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Krista Zaloudek
Joined Oct 16, 2021
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Last activity Feb 11, 2025
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Latest activity by Krista Zaloudek
Krista Zaloudek created a post,
The macro composer enhancements are wonderful. We are especially interested in the background color highlight. If yellow could be added, this would really help the experience.
Many of our users are conditioned for a background of yellow for important highlighted text. Having this color available in the macro composer would allow for easier build out of our macros.
Thanks for your consideration!
Posted Jun 24, 2024 · Krista Zaloudek
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Krista Zaloudek created a post,
Overview:
Currently there is a limitation in the Messaging web widget that displays links to help articles for the suggest help article step. This then opens the article from the help center rather than displays the article inside the widget equivalent to the non Messaging web widget.
Issue:
For those of us who only authenticate the customers inside of our proprietary app, we are unable to display the actual help article inside the widget and cannot use signed in content. This severely negatively impacts our ability to self serve the customer.
We may not be able to implement Messaging due to this issue as it removes a lot of the usefulness of the AI Agent.
Ideal solution:
Have the ability for a Messaging widget with in-viewer article contents displayed based upon Guide segment/authentication--equivalent to functionality within the current web widget.
Posted May 21, 2024 · Krista Zaloudek
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Krista Zaloudek created a post,
We would appreciate the opportunity to add the linking of help articles to tickets as events that could be actioned on for web hooks or API. While this is currently reportable in Explore, it is not available to perform webhook actions.
If this action could be added to the list of events for guide articles, it may be possible to use webhooks to fill in form information depending upon the help article linked. This would save our customer support team time on tickets and allow for greater data integrity.
Thank you for allowing us to make this platform more flexible for our use cases!
Posted Oct 18, 2023 · Krista Zaloudek
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Krista Zaloudek commented,
We are very interested in this feature as well as our instance is multibrand. Having the ability to link through Explore to the drilled in comment on the article, the article itself, and any drafts of the article would be extremely helpful. (Similar to the Support dashboards that allow one to link to tickets after drill in.)
Our use case is that due to our multi-brand nature with hundreds of guide articles, it adds a lot of extra time to go through Guide admin to find items. In the case of comments, per Support is not possible natively without using custom code and developers.
Thank you for considering improving the functionality of the Guide dataset/dashboards.
View comment · Posted Sep 21, 2023 · Krista Zaloudek
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Krista Zaloudek created a post,
Within Explore reporting, the web channel category is very broad. Web includes web form, web widget, and follow up tickets among others. We'd like to have a way to segment the web channel and report on these types separately using the Channel or some other data filter.
Business use case: Having this ability would increase data/report accuracy, troubleshooting speed, and the ability for the business to make better data driven decisions.
Thanks for considering this request.
Posted Aug 02, 2023 · Krista Zaloudek
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Krista Zaloudek commented,
Following up on this. It looks like the product team had last updated in 2022. Not sure if this had made the roadmap for 2023?
Like many others, we are able to use the satisfaction reasons within triggers to notify our leadership teams--but not fully able to provide a quick, full snapshot of the CSAT. Having the ability to have a native placeholder {{satisfaction.reason}} would allow less swivel time for our leaders, quicker coaching for our support teams, and a faster resolution should a customer not be satisfied.
View comment · Posted Jul 10, 2023 · Krista Zaloudek
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Krista Zaloudek created a post,
Currently within the chat triggers, we are unable to reorder them within the chat settings trigger page. There are no sections for group chat triggers as there is within the Support trigger settings page.
This does make it challenging to sort/view as an admin. We'd appreciate if this page could have the ability to be manually arranged similar to the support trigger page.
Posted May 26, 2023 · Krista Zaloudek
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Krista Zaloudek created a post,
Currently, there is not an ability to create templated Guide help articles within the Guide Admin similar to the Knowledge / Knowledge Capture App.
We'd request the ability to have template articles with the ability to prepopulate titles, body of the article, tags, as well as have these templates in an easily accessible drop down for agents that are not creating articles from a ticket through the Knowledge app.
Business Impact: Having easily accessible, prepopulated template articles saves our agents time and thought in creating articles. This allows for quicker generation of help articles, less time taken in review, less stress in setting up articles, and less clicks on the articles themselves. Time savings are cost savings, allowing our teams to focus on what matters!
Current Workaround: There is only the ability to use template articles within the Knowledge app not within the Guide Admin itself. Content blocks do not fit this use case as they do not allow for neither the title, management/user segment, nor open to comment checkbox to be added as part of the content block.
What We'd Suggest Instead: Adding the functionality found in the Knowledge app to have easily accessible template articles within a drop down in the Guide Admin UI.
Thank you for upvoting this request so Zendesk will consider it!
Edited May 24, 2023 · Krista Zaloudek
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Krista Zaloudek created a post,
We would appreciate an expansion of the warning messages for Zendesk Support Agents in sending Guide article links. Currently, the warning messages are only for Agent and Admin only content being sent to a customer. Could there be a warning message for linked articles / content which requires the end user to be signed in?
Business impact: Much of our content is designed only for viewership inside of our proprietary app. It is a very poor user experience if an agent sends a help article link to a customer requiring them to sign in to something that they cannot access. Customers are frustrated and this reflects poorly on our team, company, and is frustrating agents who really want to help the customer.
Current Workaround: There is none. We share tribal knowledge, but mistakes can happen.
What we'd suggest instead: If there can be a separate warning message for Zendesk Support Agents to warn them that the linked article requires the customer to sign in that would be great. (It would also be great to provide any required user segments as well.)
Thanks for considering and upvoting this request.
Posted May 19, 2023 · Krista Zaloudek
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Krista Zaloudek commented,
We'd appreciate the ability to have draft mode as well within internal notes.
View comment · Posted May 19, 2023 · Krista Zaloudek
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