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Marci Abraham
Joined Mar 21, 2022
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Last activity Oct 10, 2024
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Latest activity by Marci Abraham
Marci Abraham commented,
This should be corrected. The last line “Your changes are automatically saved. The bot is disconnected and the default messaging response is activated.” is not accurate. You have to click “Publish Bot” for the changes to be applied. Fortunately, I tested or else I would have been racking up charges that I was trying to stop.
To disconnect a bot from a channel
- In Admin Center, click
Channels in the sidebar, then select AI agents and automation > AI agents.
- Click Manage conversation bots.
- Click the bot you want to disconnect.
-
In the Settings tab, expand the Channels section and deselect the channel you want to disconnect.
Your changes are automatically saved. The bot is disconnected and the default messaging response is activated.
View comment · Posted Oct 10, 2024 · Marci Abraham
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Marci Abraham commented,
Me too! We have attempted to handle this by bumping up the priority on tickets that get a reply from an end user who was not on the ticket, but it's really not working effectively. We do not want to accept all CC's because that would also cause chaos. But would love to see a middle ground somewhere.
View comment · Posted Sep 17, 2024 · Marci Abraham
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Marci Abraham created a post,
Another new “feature” has been added that encumbers our tech support workflow….the “Show More/Less” option when bot users reply to a series of questions.
Now we have to click “Show More” to see their full reply! The information we have requested in the bot is VITAL to solving the ticket. If we didn't want to see that information, we would not have asked for it in the bot. So I'm struggling to see the logic in hiding it by default.
It should be SHOWN by default, and hidden as an option.
This really threw me off today when it appeared, as the most vital information was missing from several tickets and it actually caused me to answer a few of our users with a request for details – which they had already provided, but Zendesk had hidden it.
I can see it making sense to hide what the bot says by default, if you're trying to save space on the screen. But to hide the user's input seems quite backwards.
If you make a change this big, it would be so helpful to have it be announced at the very least. Giving feedback after the fact is frustrating, because we know how long it will take to be “fixed” and now we have to deal with an extra click on literally EVERY ticket from the bot.
As with most of these fiddly changes, they should be optional, configurable, etc. Not just assumed to be “better” for everyone.
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Edited Aug 01, 2024 · Marci Abraham
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Marci Abraham commented,
I think shading should be optional and configurable per agent.
Personally, I happen to like background colors to distinguish the bot replies from the user replies BUT the aqua color is not to my liking at all.
We still primarily use Email as our mode of communication, and having to sift through bot responses is hard enough. Every agents should have the CHOICE about how their screen looks in order to accommodate various vision issues.
View comment · Posted Aug 01, 2024 · Marci Abraham
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Marci Abraham commented,
I'm in the same boat. I see that we can download a CSV (I can't guess what that would be used for?) but we cannot upload one. Definitely would like to see this feature.
View comment · Posted Jul 11, 2023 · Marci Abraham
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Marci Abraham commented,
I don't understand what's happening here, because we don't have the same problem. We have an Enterprise account, so I don't know if that has anything to do with it, but our users all end up in the correct org just by putting the domain into the org's account. Most of them use ticket forms...would that have anything to do with it?
Note that I do not have a problem to solve for myself...I am hoping that my experience will help someone else. And that I may better understand how this works, since I am working on a project that relates to this capability.
View comment · Edited Jul 11, 2023 · Marci Abraham
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Marci Abraham commented,
I don't have anything to say at this point that is new or different from what has already been said. I just want to add my name to the list of concerned, long-time customers.
We are a small non-profit and we have invested more and more in Zendesk over the years (nearly 12 years since we started using Zendesk). The cost is very high for our small company already, as we have to pay the exact same price for part-time agents who rarely work tickets as for the primary technical support person. We have chosen the Enterprise plan because of the many features, including AnswerBot, that were supposed to be included. The idea of having to pay more--when we expected that our use of AnswerBot would easily fall into the baseline range and that Flow Builder was simply "included" --is truly concerning.
I appreciate seeing management here, listening and responding to questions. However, I also know in 12 years of using Zendesk that the general trajectory is to increase prices, and listening doesn't always lead to change. We're "stuck" because we have a lot invested in making Zendesk part of our support infrastructure, but I honestly don't know if we can continue through any further price increases. I will continue to monitor this thread and aim to understand the changes and how they will impact us.
View comment · Posted Apr 06, 2023 · Marci Abraham
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Marci Abraham commented,
Totally agree. My beef right now is the change to ticket subjects in the tabs instead of requesters' names. I know that a lot of people asked to have subjects on the tabs, but I've been looking at names for years, and all of a sudden it changed. I used to know my customers by name, and now I am just seeing words that don't connect me with the people. We have forms that intentionally use the same subject line....so if I have more than one of those open, I have no idea which tab is which.
I understand that some people want things one way, and some people want it another way. Everyone is different and different business models have different needs. But to just make arbitrary changes without considering the use case of all the people who like it the way it is...that's just not right.
Things that change the workflow should be OPTIONAL. There should be settings so we can choose how to display our own UI.
This is so frustrating.
And an extra thumbs up on two points Damir made:
- Are support agents really doing that much support on phones? I think a lot of us use big computer screens. Support should not be optimized for small screens....but if it must be, then give us OPTIONS.
- Please focus on performance! I am often frustrated by updating a ticket, then seeing a message that it didn't update because a change was being made. When editing a user's account, I have to wait several seconds after each change. The system should work faster than I can type, not slower.
View comment · Edited Mar 29, 2023 · Marci Abraham
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Marci Abraham commented,
Y'all are going to laugh....but I am so frustrated with the change TO having subjects instead of names! I have spent YEARS getting used to the fact that we see names in the tabs. I have come to know my tickets in that context.
Now I am seeing multiple tickets with non-descriptive subjects (because users don't think about what they are putting in the subject line) and since I have multiple tabs open, I can only see the first few words, which is not really helpful, and it all depends on how the user phrased their subject.
In some cases, I have more than one ticket with the same subject because we have several forms that fill in the subject automatically and intentionally. But now, if I have several of those open, I don't know which one is which.
Another problem is the "next/previous/last" at the bottom of a view. What happened to the numbers? Now I can't tell how many tickets I'm dealing with, how many pages I have to go through, or how much progress I've made. I can't navigate to a particular spot in the queue.
To me, the big message to Zendesk is what @Sisket, Joseph said just above: Stop making changes without options. You can't make everyone happy. We should not all be forced into a single model because every situation is different.
View comment · Edited Mar 28, 2023 · Marci Abraham
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Marci Abraham commented,
Yes, having this feature would be a HUGE help to us. We have a lot of custom fields that are plain text, and these follow up tickets are very misleading.
For example, we support teachers who often provide a list of students who have all have a similar issue. We need that list to be in a plain text format; it cannot be a dropdown. There are several similar fields in the ticket form that are also plain text of necessity.
When the teacher creates a follow up via email, the new ticket has a whole list of students who do not really need help on this new ticket, as well as several other unrelated text fields. It is extremely confusing.
A couple of ideas....
- A setting to simply NOT bring forward ANY fields in a follow up ticket. This should be per brand or per form.
- A setting per ticket field as to whether that field should or should not carry forward into a follow up ticket.
View comment · Posted Jan 11, 2023 · Marci Abraham
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