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Naina Mathur's Avatar

Naina Mathur

Joined Oct 21, 2021

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Last activity Feb 10, 2025

Zendesk Product Manager

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ACTIVITY OVERVIEW

Latest activity by Naina Mathur

Naina Mathur commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi there community

Thanks so much – we hear your feedback and are exploring the feature discovery. If I interpreted it correctly, your feedback is on taking the onus away from agents and automating ending sessions via bots, capacity release or end user ending the conversation?

 

 We will get back to you shortly.

Thanks.

View comment · Posted Feb 10, 2025 · Naina Mathur

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Naina Mathur commented,

Community comment Feedback - Chat and Messaging (Chat)
Hey Andrii, thank you for taking the time to provide us with this feedback!
 
 This feature request has been accepted and is on our roadmap in 2025. Per our Community Guidelines, we can provide general guidance for anticipated feature and functionality release dates, and any discussion of planning is always subject to change. To stay on top of product releases please visit our What’s New page in the Help Center. We are going to leave this post open for comment to allow others to provide their feedback and use cases.
 
Thank you again for your feedback and for being a valuable customer with Zendesk.

View comment · Posted Dec 09, 2024 · Naina Mathur

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Naina Mathur commented,

CommentZendesk messaging

Hi there community

 

Thanks for sharing your feedback.  If you are using the preexisting Csat mechanism, please refer to the article instructions above. If you are using the customizable Csat experience you will need to deactivate the older Csat mechanism and set up the trigger in order to use End session. Please refer to the Customizable Csat Experience article for more information. 

View comment · Posted Nov 20, 2024 · Naina Mathur

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Naina Mathur commented,

CommentZendesk messaging

Hi community

 

Thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response.

 

1. With regard to the end session as a trigger action feature request:

This feature request has been accepted and is on our roadmap in 2025. Per our Community Guidelines that we do not provide specific timelines around releases for our product and any discussion of planning is always subject to change. To stay on top of product releases please visit our What’s New page in the Help Center. We are going to leave this post open for comment to allow others to provide their feedback and use cases.

 

2. With regard to challenges in using end session and continuous conversations, a fix was issued. To reiterate ending sessions leads to a new ticket being created by the end user. When used in conjunction, both workflows will function as intended in their respective behaviors.

 

3. Yes email responses and email as a channel is available. Routing these ended session tickets via email is planned for 2025.

 

Thank you again for your feedback and for being a valuable customer with Zendesk.

View comment · Posted Nov 20, 2024 · Naina Mathur

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Naina Mathur created an article,

ArticleAnnouncements
Announced on Rollout on
November 19, 2024 November 20, 2024

Zendesk is pleased to announce an enhancement to ticket routing behavior for the newly-released end session feature.

This announcement includes the following topics:

What's changing?

Previously, when an agent ended a messaging session, the related conversation was handled differently depending on whether the account was counting inactive conversations toward agent capacity.

With this update, all tickets are removed from the agent’s capacity when they end the messaging session, regardless of the inactive conversation setting.

In the future, enhancements will allow you to apply email routing and capacity settings to conversations with ended sessions.

Why is Zendesk making this change?

The end messaging capability allows customers to efficiently handle messaging requests, similar to the end chat session functionality in Live Chat.

What do I need to do?

No action is required on your part.

Learn more about this feature:

If you have feedback or questions related to this announcement, visit our community forum, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

Edited Nov 19, 2024 · Naina Mathur

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Naina Mathur commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi Community

This feature is now available. Please refer to the announcement post - Announcing user suspension for the messaging channel.

IP Blocking is slated for 2025.

Thanks

View comment · Posted Nov 06, 2024 · Naina Mathur

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Naina Mathur commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi Community

This feature is now released. Please refer to the announcement post - Announcing user suspension for the messaging channel.

Thanks

View comment · Posted Nov 06, 2024 · Naina Mathur

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Naina Mathur created an article,

ArticleAnnouncements
Announced on Rollout starts Rollout ends
October 24, 2024 October 21, 2024 October 29, 2024

Zendesk is pleased to announce a new option for agents to suspend end users in the messaging channel.

This announcement includes the following topics:

What is changing?

With this update:

  • In the Agent Workspace, agents can suspend end users on messaging tickets.
  • When an agent suspends a user on a messaging ticket, the customer can no longer participate in that messaging conversation or start a new conversation.
  • Agents can manage suspended users, see a list of suspended users on the customer list, and manage these suspended end users by providing editing and updating functionality.
  • Agents can unsuspend users from the customer’s profile page or the Suspended users list.

Suspend user in ticket UI:

Unsuspend user in ticket UI:

Suspended users list:

 

Why is Zendesk making this change?

This feature addresses the critical issue of suspending end users for bad behavior. Unwanted end users include abusive, persistent, or errant users who harass agents, which takes valuable agent time and capacity away from legitimate customers and contributes to poor agent mental well-being. Zendesk wants to provide functionality for admins and agents to block and suspend undesirable users from an ongoing conversation and stop end users from initiating any future conversations.

Who can use this feature?

The suspended user capability is supported on web, mobile, and social messaging channels.

End-user suspension in messaging is available for all customers on the improved messaging backend. Customers still on the older messaging backend can use the feature but will have a different experience that may send suspended end-user messages to agents.

What do I need to do?

By default, only the Admin system role can suspend end users. If you’re on an enterprise plan, you can create a custom role to permit non-admins to suspend end users.

If you have feedback or questions related to this announcement, visit our community forum, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

To learn more about this feature, see Suspending messaging end users.

Edited Oct 24, 2024 · Naina Mathur

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Naina Mathur commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi there

Thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

 

This is a great feature request and I have added it to the backlog for future consideration. At the moment you may use the End Session end session feature to prevent reopening of the original ticket. We will explore this  configurable time out period enhancement  - This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 

 

Thanks,

 

View comment · Posted Oct 24, 2024 · Naina Mathur

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Naina Mathur commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi there

 This feature has been prioritized and slated for release later this year. Please keep an eye out on our Announcements page.

 

We are going to leave this post open for comment to allow others to provide their feedback and use cases, post launch.

 

Thank you again for your feedback and for being a valuable customer with Zendesk.

Best Wishes

View comment · Posted Oct 01, 2024 · Naina Mathur

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