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Richard Harris 2
Joined Apr 16, 2021
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Last activity Apr 10, 2024
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Latest activity by Richard Harris 2
Richard Harris 2 created a post,
When serving chats our team currently uses tags to be able to view information (eg whether the organisation has a service agreement with us) about the incoming user. Can we expand to be able to see all tags rather than having to click more each time to see all tags
Posted Mar 22, 2024 · Richard Harris 2
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Richard Harris 2 created a post,
When using the forward email option on a ticket we want it to keep the same formatting in the public reply.
Our customer demographic (Dental Practices) often use a shared email and don't want to provide personal ones. We are keen to provide emails with summary of their interaction with us, including help guides to use in future and drive our goal for self service.
We tried to use the CC option but due to this limitation (https://support.zendesk.com/hc/en-us/community/posts/4736428842394-Allow-Zendesk-to-send-emails-to-CC-users-without-the-requester-having-an-email) we are unable to do this.
We tried using the forward email option but it does not retain the formatting and therefore include the help links.
If it retained that formatting this would give us the option to share this information with users
Posted Oct 05, 2023 · Richard Harris 2
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Richard Harris 2 commented,
+1 we would like to see which users are making the most of our internal articles to improve their knowledge and self serve themselves rather than reach out to other team members with questions
View comment · Posted Sep 20, 2023 · Richard Harris 2
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Richard Harris 2 created a post,
We want to know the Average first response time on Chats / Messaging. We can do this on explore but their is a 2 hour delay. We want this live figure so it updates through out the day and can see the daily progress in real time.
ASA (Average Seconds to answer) is important to seeing how our desk is performing and is a key metric when displaying live call information.
However we are unable to get this figure with Chat / Messaging
Posted May 03, 2023 · Richard Harris 2
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Richard Harris 2 commented,
Overnight the note box has changed to become very small. Had a few users reach out to say this has become harder to use. As the post above they cannot change the default size.
Was this change last intentional? Why was it changed, was it based on user feedback? Our users are not a fan of the change
View comment · Posted Apr 04, 2023 · Richard Harris 2
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Richard Harris 2 created a post,
We would like explore to report time in minutes and seconds. Currently you can have seconds or you have to have it report as 5.8 minutes. We rather it state 5 minutes and 50 seconds instead.
Our teams are having to do manual maths to work out their durations.
Posted Jan 30, 2023 · Richard Harris 2
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Richard Harris 2 commented,
We are exploring Messaging over Chat widget / Answerbot. Users being able to search for articles is important to us as the help required is varied. Article recommendations are very useful and can reduce tickets for those that find the answer.
We was hoping Messaging could build on that but are worried that when users search there is no "was this helpful" / "Did this answer your question" option. They could get stuck in the workflow, frustrated and call our helpline instead if they don't know how to connect to a team member.
Hopefully this changes in Q2
View comment · Posted Jan 09, 2023 · Richard Harris 2
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Richard Harris 2 commented,
Image showing that Internal Article (marked with lock symbol) has the Link Article option when serving a Chat
View comment · Posted Jul 06, 2022 · Richard Harris 2
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Richard Harris 2 created a post,
With Zendesk Support when using Public Replies or Email you are unable (Rightly so) to link in Internal Articles.
However when serving Chats this is possible which confuses the end users who get a link they cannot access.
Why is this possible and can the Chat functionality match Public replies / emails in not allowing articles to be linked.
Posted Jul 06, 2022 · Richard Harris 2
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Richard Harris 2 created a post,
We would like Zendesk to be able to send emails to CC users even if the requester doesn't have an email address.
We are currently trying to drive support self service by using public replies to send ticket emails including help guides for future reference.
However, in our line of business (we support dental practices) most users share a practice email address. In instances (majority of the time) where users will not give personal email addresses we will CC the practice email address.
Have recently discovered that this does not work if the requester doesn't have an email address.
This pushes back our ability to send this information and drive self service :(
Posted Jul 05, 2022 · Richard Harris 2
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