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Doug

Joined Oct 22, 2021

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Last activity May 22, 2023

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Latest activity by Doug

Doug commented,

CommentUsing Built by Zendesk apps

My team is a bit of a minimalist and, when going through apps to remove from the sidebar, noticed there's no way to remove the Out of Office App without uninstalling it; we want to keep it, just remove a bit of its redundancy (i.e. it already has Out of Office buttons on your Profile and left sidebar, we just want to remove it from the right sidebar).

Is there a way to remove it from the right sidebar without uninstalling it? If not, consider this query as a feature request ❤️

View comment · Posted Nov 10, 2022 · Doug

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Doug commented,

Community comment Feedback - Chat and Messaging (Chat)

Thanks for the update that you're not going to accommodate this request, Rajat.

We're still not going do use Zendesk Chat until it's implemented.

Wish you'd actually listen to the users on this front and not provide non-answers as to why you're not implementing it. The only answer given-- that the users chatting with agents would not like it-- again is a ridiculous one because users would not agree to half the things slipped into their T&C if they actually knew what was being implemented.

Any actual direct answer as to why this isn't getting implemented would be appreciated instead of updating us with non-answers.

View comment · Edited Nov 05, 2022 · Doug

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Doug commented,

Community comment Feedback - Ticketing system (Support)

🎊

View comment · Posted Mar 04, 2022 · Doug

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Doug commented,

Community comment Feedback - Ticketing system (Support)

Ooof.

Yeah if you could adjust that I would kiss you.

Not to smartass (before he made a smartass remark) but it sounds a bit odd for the intended behavior to vary based on where the macro was selected via keyboard shortcut or mouse cursor.

I also noticed it varies depending on whether the macro uses arguments or dynamic content; for example if the macro's output is the "if" in an if-then-else statement, there is no line break-- but if it is the output of the "else," there is a line break.

So in summation, if our agents want to experience minimal hiccup writing up their responses with Rich Text enabled, they have to memorize which macros do and do not use if-then-else statements, which part of the if-then-else statement will be output if it does, and also remember the rule of thumb when using the keyboard shortcut or mouse to inset the macro. Failing to remember any of those factors results in an added time as they then have to go back and edit out line breaks, typically navigating via mouse and switching off form the keyboard.

Compare that to having Markup enabled, which just inserts the macro at the text cursor every time, no matter the output, and moves the cursor to the end and lets you go on typin'.

It just really ruins the "zen" mode one can get into when writing tickets for some of us who prefer to minimize the amount of time moving between the mouse and the keyboard.

Thanks for the response and for your time reading my sassy feedback.

View comment · Posted May 06, 2021 · Doug

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Doug commented,

Community comment Feedback - Chat and Messaging (Chat)

Greetings from this time capsule of a feature request thread to the the kindred spirit Googler that invariably finds it someday in the future. You may ask "did Doug ever get his wish? did he ever switch to Zendesk chat?"

The answer is no, we're still stickin' with LiveChat.

Zendesk itself is still dope af tho.

View comment · Posted Apr 16, 2021 · Doug

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Doug commented,

Community comment Feedback - Ticketing system (Support)

Heyo.

My team recently switched from markup to rich text formatting and noticed all of our macros now either include a line break (if the macro menu is opened with a keyboard shortcut) or the text cursor stays at the point of the macro insertion (if the macro menu is opened with the mouse).

Googling the behavior lead me here and I just wanna make sure I understand this feature request and behavior properly:

There is no way to insert a macro inline at the point of the text cursor and have the text cursor move to the end of the inserted macro's output when working with rich text formatting?

It is very much tripping up our collective muscle memories and is a bit agitating having to go back and delete the line breaks or move the cursor to the end of the macro.

View comment · Posted Apr 16, 2021 · Doug

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Doug commented,

Community comment Feedback - Chat and Messaging (Chat)

Just pinging this thread to let you know we have yet again considered switching our chat service and would yet again love to go with Zendesk but have yet again decided not to because it looks like yet again you have no intent on adding chat previews.

I'll yet again add my input that this is a much used and requested feature that a lot of other competitors use (LiveChat, Live Agent, Intercom, Front Chat, etc.). You are missing out on a lot of business because of this missing feature.

Please, please, please, please, please reconsider adding it to your program, as we would love nothing more than to keep all of our services under one roof.

Thanks,

Doug

View comment · Posted Jul 02, 2018 · Doug

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Doug commented,

Community comment Feedback - Chat and Messaging (Chat)

@Ramin

Of course users will tell you they don't like that they're being monitored, but most users will understand why it's there when it's there. It is no different than someone being told prior to a conversation on the phone that the chat may be monitored for quality assurance.

Also, none of the users that come into us using LiveChat over the FIVE YEARS we've been using it have expressed unsolicited displeasure of being monitored, despite that fact being buried into the Terms of Service.

If all users were asked in a survey whether they like or dislike every little thing in their Terms of Service, and all project managers shifted the Terms of Service to meet their users' demands, sadly some great features would never get implemented.

You save transcripts, correct? Try surveying your users whether they like those transcripts saved for X amount of years. Survey them about tickets being kept with their billing information, emails, or phone numbers.

Also, I'm gathering from your phrasing that you've never worked in actual retail Customer Service; users tell us stuff all the time that they shouldn't have, regardless of whether it gets sent or not. I have been sent credit card numbers, social security numbers, and incredibly private information that I never asked for and was completely unwarranted. That will happen regardless of whether or not you implement text previews.

Why not implement it as an opt-in service, and your Zendesk Chat Customers can decide whether or not they want to use it with their customers or not?

Please. For the love of all that is tech support, and the customers you are losing or not gaining, at least CONSIDER implementing this requested feature that your comparably-priced competitors have, including LiveChat and SalesForce.

View comment · Posted Nov 08, 2016 · Doug

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Doug commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi Ramin & Zendesk Team,

Just wanted to chip in on how important my team considers this feature:

Because this feature does not exist with Zendesk/Zopim Chat, we decided not to switch from LiveChat.

It is SO important to be able to see what users are typing before they hit send for multiple reasons:

  • As others have mentioned, it helps us help users so much faster; we can see their question starting off, have an inkling of what they're asking for, and start pulling up information (ticket information, order information, product information, etc.). It makes things super fast for both parties!
  • It helps us see what users really want to say in the event they don't say it: sometimes a user will be really ticked off with us and threaten legal action, or call my mother insults, or want to talk to a manager----- ...and then delete all of that and just say something totally different like 'Thanks!' Giving us the ability to see that having been typed births for us a grain of salt to take with us when talking to that user.
  • Sometimes users delete something that was actually important to their question that they thought was unimportant-- the only way for us to see that would be to see what they were typing.
  • Seeing what users are typing while they type it allows us to better multi-task. If a user is typing slower than a turtle crawling through peanut butter, I can tell by seeing what they're typing that they're alive, and be ready to help them the moment they (finally) hit that Enter/Send Key. Without seeing what they're typing, I feel more restricted to making sure to keep an eye on whatever they're about to send, unsure if it's going to be a novel or just a quick, slowly-written question.

Please, please, please add this feature. I'm not sure how much more convincing you need, and I understand an engineer's want to know why users want a specific feature, but this one shouldn't take so much explanation. It's a feature we LOVE, and we're not going anywhere without it.

View comment · Posted Nov 02, 2016 · Doug

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