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Will Poon

Joined Apr 14, 2021

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Last activity Feb 12, 2025

Zendesk Product Manager

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ACTIVITY OVERVIEW

Latest activity by Will Poon

Will Poon commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi folks, 

 

Thanks for your continued feedback on this topic, if you're interested in this feature, please continue to give a thumbs up to the main post. 

 

As for now, one feature that may help you with address this would be multi conversations which we launched last year. More details here

 

While this won't hide the previous conversation history, it would allow you to configure and enable your customers to spin up new conversations and separate tickets for each query. 

 

We'll continue to monitor this thread for feedback and I'll raise this further with our team.

 

Thanks, 

 

Will

 

View comment · Posted Feb 12, 2025 · Will Poon

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Will Poon commented,

Community comment Feedback - Chat and Messaging (Chat)

Thank you for your feedback Bobby! 

 

I'll raise this with our internal teams and also make a log of it in our internal trackers. 

 

For anyone else that would be interested in this feature, please upvote the original message as this will help with our priority.

 

Thanks,

 

Will

View comment · Posted Jan 31, 2025 · Will Poon

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Will Poon commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi Raymond, 

 

Thanks for your feedback, I'm happy to inform you that this is on our roadmap for this year and we'll be announcing an EAP for it in upcoming months so keep an eye inside the Zendesk Community.

 

Thanks,

 

Will 

 

 

 

View comment · Posted Jan 31, 2025 · Will Poon

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Will Poon commented,

Community comment Feedback - Chat and Messaging (Chat)

Thanks for your feedback Shubhavi, 

 

We are looking at implementing more rich text features in messaging in 2025. 

 

I'll update this thread when we have more details.

 

Thanks,

 

Will

View comment · Posted Oct 04, 2024 · Will Poon

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Will Poon commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi Aaran, 

 

Thanks for your feedback, this is a feature we are actively looking to add into messaging in 2025. 

 

I'll update this thread when we have more information and timings.

 

Thanks,

 

Will

View comment · Posted Oct 04, 2024 · Will Poon

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Will Poon commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi Atanas, 

 

Thanks for your feedback, this is a feature we are actively looking to add into messaging in 2025. 

 

I'll update this thread when we have more information and timings.

 

Thanks,

 

Will

View comment · Posted Oct 04, 2024 · Will Poon

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Will Poon commented,

Community comment Feedback - Ticketing system (Support)

Hi Cynthia, 

 

Thanks for reaching out, this is currently in development for both iOS and Android. 

 

For Android, a read only version of side conversations is available in the new agent experience which can be turned on in settings. 

 

To view side conversations, you can open a ticket and if side conversations are enabled on your subdomain, at the top bar, you will see a button to access these. 

 

We'll be working over the coming months to GA this capability on both mobile apps which will also include the possibility to create and respond to side conversations inside a ticket.

 

Thanks,

 

Will

View comment · Posted Sep 30, 2024 · Will Poon

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Will Poon commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi Kulin, 

 

Thank you for raising this, we have this on our roadmap for 2025 and will be working on delivering it in due course. We'll update here once we have an update. 

 

Thanks,

 

Will

View comment · Posted Sep 18, 2024 · Will Poon

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Will Poon commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi Heather, 

 

Thanks for reaching out, you can configure the icon inside admin centre or if these configurations don't meet your requirements, you can create a custom launcher icon for messaging. Please see this article for more details.

 

Thanks,

 

Will 

View comment · Posted Aug 29, 2024 · Will Poon

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Will Poon commented,

Community comment Feedback - Ticketing system (Support)

Hi Andres,

 

Unfortunately I've no updates at present. If you are using Android, you can go into the App Settings on the device and change the notification sound there. We are still tracking this capability on our backlog.

 

Thanks,

 

Will

View comment · Posted Aug 15, 2024 · Will Poon

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