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James KNIGHTS

Joined Oct 22, 2021

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Last activity Feb 21, 2024

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ACTIVITY OVERVIEW

Latest activity by James KNIGHTS

James KNIGHTS commented,

Community comment Discussion - Tips and best practices from the community

There are several dashboards that already show who is requesting a chat, meaning that this view is not of any use - the key feature that we are missing is the view of all of the customers who have loaded the widget but have not requested a chat.

Thanks

View comment · Posted Nov 14, 2023 · James KNIGHTS

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James KNIGHTS commented,

Community comment Feedback - Chat and Messaging (Chat)

Agreed!

This feature was extremely valuable in being able to display the number of users who were interacting with our digital services across multiple UK Government sites.

The removal of this feature is either going to delay us moving to Agent Workspace - which is a valuable move that I can see the benefits of and will also mean that several of our support applications will go end of life early next year, - or it will mean we will consider moving away from Zendesk completely.

We do not need a view to show when a chat is initiated, there are many other dashboards already available to allow us to see this information, but none to allow us to see where the widget has loaded on one of the pages.

The response that "there are no plans to bring a visitor list to Agent Workspace."  is not helpful and I would like to understand the 'logic'  around removing this.

Also, as this is not available natively, is there any API that I could arrange for one of our internal developer resource to access to enable us to develop our own feature to plug this gap.

Thanks

View comment · Posted Nov 09, 2023 · James KNIGHTS

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James KNIGHTS commented,

Community comment Feedback - Voice (Talk)

+1 from me too!

View comment · Posted May 30, 2022 · James KNIGHTS

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James KNIGHTS commented,

CommentReporting for Talk

Hi Debbie,

Thanks for getting in touch so quickly.

I am able to see the total credits used in the period, but I am not able to see when the credit was applied to our account and how much that was, please see screenshot below.

I use this information to check the invoices that we are getting from our supplier, you bill them directly and they pass this on to us, so far we have had two incorrect invoices and the only way I was able to determine that was by checking the credits that had been applied.

Thanks

View comment · Posted Oct 25, 2021 · James KNIGHTS

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James KNIGHTS commented,

CommentReporting for Talk

Hi,

Currently I am able to view the talk credits applied to our instance by our supplier in the transactions section on the Talk history page - I use this information to validate the charges being invoiced to us by our supplier and this is extremely important in identifying any over/under charges on the invoice.

I cannot see this information in the usage charges page - will this information be available to view in this page?

Thanks

View comment · Posted Oct 25, 2021 · James KNIGHTS

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James KNIGHTS commented,

Community comment Feedback - Ticketing system (Support)

Hi,

We would like to have much more useful data displayed in the audit logs, such as when any change is made to a user or an organisation. 

It is vital for us as a responsible business holding customer information that we have a duty of care to ensure the data is accurate and if a change is made we are able to see when and what was changed and by whom - this is more important to me than seeing when someone has logged in or changed their password, which fills the audit log at present.

Thanks

View comment · Posted Apr 09, 2021 · James KNIGHTS

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James KNIGHTS commented,

Community comment Feedback - Ticketing system (Support)

Hi,

We would like to have much more useful data displayed in the audit logs, such as when any change is made to a user or an organisation. 

It is vital for us as a responsible business holding customer information that we have a duty of care to ensure the data is accurate and if a change is made we are able to see when and what was changed and by whom - this is more important to me than seeing when someone has logged in or changed their password, which fills the audit log at present.

Thanks

View comment · Posted Apr 09, 2021 · James KNIGHTS

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