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Elaine Tan's Avatar

Elaine Tan

Joined Nov 08, 2022

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Last activity Nov 14, 2024

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ACTIVITY OVERVIEW

Latest activity by Elaine Tan

Elaine Tan commented,

CommentPublishing and sharing dashboards

Walter Bellante,

Can the scheduled delivery be set without a restricted interval, making it permanent? Admin will edit when they need.

We would appreciate it if valuable features from the legacy dashboard could be restored.

View comment · Edited Nov 14, 2024 · Elaine Tan

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Elaine Tan commented,

CommentPublishing and sharing dashboards

Hi Zendesk Team, Walter Bellante 

I’m reaching out to provide some feedback on the new dashboard, and I hope it will be considered seriously.

Firstly, while the dashboard allows exporting reports as PDFs, the scheduled reporting feature only offers CSV or Excel formats. This limitation reduces the usability of scheduled reports, as PDF exports are often more suitable for sharing and presentation.

Additionally, the new fixed intervals for report scheduling (1/3/6/12 months) are restrictive. We would appreciate it valuable features from the legacy dashboard could be restored.

We’re not asking for new features—just for the functionality that was already available and met our needs.

View comment · Edited Nov 14, 2024 · Elaine Tan

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Elaine Tan commented,

CommentUsing Built by Zendesk apps

Dear Zendesk Team, 

I wanted to take a moment to share some feedback from my working group on the Relay App. We hope this can be forwarded to your developer team, as we genuinely love using Zendesk and we look forward to the continuous improvement of new functions.

How Our Customer Service Support Intends to Use Relay:

  • While Zendesk sees this as a marketing feature, our support team finds it useful for following up with customers when we only have their phone number and prefer not to call.
  • For example, we’ve created a generic follow-up message template in Relay. 
  • To execute this, we will create end-user profiles in Zendesk and add tags to them, allowing us to select the specific audience to send notifications.

Our Marketing’s Perspective on Using Relay:

  • Our customer base does exceed the 1,000 free tier limit, thus it is not cost-effective to use Relay for large-scale campaigns.
  • For many companies, including ours, we would prefer to use our own CRM software for unified campaign management rather than relying on Relay, which is limited to WhatsApp or SMS.
  • There are also concerns about the lack of an Unsubscribe Button in WhatsApp, which could lead to customers blocking our official WhatsApp Business Account if they continue to receive unsolicited campaigns.
  • Therefore, our marketing team still prefer to stay with our own CRM, focusing on push notifications via mobile apps and EDM/newsletters etc. These methods allow us to track performance and SEO, which is a feature currently unavailable in Relay.

We hope this feedback is helpful and we look forward to seeing how Relay evolves. Thanks!

View comment · Edited Jun 19, 2024 · Elaine Tan

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Elaine Tan commented,

CommentEnd-user guide for Help Center

Love this feature, but just a waste that it is only for signed-in users. Please make this feature also available for all users!

View comment · Posted May 29, 2024 · Elaine Tan

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Elaine Tan commented,

CommentTicket basics

Zendesk, could you answer to @Anna Billings comment dated July 21, 2023. 

Our account is experiencing a similar issue with "Interactions." We can't view the entire interaction history, even though the User Profile displays a long list that isn't appearing in the interactions section.

Question: Is there a limit to full parameters around which past interactions will show up?

This is what we see under the Interaction List:

This is what we see under the User Profile:

 

View comment · Posted Mar 01, 2024 · Elaine Tan

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Elaine Tan commented,

Community comment Feedback - Chat and Messaging (Chat)

Is there a way for admins to see how MAUs have been used over the past month, both by brands and by channels? I just thought that seeing only the current month wouldn't be very helpful.

 

View comment · Edited May 16, 2023 · Elaine Tan

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Elaine Tan commented,

Community comment Feedback - Chat and Messaging (Chat)

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View comment · Posted Mar 27, 2023 · Elaine Tan

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Elaine Tan commented,

Community comment Q&A - AI and automation

This is what ChatGPT recommends, would like to hear more from Zendesk!

To link ChatGPT with Zendesk, you can follow these steps:

  1. Set up a webhook in Zendesk: In your Zendesk account, navigate to "Settings" and then "Extensions". Click on "Add Target" and select "Webhook" as the target type. Enter the URL of the webhook endpoint you want to send data to. This will be the URL of the API endpoint where ChatGPT is listening for incoming requests.

  2. Configure ChatGPT to receive data from Zendesk: You will need to configure ChatGPT to receive data from Zendesk. This will typically involve setting up an API endpoint in your ChatGPT application that can receive incoming requests from Zendesk. You will also need to provide any necessary authentication credentials to enable Zendesk to send data to your ChatGPT application.

  3. Define the data you want to send between ChatGPT and Zendesk: Decide on the data that you want to send between Zendesk and ChatGPT. This may include data such as user information, ticket details, and any other relevant information that ChatGPT needs to respond to customer inquiries.

  4. Set up the integration: Once you have completed the above steps, you can set up the integration between ChatGPT and Zendesk. This may involve configuring rules and triggers in Zendesk to send data to ChatGPT when certain events occur, or configuring ChatGPT to automatically send responses back to Zendesk when it receives incoming requests.

  5. Test the integration: Once you have set up the integration, it's important to test it thoroughly to ensure that data is being sent and received correctly between ChatGPT and Zendesk. You may need to tweak your integration settings and test it multiple times to ensure that it's working as expected.

Overall, integrating ChatGPT with Zendesk can be a complex process, but it's an important step in building an effective chatbot solution that can provide timely and accurate support to your customers.

 

View comment · Edited Feb 28, 2023 · Elaine Tan

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