Recent searches
No recent searches

Kārlis Stenders
Joined Apr 16, 2021
·
Last activity Nov 12, 2024
Following
0
Followers
0
Total activity
39
Votes
28
Subscriptions
5
ACTIVITY OVERVIEW
BADGES
ARTICLES
POSTS
COMMUNITY COMMENTS
ARTICLE COMMENTS
ACTIVITY OVERVIEW
Latest activity by Kārlis Stenders
Kārlis Stenders commented,
Awesome news, thanks for rolling this out!
View comment · Posted Sep 27, 2024 · Kārlis Stenders
0
Followers
0
Votes
0
Comments
Kārlis Stenders created a post,
Our team has a feature request for the Knowledge section: please bring back the Knowledge Search icon under the Reply Editor.
While integrating Zendesk apps natively into the agent workspace is a great move, accessing Knowledge Search now requires too many steps. The previous icon under the editor was nearly perfect - only missing a keyboard shortcut. Its removal feels like a step back in UI/UX.
Quick access to Knowledge Search is crucial for our team. We often know exactly what content we need and go straight to Knowledge Search. The new implementation makes this harder by requiring multiple clicks, which is inefficient.
We’d greatly appreciate it if your Product Team could reconsider the removal of the editor icon or, at the very least, provide a straight-to-Knowledge Search keyboard shortcut.
Thank you for considering this request!
P.S. While we understand there are new features in the sidebar, it doesn’t address the issue of too many steps. Even if there are some UI considerations that we're unaware of for having the icon, a keyboard shortcut wouldn't interfere with it in any way.

Edited Sep 10, 2024 · Kārlis Stenders
1
Follower
1
Vote
1
Comment
Kārlis Stenders commented,
It's not just tickets unavailable/not showing, but also the fact that the Web Widget is Brand-locked. This is another support dead end: if you have product-specific pages on your website, you'd have to use the Brand-specific widget, which makes sense. However, the entire conversation will disappear when the user proceeds to a different product page on the website as it already features a widget instance for a different product/Brand. This could be resolved by allowing a widget that is not Brand-specific But this is also unavailable. Also, the re-login issue is present for the end-user, if they navigate to the other Brand help center. The flaws are so serious that we've decided to revert to a single Brand only.
Naturally, this could be a huge and costly project involving several teams. The product we sell is software, so dev tasks are needed for various purposes, backend, global redirects, research, design, and web development, theme updates that somehow incorporate all products (which might not even be viable for many in this thread), custom solutions for product-based filters on various help center levels… massive task. But this is how Zendesk does it on their own page, setting the example (single Brand), so it should be possible, right?
There is also the issue of data migration: Closed tickets will retain their respective Brands, so after everything is merged into a single Brand, the ex-Brand ticket history will still not be available to view for the end-users in My Requests as the merged remaining Brands don't match in ticket data. This can't be changed in Zendesk, there is no such feature available. However, third-party companies are providing such migration services - all of your ticket and article data, and the Brand, Form, and pretty much all other ticket fields can be mapped for changes during the process, although as any such undertaking, there will be serious issues to resolve. So it is possible… but when you add up everything you want to be included in the migration process, it is very expensive (the entire project could stop here for us).
But let's say it's possible and you can successfully revert to a single-Brand setup, and thus resolve the lost widget conversations, and tickets missing in My Requests. You now have to figure out all of those Product-based filtering and content structure aspects, which can have endless side effects and flaws that were not considered. Not least, the Intent and Answer Bot now working with several products in that Brand (also, a complete rigger and Automation overhaul). But again, it should be possible, right?
Not exactly. It turns out there is no native feature for Product selection in the widget. At least not one that would provide conversation answers that are actually picked from those Product content pools/categories only. What a huge oversight, how is this not being addressed? The answer is: yes it is possible, but you have to get it custom-built as a paid service from… you guessed it, no other than Zendesk's partner Ultimate! Yes, the same Ultimate that Zendesk acquired a few months back and incorporated their tech in the Generative AI and other features.
All that sweet talk at the last Relate keynote - how everything is integrated, simple, and easy to use, included on every subscription tier, thanks to Ultimate, etc. Now it turns out that even a basic feature such as Product selection in the widget is not available unless you go to Zendesk's “partner” Ultimate and pay for it. In fact, it turns out that some 4-5 key features in the Zendesk website's widget are NOT publicly available, all are custom-built. So for anyone looking at Zendesk's own website for some good implementation examples, or an understanding of how their support solutions work, you might be disappointed to find that “regular” customers can't use it as advertised.
To sum up: currently, working with multiple Brands has serious flaws, which we have to figure out ourselves, as it is not on Zendesk's product roadmap. Reverting to a single Brand as an alternative is a complex and costly project, and also lacks basic functionality. My team currently has some dozen or so tickets open with ZD support regarding various issues, and it is difficult to even discuss it internally without constant frustration. Not sure yet what we're going to end up doing here, but in the long term, we will start to look for other solutions.
View comment · Posted May 23, 2024 · Kārlis Stenders
0
Followers
0
Votes
0
Comments
Kārlis Stenders commented,
Stacy Robinson that's an interesting use case, I wonder what is the purpose of running several Brands with a single active Help Center only...?
View comment · Posted Feb 21, 2024 · Kārlis Stenders
0
Followers
0
Votes
0
Comments
Kārlis Stenders commented,
+1
We use multiple brands to optimize the individual help centers for each product. There is customer overlap across brands though, so not having those tickets displayed in your default center is an unresolved support dead-end for the customer.
We can already configure search results in one help center to display results from another brand - this is how you achieve the dynamics you want for the product and user overlap across brands. Similarly, we should be able to configure which brand tickets are available for the end-user.
View comment · Edited Jan 05, 2024 · Kārlis Stenders
0
Followers
2
Votes
0
Comments
Kārlis Stenders created a post,
So, ChatGPT. I'm sure there are many applications that it could be used for, but I guess the Zendesk Chat is the main topic here.
I've searched all over the WEB, but can't find any solid information. I was surprised to see that there is no action regarding it here either - no articles or community posts. Especially given Zendesk's attention to AI, self-service, and industry trends - ChatGPT is nowhere to be seen in those resources. I'm sure it's a hot topic somewhere in the background though, as GPT is quickly becoming a functioning service, and if I'm understanding correctly, proper API is coming soon too.
Over the past couple of months, I've quickly gone through various stages: from "ChatGPT is just a thing that barely functions somewhere in a lab", to "Don't want the hassle of being an early adaptor", to "I can't ignore this any longer, how can I get the ball rolling?".
I'm struggling to understand how far out the technical availability is. Is Zendesk already working on making it available within their Chat? Or is that a joined integration project with OpenAI (requires more time)? Or are we waiting for that API to be dropped by OpenAI? Or can this already be implemented somehow? Or would we have to drop Zendesk Chat, and use a different Chat/Widget?
Does anyone here have any real-life experience (or even success) with this? What is the current state of availability, and is there a way to integrate ChatGPT into the existing Zendesk Chat/Widget?
Many thanks!
Posted Feb 20, 2023 · Kārlis Stenders
2
Followers
11
Votes
5
Comments