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Zachary Hanes
Joined May 13, 2021
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Last activity Sep 24, 2024
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Latest activity by Zachary Hanes
Zachary Hanes commented,
Am I reading this correctly that follow-up questions can only be set for negative responses? Can we ask a followup on a positive response too?
View comment · Posted Sep 24, 2024 · Zachary Hanes
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Zachary Hanes commented,
Will this functionality be made available via API? It would be useful to be able to make use of the ticket summaries in custom functionality we have built internally.
View comment · Posted May 15, 2023 · Zachary Hanes
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Zachary Hanes commented,
We have this exact issue. This is a major functionality gap in the redaction feature.
View comment · Posted Mar 09, 2023 · Zachary Hanes
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Zachary Hanes commented,
The definition of "away" in this article is different from what is shown in-product, and is pretty confusing.
In the product it's defined as "Can't receive work, but work is added to the queue." That's very different from "Only Support tickets can be routed to the agent." I assume the version in the product is the correct one. Am I right about that?
View comment · Posted Mar 03, 2023 · Zachary Hanes
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Zachary Hanes commented,
Rebecca Katz my understanding is this is supported in Omnichannel Routing, which will work for messaging, but not chat. So I doubt this will developed, since it seems nothing new is being developed for chat. We're in the middle of a transition from chat to messaging because of this and several other features that are missing for chat.
View comment · Posted Oct 25, 2022 · Zachary Hanes
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Zachary Hanes commented,
Above, Marco says this:
dropped chats will only count chats where the agent left the chat with an unanswered message by the customer
Mark's original answer says this:
Dropped chats are the number of chats where the conversation with an agent ended with an unanswered message from a visitor.
In the linked documentation, it says this:
The number of chats accepted by or assigned to the agent where the visitor responds to an agent message, then leaves the chat.
Mark's answer seems to suggest that it counts as a dropped chat even if it was ended by the end user. Marco is saying it only counts if it was ended by the agent.
Can someone from Zendesk tell us which is correct? Do the metrics distinguish between a chat dropped by an agent and one "self-dropped" by the end user?
View comment · Posted Mar 04, 2022 · Zachary Hanes
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Zachary Hanes commented,
When we redact text from a completed chat, we've noticed that it's still present in the transcript if you access it in the Zendesk Chat interface. Is that intended behavior? If we really want to redact from chats, do we need to do it in both interfaces?
View comment · Posted Feb 28, 2022 · Zachary Hanes
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Zachary Hanes commented,
I've been asked to put a feedback post together about having an SLA that runs on any end-user comment, but I've discovered that one has already been made here. I would encourage everyone on this thread to follow and comment on that one.
View comment · Posted Oct 15, 2021 · Zachary Hanes
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Zachary Hanes commented,
To give more context on the use case where someone replies who is not a CC:
I represent a company that signed up for an app using a shared address, e.g. hello@company.com. This address is an alias that distributes messages to myself and two of my colleagues. When I submit support tickets, this is the address that is used as the requester.
I submit a ticket under this address. A support agent replies, and the message is distributed to my address, zach@company.com. I reply to the message, forgetting that I submitted under the hello@ address or unaware that it makes a difference what address I reply from. The ticket has no record of zach@company.com being a requester or a CC, so my reply becomes a private comment and the ticket reopens with no "next reply" SLA.
This may sound like a rare situation, but we get 1,000+ of tickets per day, so this happens many times a day, enough to make SLA-based routing unworkable for us.
View comment · Posted Oct 05, 2021 · Zachary Hanes
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Zachary Hanes commented,
Hi @..., original poster here. I have joined a new company and run into this exact same issue. I've looked at the solution here, and I'm disappointed. The core of the problem is that tickets frequently end up with no SLA. The issue Charlie describes above is maybe the most common cause of the missing SLA problem, and this solution does nothing to fix it.
The real silver bullet solution would be an option to make all SLA's treat any end user comment the same as a public comment. Regardless of whether it's public or private, it's still a person who now has to wait in line, and the SLA's should apply.
If that's not possible, then we should be able to make a reply from any end user be public, regardless of whether they are CC'd.
View comment · Posted Oct 05, 2021 · Zachary Hanes
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