Lotfi Chehaidia

The calendar is an indispensable part of the customer relationship: being able to schedule an appointment after a diagnosis, allowing the customer to position an appointment according to our availability, modifying an appointment etc...

I'm surprised that a "giant" like Zendesk doesn't offer native calendar functionality.

It would be relevant to have one, with these possibilities

- A global calendar for the organization (managed by the admin)
- A group calendar
- An agent calendar
- Agent calendar synchronizable with M365, Google, and other messaging tools, and can create Zendesk calendars independent of the synchronized environment (useful for groups, for example).

In fact, basically what Sweethawk already offers with its https://www.zendesk.com/marketplace/apps/support/77153/calendar/ application, but it would need to be fully integrated into the Zendesk environment, i.e. manage languages, link with triggers, macros, bots etc...

On the agent's side, he could manage his calendar as follows

- Send a link to his availability (web page linked to this functionality, where the caller can seamlessly position himself)
- Directly send a slot selected with a single click from his calendar / or directly modify an appointment.
- The calendar event takes over the ticket exchanges, making it easier to follow up.
- Receive notifications (in the next notification feature, which I understand is coming at the end of the year) when the appointment is approaching.

Also, the bot could directly read an agent's calendar, or a group's calendar (which is why I'm also asking for a group calendar), to suggest availabilities that would suit the requester.

Admin side

- Create triggers based on certain situations. Example: A requester was talking to an agent. The agent becomes unavailable (vacation, sick leave, etc.) → notify the requester of the absence of the person in charge of his ticket + route to the group.
- I send the link to my availability, and set the status to "Waiting"; if the appointment has been booked, the status is updated to "Open" (or any customized status)

- The appointment is over. Automate an email X minutes (configurable) after the end of an appointment to poll the user: "Was your request solved during your appointment?" (Yes → close ticket)

It would be useful to be able to classify bot responses into groups for easier retrieval.

For my part, I work with a lot of services, so I create responses according to the needs of my colleagues, but I have no way of organizing myself better other than prefixing the response name with "[Name] Response", the limit being that if I want to put one of the responses as an option proposed by the bot, I see this prefix.

What I'd like to see would be groups in the same way as for triggers

Group A
- Response A.1
- Response A.2

Group B
- Response B.1

Group C
- Response C.1
- Response C.2
- Response C.3

Dynamic content management is a pain, too many screens to juggle, a search bar that doesn't work...

It would be a good idea to overhaul the system, making it easier to manage content, for example, by adopting the bot approach, i.e. a "Manage translations" button directly from the fields you wish to translate.

In this way, we could manage the translation of a field/form directly using AI, or not. Then, if you translate it manually, you'll have the option of saving the translation (in a tag that can be used elsewhere).

 

Hello,

The description field is often the result of a lack of wording on the part of requesters, yet we have humans processing tickets behind the scenes! It would be useful to be able to parameterize a placeholder to indicate information such as the correct wording model.

For example: 

'Hello,

[...]

Regards,
Name"

Hello,

The provision of a calendar/availability is essential in a customer relationship and I do not understand why this feature does not exist.

Moreover, the bot creator offers a template for making appointments.

What I propose is therefore a native meeting/calendar feature

• Agents could define their own schedule and time-off
• They could also synchronize their M365, Google calendars
• But also a group calendar (group in which the agent is assigned)

With of course :

• Ability to attach one’s availability in a ticket with one click
• Offer the requester the possibility to update his appointment request
• Allow the bot to read/write/propose an appointment
• and more

Hello,

I would like to propose an evolution on the configuration of triggers.

From my experience, I work with a lot of services on which they generally have the same triggers, but with a parameter that changes on each one (email address, form, etc…). This generates a lot of duplicates and becomes unmanageable over time.

Here is what I propose:

• to have hierarchical conditions, and an updated UI, just like the bot creator.
• To have the possibility to make nested ANDs and ORs
• Finally, to have the possibility to have a CASE condition.

+1

Hello,

I have the same problem. The support told me that they can't help as Microsoft developped the app.

Is there any fix ? It worked in June when I ran some tests

Hello,

Is it possible to have on option to invert the answer zone (put on top) and the comments zone (put on bottom), in the same configuration as in classic mode?

Because when we take a ticket with several answers, or when the ticket is long (with signatures, images etc...), we start at the very end; we are obliged to scroll all the way to the top. Not practical!

Hello

It would be great if Agent could have a visual notification when a new ticket is in a view.

For exemple, the number of tickets would be cercled red, and when I click on the view, it disappears as I "read" the notification.

What do you think ?