Simon Blouner

1. Agent guide
2. Ticket basics
3. Viewing customer context in a ticket

Hey Dane Reporting on metadata for Messaging tickets seems a bit foolish only to be done by using Events API, and not just directly in Explore - or am I missing something? One of many use cases cou...

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• Simon Blouner
• Created April 03, 2023 16:15
• 2 votes

1. Community
2. Feedback - Chat and Messaging (Chat)
3. Regarding upcoming changes to Answerbot and Flow Builder

Thank you Jonathan Aniano for taking the time to address the various concerns posted as comments on the Announcement article. I don't feel the need to create a considerable comment here regarding a...

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• Simon Blouner
• Created March 13, 2023 08:05
• 7 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Agent Workspace: Keep content from internal note if changing to public reply

Hey Amisha Sharma In relation to your pinned comment, and the functionality to come: 1. To us it makes sense making it available on all channel, to carry over drafts from private to public. 2. To u...

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• Simon Blouner
• Created February 02, 2023 07:27
• 1 vote

1. Community
2. Zendesk Suite Q&A
3. Duplicate existing chatbot flowbuilder

Stephen Hamilton it is actually now possible to clone an entire bot/flow. Dane perhaps the content team should mark this post as solved, since the requested feature has been delivered :-)

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• Simon Blouner
• Created December 21, 2022 11:48
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Duplicate existing chatbot flowbuilder

Hey Kim R This community post is regarding duplicating an entire Flow - not singular steps. However, it is possible to clone a singular step and the following steps if you want. You're stating it ...

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• Simon Blouner
• Created December 13, 2022 08:27
• 1 vote

1. Community
2. Feedback - Chat and Messaging (Chat)
3. Flowbuilder Feedback: Functionality to set order of Answers

Hey Lisa Tam That is exactly what I'm referencing to :-)

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• Simon Blouner
• Created October 13, 2022 04:59
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Duplicate existing chatbot flowbuilder

We second the option of cloning a flow. It's really needed for instances where there are multiple brands, with very similar flows needed - just like several people are stating in the above comments.

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• Simon Blouner
• Edited July 08, 2022 07:04
• 2 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Agent Workspace: Keep content from internal note if changing to public reply

Amisha Sharma, it's most frequently when a call is done, and there is a need to both inform/follow up the customer and post information to the other agents in the team who might end up on the ticke...

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• Simon Blouner
• Created June 28, 2022 06:08
• 0 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Agent Workspace: Keep content from internal note if changing to public reply

We believe the functionality of being able to work on a internal note while also working on a public reply is much more valuable than keeping the content when switching between public and private. ...

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• Simon Blouner
• Created June 21, 2022 11:46
• 0 votes

1. Zendesk updates
2. Announcements
3. Announcing changes to views pagination and sorting user profile pages

Is there any changes coming to the amount of Views visible to agents? E.g. more than 12?

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• Simon Blouner
• Created April 28, 2022 06:54
• 77 votes