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DS RF

Joined Apr 15, 2021

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Last activity Feb 10, 2025

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ACTIVITY OVERVIEW

Latest activity by DS RF

DS RF commented,

Community commentZendesk Support Beta - Modernized Conversational Experience

2.  Ahh, yup, wasn't aware I previously had “draft mode” on, but that was it.  Thanks!

 

5.  We use pixel tracking in other applications, and have found it to be 95% reliable.  Like you said, some people have images blocked by default in emails, but it's better than nothing.  And, yes, if users check their ticket activity by logging into our website, then they can't block that confirmation, so it should be easy to register.

View comment · Posted May 21, 2024 · DS RF

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DS RF created a post,

PostZendesk Support Beta - Modernized Conversational Experience
  1. From what I remember, the non-MCE version had a notification confirming that my in-progress messages were being saved as drafts, which is really helpful and necessary.  Please bring this back.
     
  2. Additionally, there was a confirmation prior to submitting a public reply.  I can see how some people might find that annoying, so maybe it should be a preference, but it was helpful having that final check to confirm that a public response was about to go out.  Please add this back in some way.
     
  3. Another related idea is the ability to UNDO a reply, which is a standard action in Gmail and all email applications now.  This is a setting with options such as 5, 10, 20, or 30 second delays in the actual sending of all messages so that you can retract it if you accidentally pushed the send button or realize something shortly after hitting it.
     
  4. Our customer requests are 100% via the Zendesk webform and email.  We need all of the IP address info in the Context Panel that Chat/Message channels provide.
     
  5. Additionally, we need read receipts for when a user either reads our email or views our reply on our website.  This should not just be available for non-email channels.

Thank you!

Posted May 20, 2024 · DS RF

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DS RF created a post,

PostZendesk Support Beta - Modernized Conversational Experience

I'm not sure if this applies to the non-MCE experience since I don't have that view any longer, but I noticed an inconsistency with the message date displays.  

An agent replied on the same day as a customer's message.  However, when viewing the log today (6 days later), the customer message correctly displays as being sent on “Apr 26 01:38” but the agent's reply shows as “Friday 10:11” instead of “Apr 26 10:11”.

I can see the correct timestamp info when hovering, but it's weird that a date from 6 days ago displays in a “relative” format instead of “specific.”

 

Edited May 02, 2024 · DS RF

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DS RF commented,

CommentMore integrations

Hi Mike DR, Zendesk sent out a follow-up notification last week that they would no longer be requiring the SSO change previously scheduled to take effect on May 1st.  However, it still noted:

For those who have already transitioned to HTTP POST requests, we would like to thank you for prioritizing best practices in your SSO implementation.

What is Zendesk's plan for this Wordpress plugin?  Should we expect an update that aligns with these best practices?

View comment · Posted Apr 24, 2024 · DS RF

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DS RF commented,

CommentMore integrations

Thank you for checking Mike DR

View comment · Posted Mar 10, 2024 · DS RF

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DS RF commented,

CommentMore integrations

Hi Mike DR and Caroline Kello, can we get a status update on this plugin since the change is set to go into effect in less than 2 months?  I commented a few months ago that anything before May 1st would be great, but, in reality, everyone will need sufficient time to test the new version on our dev servers prior to putting it into live production.  

Zendesk's documentation makes it sound like the fix is a simple change of one line from GET to POST, so it's concerning that it's taking Zendesk this long to make the update to their own plugin.

If Zendesk does not publish an updated plugin by April 1st, can we assume that Zendesk will push this proposed change to at least 30 days after the plugin is fixed?

View comment · Posted Mar 04, 2024 · DS RF

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DS RF commented,

CommentMore integrations

As long as it's before May 1st, sounds great!  :)

View comment · Posted Dec 17, 2023 · DS RF

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DS RF commented,

CommentMore integrations

@...

I just received an email from Zendesk saying that there will be changes to the way SSO is handled and that I have until May 1st, 2024 to fix it.  I'm only using Zendesk SSO with Wordpress via this plugin.

When will Zendesk be updating their plugin to be compatible with this change?

View comment · Posted Dec 13, 2023 · DS RF

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DS RF commented,

CommentMore integrations

Thank you for the update.  We'll give it another go.  Please dedicate someone to this plugin and issue regular updates, even if it's just a "compatibility check" version so that WordPress doesn't consider it abandoned or a security risk again.  

View comment · Posted Sep 21, 2023 · DS RF

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DS RF commented,

CommentMore integrations

Hi, it's been a month with no updates, so we've been required to remove this plugin from our site.  Clearly there is a major security issue with it.  Let us know when it's safe to re-install.

View comment · Posted Aug 28, 2023 · DS RF

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