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Sarah Darmawan's Avatar

Sarah Darmawan

Joined May 12, 2021

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Last activity Feb 21, 2025

Zendesk Product Manager

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ACTIVITY OVERVIEW

Latest activity by Sarah Darmawan

Sarah Darmawan commented,

Community commentZendesk EAP - Engagements Reporting API

Thanks Vlad - got them and we will get back to you on that email thread on those tickets!

 

In the scenario you've outlined:

  • Agent #1 who has sent 5 messages will have agent_message_count = 5; and,
  • (Agent #2 who has been transferred the ticket) Agent #2 who has sent 7 messages will have agent_message_count = 7

The metrics would be computed for any given Engagements and in what you've outlined, there are 2 separate Engagements given the ticket had been transferred to another agent and the ticket has changed assignees (more details on what an Engagement is in this article). 

 

If instead Agent #2 had been added to the Messaging ticket via an invitation to collaborate, then you can expect that Agent #1 will have an agent_message_count = 12 (this is because the Engagements will only count towards the assignee on the ticket). 

 

Hope this clarifies!

 

Best,

Sarah D,

View comment · Posted Feb 21, 2025 · Sarah Darmawan

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Sarah Darmawan commented,

Community commentZendesk EAP - Engagements Reporting API

Hi Vlad, 

 

Could you please send me the ticket ID associated with that API response, along with the subdomain you used for the API? You can email it to me, and we'll investigate the issue. 

 

As for the difference between those metrics:

  • agent_message_count - this counts the number of public messages that had been sent by the assignee 
  • agent_replies_count - this counts all public messages as a response to end user messages that had been sent by all agents that may have been involved in the ticket (i.e., if there were 2 agents providing public replies to the end users, the replies will be counted here). This metric is intended to provide an indicator of the end user experience.

Please let me know if there's anything else our team will be able to help with as you continue testing out the API.

 

Best,

Sarah D.

View comment · Posted Feb 20, 2025 · Sarah Darmawan

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Sarah Darmawan commented,

Community comment Q&A - Chat, messaging, and widgets

Hi Aleksandar,

 

You can track your team's performance in managing Messaging tickets in real-time on Explore. Here are the supported metrics today. First Reply Time is currently available in the Messaging historical reporting dataset on Explore, where this can be refreshed for up to an hour, depending on your Explore plan (see more information).

 

Hope this helps.

 

- Sarah D.

 

View comment · Posted Sep 17, 2024 · Sarah Darmawan

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Sarah Darmawan commented,

Community comment Feedback - Chat and Messaging (Chat)

Hey Dave, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

 

Your request to support alerts and notifications on agent activity been added to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 

 

In the meantime, live agent status and activities can be monitored on Explore live reporting so you can keep track of the number of agents who are online and their present capacities to receive tickets across channels. You can also change agent statuses today directly from the same view today to deploy more agents as you need them.

 

Hope this helps.

 

- Sarah D.

View comment · Posted Apr 23, 2024 · Sarah Darmawan

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Sarah Darmawan commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi Mor,

Thanks so much for taking the time to share this feedback. Unfortunately, there are no plans to support copying and pasting image files into the widget. However, customers can drag and drop images into the widget today. I've forwarded this feedback to the Widget team.

Re: Supported file types - here's a list of supported file types on Chat. Unfortunately, there aren't any plans to address supported file type limitations in Chat. However, Messaging does have a more extensive list of supported file types, which includes Office files. 

Hope this helps!

- Sarah D.

View comment · Posted Apr 23, 2024 · Sarah Darmawan

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Sarah Darmawan commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi there Josh,

Thanks for taking the time to provide feedback. While there aren't any plans to include new metrics into the Chat analytics dashboard, this information is available on Explore in the Agent State and Activity dataset. You will require Agent Workspace to be activated to use this, however. 

Hope this helps!

- Sarah D.

View comment · Posted Apr 23, 2024 · Sarah Darmawan

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Sarah Darmawan commented,

Community comment Q&A - Chat, messaging, and widgets

Hi Nicole,

It seems like your issue on tags being added at the end of the ticket instead of the beginning had been resolved by our Advocacy team by reconfiguring your Chat triggers.

Please feel free to reach out if you are still facing issues on the matter.

- Sarah D.

View comment · Posted Apr 11, 2024 · Sarah Darmawan

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Sarah Darmawan commented,

Community comment Feedback - Ticketing system (Support)

Hey there, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

'Nudge' messages can be supported on Chat today using Chat triggers; however, we do not have plans to support automatic closing of chats on Chat. Currently in Messaging, 'nudge' messages are not supported; however, we do support automatic closing of conversations through updating the ticket status when the end user is no longer active through the Conversation Inactivity Timer beta. We do have plans to enhance the conversational experience on Messaging this year to address these gaps.

At this time we are going to close this post for comment and mark it as “not planned”. If you are interested in learning more about this and other features being built please make sure to check out our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.

View comment · Posted Mar 20, 2024 · Sarah Darmawan

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Sarah Darmawan commented,

Community comment Feedback - Chat and Messaging (Chat)

Hey there, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

We wanted to let you know that at this time we are not able to commit to building this feature on Chat. We understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.

Currently, you can include links on a Messaging message and they will appear hyperlinked, but you cannot hyperlink parts of the text to lead to a specific URL. There are plans to support rich text in Messaging this year, and we will take this feedback into account as we plan our roadmap.

At this time we are going to close this post for comment and mark it as “not planned”. If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.

View comment · Posted Mar 20, 2024 · Sarah Darmawan

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Sarah Darmawan commented,

Community comment Feedback - Reporting and analytics (Explore)

Hi Denis,

Thanks for taking the time to share your feedback. There are no current plans in the near term to provide drill-down lists as data widgets on Explore; however, teams are exploring how we can provide list views similar to Chat in the following live Messaging reporting iterations. One immediate workaround is to explore Tymeshift, where there already is a solution to view agent statuses in a dashboard view.

Hope this helps!

- Sarah D.

View comment · Posted Oct 06, 2023 · Sarah Darmawan

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