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Brianne Hansen's Avatar

Brianne Hansen

Joined Apr 15, 2021

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Last activity Oct 27, 2021

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ACTIVITY OVERVIEW

Latest activity by Brianne Hansen

Brianne Hansen commented,

Community comment Feedback - Ticketing system (Support)

I would also like to customize the options a user can pick after an article is sent. Right now, they can just start the flow over or try again. I would like the option to transfer to an agent. The option to submit a ticket could also be helpful!

View comment · Posted Oct 04, 2021 · Brianne Hansen

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Brianne Hansen created a post,

Post Feedback - Reporting and analytics (Explore)

Add a Flow Builder Dataset

Feature Request Summary: 

It’s currently not possible to report on Flow Builder actions in Explore. I would like this dataset to be added.

Use Cases: 

Turning on flow builder enables some answerbot features. However, without answerbot itself turned on, there is not a way to analyze the answerbot features in flow builder. It would also be helpful to analyze other aspects of the flow (which selections are chosen, how long users interact with flow builder before being transferred to an agent, etc.)

Business impact of limitation or missing feature:

This data gap has made it very difficult for us to determine how effective our flow is and where there may be problems. 

Posted Oct 04, 2021 · Brianne Hansen

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Brianne Hansen commented,

Community comment Feedback - Ticketing system (Support)

+1
I would also like the ability to customize this text and the options!

View comment · Posted Oct 04, 2021 · Brianne Hansen

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Brianne Hansen created a post,

Post Feedback - Chat and Messaging (Chat)

Before messaging, agents had the ability to request CSAT ratings and it was a more personalized experience. Since we've turned on messaging for out web widget (about 3 weeks), we have seen negative impacts in our numbers. Our overall satisfaction rating has dipped about 2%. We've had about the same number of negative ratings as usual, but we have 80 less positive ratings. I would like the ability for agents to request satisfaction ratings like they could with chat or at least a more personalized/customizable experience so we can get our numbers back up!

Posted Sep 28, 2021 · Brianne Hansen

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Brianne Hansen commented,

Community comment Q&A - AI and automation

Upvote! This ability would help my team a LOT!

View comment · Posted Sep 14, 2021 · Brianne Hansen

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Brianne Hansen created a post,

Post Feedback - Chat and Messaging (Chat)

There needs to be more customization allowed for answerbot. We switched to messaging and created a flow using flow builder, but if users type in a message, thus skipping the flow, they will be stuck in loop with answerbot unable to be directed to an agent. For example, a user sent 9 messages that all got the response "I didn't get that. Try rephrasing your question or start over." before she finally clicked start over and was able to go through the regular flow builder. It's a bad user experience and send users to our agents already feeling frustrated. When I talked to Zendesk support, the agent said that this was expected behavior and he couldn't recommend anything different since we were already following best practices.

It would be great if we could customize what answerbot does when a user types a message and doesn't use flow builder. For example, it could just respond with the second step of the flow. Or it could suggest articles the first time but transfer to the agent the second or third time a question is asked. Or you could edit this message ("I didn't get that. Try rephrasing your question or start over.") to be "I didn't get that. Try rephrasing your question or talk to a human."

Posted Sep 14, 2021 · Brianne Hansen

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Brianne Hansen created a post,

Post Feedback - Chat and Messaging (Chat)

Request Summary:

The classic Web Widget had the ability to offset the position of the widget (see here). I would like to have this ability on the new SDK widget.

Description/Use Cases: 

Some of our customers use our app (technically a progressive-web app), but the new SDK widget blocked part of the bottom menu bar. This means that our customers were unable to go to their cart because the chat widget blocked it. With the classic widget, we were able to offset the position, but we are unable to do so with the new SDK widget. 

Business impact of limitation or missing feature:

Our team really wants to use flow builder and other messaging features that are only available on the new widget, but unfortunately we will not be able to upgrade until this feature is included.

Posted Jul 13, 2021 · Brianne Hansen

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Brianne Hansen created a post,

Post Feedback - Voice (Talk)

We would like the ability to set an agents or a group of agents as the default for incoming calls. (Ex. if the agent is not currently on a call, they will receive any incoming calls first.) We want to leave other agents on call as an overflow group so that we don't miss any. We also want this default group/agent to be flexible. We want the people in the default group to be able to change on a weekly or daily basis-- or according to a set schedule. 

Posted Mar 16, 2021 · Brianne Hansen

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Brianne Hansen created a post,

Post Feedback - Ticketing system (Support)

Admins should have the ability to delete csat scores that are deemed invalid or do not reflect the quality of support provided. For example, our customers will sometimes leave a bad satisfaction score because they are frustrated with a vendor we are partnered with rather than with the agent's support. Even if we delete these tickets, the agent's satisfaction scores are still affected by the rating on the deleted ticket. It would help us a lot if admins could just delete these ratings or if when the tickets were deleted, the ratings were also deleted.

Other Similar Complaints:
https://support.zendesk.com/hc/en-us/community/posts/209930757-Can-you-invalidate-satisfaction-survey-responses-

https://support.zendesk.com/hc/en-us/community/posts/203190353-Removing-Bogus-Customer-Sat-Scores

https://support.zendesk.com/hc/en-us/community/posts/360004381108-Removing-invalid-chat-ratings-from-tickets

https://www.reddit.com/r/Zendesk/comments/emptcc/a_way_to_remove_negative_feedback/

Posted Mar 16, 2021 · Brianne Hansen

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Brianne Hansen commented,

Community comment Feedback - Ticketing system (Support)

+1 Please allow admins the ability to delete ticket satisfaction scores! Or delete the satisfactions scores when tickets are deleted.

View comment · Posted Mar 16, 2021 · Brianne Hansen

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