Rachel Gerard

Please make this a feature! This would immensely help us create visibility when servicing certain companies that use our products. We have 1 agent dedicated to managing “brand ambassadors” that work for a national music store, and not having a dedicated view for this is hindering us.

It looks like our transcripts for Zendesk Talk have stopped as of July 29th. Was there a change in the platform to remove this feature?

Is there a way to see reporting for Macros? I would like to see how many times a Macro was used in a specific time-span. This will show us areas where we can improve over a period of time.

This was presented to us as a solution to help filter out a lot of the frequent inquiries we get. The 2000 step limit was never mentioned once and now we just hit that limit. We need more steps as we have 7 brands to account for + selling direct. 2,000 steps is just not enough.

Is it possible to see how many people used the messaging bot and did not get routed to an agent? We'd like to understand how many customers are finding resolution with our bots. This will help us determine how effective our flows are.

How can you tell how many customers did not get routed to an agent? This will help us determine how effective the bots are.

How do other customers handle the recording of outbound calls and consent if the option to opt in or out of that is not offered for outbound calls?

How do you resend a CAST survey to someone who gave you a bad score, but you worked out the issue and would like to offer them the survey again? 

Having this issue now, and nothing is working to get images to show up in our tickets (ones we add, and ones customers add). Right clicking does nothing but bring up an error page. Not sure what to do now.

Hi there,

Is it possible to create an anchor tag on the Help Center homepage? For example, if they click a link at the top of the Help Center, it brings them all the way down to where our Knowledge Base is?

Thanks!