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Moss

Joined May 16, 2021

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Last activity Nov 07, 2024

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ACTIVITY OVERVIEW

Latest activity by Moss

Moss commented,

CommentMeasuring success

I'm curious about the logic behind placing the lowest score at the top of the list and the highest at the bottom. Is there any plan to let us reverse the order so that the highest scores are at the top?

View comment · Posted Nov 07, 2024 · Moss

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Moss commented,

CommentMeasuring success

I wish this allowed us to offer multiple questions containing the rating scale to our customers. As it stands, even with this change, the survey is very narrow in focus.

View comment · Posted Oct 01, 2024 · Moss

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Moss commented,

CommentZendesk messaging

Are there any plans to add a “business hours condition” to these? It's a major oversight not to have that included within the trigger options already. As it stands, the options to build these triggers are very barebones and disappointing.

View comment · Posted Aug 23, 2024 · Moss

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Moss commented,

CommentGeneral questions about live chat

Is there any plan to update this system? We previously never used the Chat feature and only began to offer a chat-like support feature with Zendesk messaging.  Managing schedules and hours in multiple locations is cumbersome and can lead to issues when making changes if a channel is forgotten.

View comment · Posted May 02, 2024 · Moss

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Moss commented,

CommentTicket automation and collaboration

As admins, how do we manage this? I cannot locate anything within the Admin Center where this can be managed.

View comment · Posted Apr 30, 2024 · Moss

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Moss commented,

CommentUsing the knowledge base in Help Center

I'm jumping in with everyone else here recently to say that it would be beneficial for all to add the captcha option back onto the web forum. We get spam tickets from Chinese email addresses daily. They use different email addresses each time, and the email subject and bodies are all similar but different enough that creating triggers is difficult. Additionally, we do have users who are from China, so simply blacklisting the domain is out of the question. Simply implementing the ability to have a captcha on the web forum would solve all of these issues.

View comment · Posted Apr 19, 2024 · Moss

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Moss commented,

CommentRouting

+1 for adding in a round robin and a ticket maximum per day feature to this.

View comment · Posted Feb 12, 2024 · Moss

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Moss commented,

CommentTeam members and groups

Is there any way to reorder the list? We'd like the statuses that our agents will likely use the most higher up on the list.

View comment · Posted Jan 24, 2024 · Moss

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Moss commented,

CommentUsing legacy AI agent functionality

Hi there,

Are there any plans to add an additional button that is similar to the carousel but only presents a singular option? Within our flow, there are options where we'd prefer the users submit a ticket to our support team instead of resolving a case through chat.
Currently, the only ability to provide the user with a clickable button to take them to the ticket submission form is using the carousel. However, since it requires two options that isn't a viable option for us. The ability to make a single clickable button would be very beneficial to us.

Thanks!

View comment · Posted Apr 07, 2023 · Moss

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Moss commented,

CommentTeam members and groups

Jen C did you have any luck with getting tickets to not assign to agents? We'd love to use the agent status for our team but don't want to automatically assign tickets to agents. 

View comment · Posted Jan 11, 2023 · Moss

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