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Ryan K.

Joined Jun 16, 2022

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Last activity Jul 28, 2023

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ACTIVITY OVERVIEW

Latest activity by Ryan K.

Ryan K. commented,

CommentGeneral questions about live chat

Thanks, Viktor. It actually looks like acceptance rate is impacted if a user 'starts a chat', the chat is then assigned to an agent, but then the user leaves the chat before the agent has a chance to accept it.

I just confirmed this on my end. Thanks!

 

View comment · Posted Jul 28, 2023 · Ryan K.

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Ryan K. commented,

CommentGeneral questions about live chat

Hi team!

A quick question, if an end-user were to start a chat but then leave right before it's accepted, would this negatively impact the agent's chat acceptance rate?

If so, is there a way to prevent that from happening? I don't want the team to be negatively impacted because the end-user leaves the chat early/within seconds of starting.

View comment · Posted Jul 27, 2023 · Ryan K.

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Ryan K. created a post,

Post Feedback - Chat and Messaging (Chat)

Feature Request Summary: 

Zendesk Explore/Chat should have an option to be able to track the number of times a trigger is successfully sent to a user without that user responding back to the chat prompt.

Description/Use Cases: 

When we are actively trying to empower Zendesk to self-assist the user, the trigger has tags set up to tag the interaction if the user responds. It would be even better if the trigger tags the interaction when it fires off.

Business impact of limitation or missing feature:

This is critical for our business (and others) because we're missing the ability to measure the true performance of our triggers. It's frustrating to navigate in the dark for various projects that involve Zendesk.

Posted Jan 25, 2023 · Ryan K.

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Ryan K. commented,

Community comment Feedback - Chat and Messaging (Chat)

Hey Jacob the Moderator!

I'm looking to set this up on the classic web widget, and was hoping for a native way to do this. This API stuff is a foreign language to me 😬.

View comment · Edited Dec 07, 2022 · Ryan K.

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Ryan K. created a post,

Post Feedback - Chat and Messaging (Chat)

Feature Request Summary: 

Can there be an option to natively place dynamic content into the web widget's content areas.

Description/Use Cases: 

Areas that we can benefit with dynamic content are:

  1. Pre-chat form: Pre-chat greeting
  2. Pre-chat form: Department label

Business impact of limitation or missing feature:

Non-critical, however, this is important to have for global companies with non-English clientele.

Posted Nov 02, 2022 · Ryan K.

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Ryan K. created a post,

Post Feedback - Chat and Messaging (Chat)

Feature Request Summary: 

Provide a native way to edit the text that appears if our live chat business hours are closed and end-users are using the live chat direct link.

Description/Use Cases: 

End-user clicks on live chat direct link, but live chat is closed. The end-user just sees the text "Sorry, we are not online at the moment" (image below). It'd be great if we can edit this text and maybe even include a hyperlink for the end-user to reach us in a different way.

Business impact of limitation or missing feature:

Medium business impact.

Extremely frustrating for end-users who hit this wall with no workarounds.

Other necessary information or resources:

Our direct live chat link (Skillshare)

^ In order to see what I'm referring to, please access the link anytime outside of 9am - 5pm Eastern. Thanks!

Edited Dec 07, 2022 · Ryan K.

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Ryan K. commented,

CommentSetting up Zendesk Chat

Hey @...,

Thanks for your quick response! 

Two things:

  1. I'd need to keep the contact form active (it's a tool I use to route tickets to appropriate departments).
  2. The text I'm referring to is when I access a direct live chat link (example). When live chat is closed for my team, there's just one big screen that says "Sorry, we are not online at the moment". It also isn't the text that I presently have in my offline form's greeting.

Image attached below to illustrate the screen:

I'm wondering if I can change this specific screen's text.

Thank you!!!

View comment · Edited Oct 06, 2022 · Ryan K.

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Ryan K. commented,

CommentSetting up Zendesk Chat

Hi there!

I'm wondering if there's a way to remove the offline form and just place text for the end-user to read? For example:

"Our live chat support is closed at this time. Please submit a ticket here:"

It seems like I cannot remove the textfields that are there.

If I can't replace the text, can I at least change out the text that says "Sorry, we are not online at the moment"?

Thanks!

View comment · Posted Oct 05, 2022 · Ryan K.

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Ryan K. created a post,

Post Feedback - Reporting and analytics (Explore)

Feature Request Summary: 

Zendesk Support/Explore should have a way to further track effectiveness of our Help Center articles tied to a specific user. 

Description/Use Cases:

If a user reviews a guide on canceling a subscription but continues to submit a ticket; how can we track that and see the ticket tied to the submission?

Business impact of limitation or missing feature:

Non-critical for our business. This is more of a want than a need.

Posted Jul 11, 2022 · Ryan K.

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Ryan K. commented,

CommentWeb Widget (Classic) documentation

I have the same question as James and Aaron:

Is there a way to see the number of tickets submitted from the web widget specifically?

Please let us know if this is an option to track or not.

View comment · Posted Jul 11, 2022 · Ryan K.

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