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Ross Newton

Joined Apr 15, 2021

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Last activity Nov 13, 2024

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ACTIVITY OVERVIEW

Latest activity by Ross Newton

Ross Newton commented,

CommentSMS and Text message help

Another obvious missing feature in the Zendesk platform that requires a third-party paid plugin. 

View comment · Posted Nov 13, 2024 · Ross Newton

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Ross Newton commented,

CommentZendesk messaging

They really need to update this article. Zendesk support came to the rescue in my Reddit post Do the new AI Agents used in Messaging work with Business Hours? Seems they respond much faster there than here, go figure!

You create a schedule like before. But now your Talk to a human answer flow must include the Add Business Hours condition step. This then checks your schedule and can route either to a live human or a “We're closed now, here's a link to our Help Center” type response.

This isn't exactly ideal as it feels wonky for a user to click Talk to a human and then get hit with a “Sorry we're closed” response. The logic should be above the BOT answer (like how before adding an AI Agent bot) and show a Leave a message answer option versus a Talk to a human option. Why even display a Talk to human answer, if they can't actually talk to a human because it's outside of business hours!? This however seems to be how AI Agent Bots in Messaging are designed currently.

So far we found the best setup to be the use of a Schedule for business hours in the Talk to a human answer AND for during business hours, if your agents are all temporarily away, you can also still use Messaging Triggers to respone with a “We'll be right back” (or similar) type message.

For example, you can have a response like “No agents are online, leave a message and we'll respond ASAP” when you create a Messaging Trigger that listens for a new conversation and all agents' status are NOT “Online”. And this trigger only fires once Talk to a human is clicked and then the Transfer step is reached (thus starting a “conversation”). A “conversation” is not a bot conversation. So your Messaging Triggers still apply and can run “above” your various answers' logic. With how wacky Zendesk is with all its layers, we worried that Messaging Triggers wouldn't even work at all when you add an AI Agent Bot. But they do, once a human conversation is started.  Then outside of business hours your Talk to a human answer will route to your “We're closed…" step and never do a Transfer to a human step thus never triggering the above Messaging Trigger as a “conversation” never gets started.

View comment · Edited Nov 07, 2024 · Ross Newton

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Ross Newton commented,

CommentZendesk messaging

Indeed, it seems like enabling an AI Agent Bot in Messaging now makes Business Hours not applicable. I get it, AI Agents can work 24/7 but what about when a customer clicks Talk to human? Those responses still need to respect Business Hours. 

Presently, it just creates a ticket and leaves the customer hanging because no response is sent on account of Business Hours and there's no agent to respond. At the very least the Business Hours should just hide the Talk to human answer option.

This and a lack of any type of built-in notifications on the Agent Workspace for new tickets (that are created by Messaging using AI Agents) has been two big fails for us. 

We were on Classic Web Widget and are now dipping our toes into Zendesk's AI features, wanting to give Zendesk a shot in comparision to other options on the market, and we've been severely disappointed.

View comment · Edited Nov 05, 2024 · Ross Newton

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Ross Newton commented,

CommentGeneral questions and issues about tickets

This is by far the biggest fail I've seen in Zendesk since starting with the app ten years ago. 

We just updated to Messaging from the Classic Web Widget so we could enable AI Agents. Now due to a new “chat” creating a ticket in the Agent Workspace and there being ZERO sound or desktop notification support for new tickets (that's a head scratcher) our support agents are expected to stare at the Agent Workspace all day. Or use a third party app or turn on annoying sound notifications for every email notification that comes in.

The old classic Web Widget Chat MADE A SOUND on new chats! Why would you not add that for Messaging!?

We've been reviewing the AI tools of various CX apps and this just sealed Zendesk's fate for my company. Just another complication from an overly bloated mess of an app.

View comment · Edited Nov 05, 2024 · Ross Newton

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Ross Newton commented,

Community comment Feedback - Ticketing system (Support)

Just the fact that there's no “New Ticket” sound or desktop notification in the Agent Workspace is a total fail.

We just updated to Messaging from Classic Web Widget Chat to use AI Agents and we LOST a simple sound of when a new chat comes in. It's just another complication caused by the bloat that is Zendesk.

So they expect our support agents to be doing nothing else but staring at the Agent Workspace.

View comment · Edited Nov 05, 2024 · Ross Newton

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Ross Newton commented,

Community comment Feedback - Help Center (Guide)

Finally! Content Blocks could work!  So instead of the same article in multiple sections, it's multiple articles with the same content block in each article. Fair enough! Beggars (Zendesk users) can't be choosers!


I've signed up. Happy to hear this is coming. We've only been waiting five years. :/ 

View comment · Posted Jun 16, 2020 · Ross Newton

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Ross Newton commented,

Community comment Feedback - Help Center (Guide)

When I receive "Announcement" emails from Zendesk about link colors and field labels being updated - and we have major critical features needed for KB like this since 2015 - does anyone get the sense that Zendesk's priorities and resources aren't being used appropriately?  It's a joke.  Knowledge Base is sorely lacking in so many places.

I would have switched solutions a long time ago but there's nothing else out there that I know of that's any better. They all suck and lack features.

View comment · Posted Aug 11, 2018 · Ross Newton

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Ross Newton commented,

Community comment Feedback - Help Center (Guide)

Ah yes, another obvious missing feature from Zendesk Guide.  With TWO YEARS of customer comments asking for the feature.  What's the status on this?

Why would you not have such a basic feature!?

I just wrote a 10-article tutorial and I need to duplicate and only change a few keywords in each article.  This is now going to be way more work cutting and pasting.

View comment · Posted Nov 27, 2017 · Ross Newton

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