Richard Harris
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Total activity42
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Last activity
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Member since
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Following0 users
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Votes10
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Activity overview
Latest activity by Richard Harris-
Richard Harris created a post,
Retain formatting when forwarding an email
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 pr...
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Richard Harris 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
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Richard Harris created a post,
Live Data for Average First Response Time
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 t...
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Richard Harris 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 las...
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Richard Harris created a post,
Explore to report time in minutes and seconds
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 te...
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Richard Harris 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 r...
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Richard Harris commented,
Feedback from our Chat team Since this introduction they are now missing chat shortcuts when typing / as it now only shows the top 4 used shortcuts (it used to show a lot more). They are aware th...
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Richard Harris commented,
Image showing that Internal Article (marked with lock symbol) has the Link Article option when serving a Chat
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Richard Harris created a post,
Internal Articles can be linked into Chats
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 ...
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Richard Harris created a post,
Allow Zendesk to send emails to CC users without the requester having an email
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 sen...