Zoom Phone by Faye Digital let's you make, receive and track calls to Zoom Phone all within the Zendesk.  With Zoom Phone by Faye Digital you can see when calls are coming in, call users, and see when and how long calls were. You can see if the call coming in is from a requester or agent within Zendesk at a glance. Either copy and paste or use the dial pad to call your users to help with urgent issues. If the call was recorded you will find a link to the recording within the automatically created ticket for easy reference and tracking.
  • TaskCall (Support)
    • TaskCall is an incident response and management service that helps organizations digitize their operations and reduce downtime costs. Customer support agents can be automatically notified when urgent tickets are raised by customers. Incidents can also be triggered manually on any TaskCall service. The content of the ticket can be converted into incidents that can be used to bring on IT-Ops and Dev-Ops teams into the response process.  Incidents can be acknowledged, resolved and reassigned from within the Zendesk console. Users can also add responders and run response sets to mobilize the response effort, post status updates to keep stakeholders up-to-date with the progress of addressing the raised ticket, and add notes to help the supporting teams get more context of the issue.
  • Vertio (Theme)
    • Vertio is a Multi-Purpose business Zendesk Guide theme with fascinating features and preloaded functionalities.
  • Highland (Theme)
    • Highland is an accessible Zendesk theme that’s easy to brand. It has a lot more built-in settings that help you fully brand your theme without a single line of code.
  • Selway (Theme)
    • Selway is an accessible Zendesk theme that features an FAQ section on the homepage to give quick answers to common questions right at the beginning of the help center experience.
  • Conway (Theme)
    • Conway is an accessible Zendesk theme with a highly customizable page layout. Even if you don’t have much experience in web development, you can easily make changes.
  • Park (Theme)
    • Park is an accessible Zendesk theme that’s easy to brand. It has a lot more built-in settings that help you fully brand your theme without a single line of code.
  • Vonage Contact Center (Support) (Sell)
    • Vonage Contact Center for Support and Sell helps automate as much administration as possible, focussing your salespeople on delivering a personalised, engaging sales pitch and providing agents exactly what they need to be productive.  With Vonage Contact Center for Zendesk, agents keep vital customer data at their fingertips without needing to open another app, personalizing customer experiences and building loyalty.  Single click to dial directly from the Contact/Lead or ticket, with no need for the agent to jump around the screen.  Screen pop customer details based on information found in the IVR, presenting the correct information to the agent at the start of the call.  Automatically create tickets for all calls, allowing the agent to get stuck in with the customer as soon as they are connected.  Quickly create Contacts and Leads in one place, with far fewer clicks for agents and more with this powerful integration.
  • Customer 360 (Sell) (paid)
    • Customer 360 for Sell helps you display customer information from your other tools with no custom integration work required.  Embed (iframe) your Looker dashboards in Zendesk Sell.  Automatically look up customers by email, phone, or custom field.  Place dashboards on Leads, Contacts, or Deals.  Innovate quickly and fine-tune dashboards without IT.

Chat & Messaging

Fixed

  • [Dashboard] Fix time/date translation issue for some accounts where date was incorrectly showing in Mandarin Chinese 
  • [Developer Docs] Updated developer documentation to list the new limit on shortcut numbers (15k)
  • [Ticket Integration] Made the adding of tags from ticket integration to be less destructive when consecutive ticket updates happen in a short period of time, is now additive and avoids the merge conflicts. 

 

Web Widget (Classic & Messaging)

Fixed

  • [Messaging] Fix retry error when start conversation fails
  • [Messaging] Fix console warning when no integrations in existing conversation
  • [Messaging] Fix Web Widget not opening on mobile devices on some web pages

Zndesk Native SDK (Unity)

Fixed

  • Permissions are removed for attachments for the Android platform.
  • Resolved an issue where buttons were not showing up properly in DemoScene.
  • Resolved an issue where the SDK was crashing if the device's time had been set back for more than one hour and a ticket was created before changing the time.

No Updates to:

  • Talk
  • Answer Bot
  • Guide & Gather
  • Admin Center
  • Support
  • Explore
  • Mobile
  • Sell
  • Sunshine Core

Edited Oct 16, 2021 · Rajat Garg

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Rajat Garg created an article,

ArticleRelease notes

Apps Marketplace

(Support) indicates the app is available for Zendesk Support.
(Chat) indicates the app is available for Zendesk Chat.
(Sell) indicates the app is available for Zendesk Sell
(Theme) indicates the theme is available for Zendesk Guide
(SunCo) indicates a new app is available for Sunshine Conversations
New:
  • Reftab (Support)
    • Reftab helps you track assets and inventory by using barcodes and qr-codes to assign items to users.  Asset details display on Zendesk support tickets so you don't have to move between multiple applications to see important information.  For example, when a new employee starts, they are assigned a laptop. This information is recorded easily in Reftab. If the user submits a ticket in Zendesk about the laptop being broken, the details of that laptop are displayed within the Zendesk ticket. This allows support staff to see important details such as warranty information, serial number, images, etc. without having to leave Zendesk.
  • Bavard (Support)
    • Bavard is a no-code platform for easily building sophisticated, AI-based chatbots to power amazing customer experiences. Chatbots are future of support automation and Bavard provides a modern self-service solution to help your customers get answers quickly, 24/7, while also allowing more difficult cases to escalate seemlessly to live human agents.  Bavard chatbots can answer FAQs, perform automated dialogues, follow conversation flows, collect forms data, display images & videos, and connect to other platforms like Shopify, Zendesk, Facebook, and others. Conversations can be intercepted by live human agents at any time via the Bavard message center, and rich analytics helps you identify common customer issues and adapt accordingly. You can also easily add user utterances to the bots training data so it becomes smarter and smarter over time.
  • Shopify by Zenplates (Sell) (paid)
    • Shopify by Zenplates for Sell allows you to view customer and order details, link orders to tickets, capture payments and even reorder, refund or cancel orders from within Zendesk Sell. Stop scrambling to find order details or switch tabs to perform important actions and focus on what’s important.
  • Popdock Connector (Support) (paid)
    • Popdock Connector allows agents working on tickets to collaborate and view any cloud or on-premise data all from within Zendesk. That’s right – Popdock creates a virtual integration to any type of data without moving the data. Popdock can help you easily connect to systems like Salesforce, HubSpot, Pipedrive, Dynamics Business Central, Dynamics GP, Dynamics NAV, Dynamics SL, NetSuite, Quickbooks, Acumatica, Dynamics 365 Customer Engagement, Zoho, SQL Server, MySQL, Xero, Azure Data Lake, Braintree, Stripe, Magento, Shopify or other REST based web services.

 

Zendesk Talk

Fixes/Updates

  • Released a fix for the issue where old recordings were not able to be retrieved for some older tickets. Customers will now be able to open those tickets and play the recording on the ticket again.

No Updates to:

  • Chat and Messaging
  • Web Widget (Classic & Messaging)
  • Answer Bot
  • Guide & Gather
  • Admin Center
  • Support
  • Explore
  • Mobile
  • Sell
  • Sunshine Core

Edited Oct 16, 2021 · Rajat Garg

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Rajat Garg commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi Everyone,

I am from the product team at Zendesk and first of all my sincerest apologies for the slow response on this issue. I wanted to reach out to you all to share how we are thinking about this issue.

As you might have noticed, we released Zendesk messaging recently that is built on the current chat product with enhancements that provide a more persistent messaging experience. In the newly released messaging experience, we make use of the Zendesk Support schedule feature to manage business hours and holidays. This helps bring all the benefits of the Support schedule feature to your messaging experience, including adjustments for daylight savings time.

You can learn more about Zendesk messaging here. Zendesk messaging comes integrated with Flow Builder that helps you create automation that you can customize using a Support schedule. You can learn more about how to use the Support schedule in messaging using Flow Builder here

Thanks,

Rajat

View comment · Posted Sep 24, 2021 · Rajat Garg

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Rajat Garg commented,

Community comment Feedback - Ticketing system (Support)

Hello everyone,

Apologies for the slow response on this thread but I wanted to update everyone on how we are thinking about this issue. 

As you might have noticed, we announced Chat in the Zendesk Agent Workspace a while ago. We are currently investigating how we can make the chat transcript timestamp more consistent when chat is used in the Agent Workspace. We'll get back with more updates when we complete the investigation. 

Thank you for your patience!

-Rajat

View comment · Posted Jul 30, 2021 · Rajat Garg

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