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Jason

Joined Dec 05, 2021

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Last activity Jun 19, 2023

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ACTIVITY OVERVIEW

Latest activity by Jason

Jason created a post,

Post Feedback - Ticketing system (Support)

When a customer replies to us by email, we get their message plus, underneath their message, the entire email thread. One of your reps asked me to try something in the trigger to turn this off, but it didn't work. So, if a customer sends three separate msgs, you get the entire thread under each msg. User experience 0 out of 10. There must be a way to turn this off, as it's really poor experience

Posted Jun 19, 2023 · Jason

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Jason commented,

CommentTicket customization

Hi. To go alongside the 5000 character limit, you should have a character counter when you type (unless I am missing it and it can be activated somewhere). We do need to send some larger messages but have to then check the characters over on another platform. Can't you add a character counter?

Thanks, Jason

View comment · Posted Jul 11, 2022 · Jason

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Jason commented,

CommentThird party and social messaging channels

I've just migrated to the agent workspace and linked our FB and Insta channels. Why don't they show up in the Channels> Messaging page? When I click to add Channel and try each one again, it says they are already connected (but not visibly connected as far as I can see). Can someone help me or open a ticket so I can attach screenshots or give account assumption for someone to check it? (the attach image button isn't working to add them to this msg either). Thanks. Jason

 

View comment · Posted Jun 24, 2022 · Jason

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Jason commented,

CommentTicket basics

Feedback: People have mentioned this already but @Zendesk, have you honestly used it to handle tickets? Having to resize the boxes to see all the text and msgs and if you have to send a long reply etc is really badly designed. It's a poor user layout. And please put the most recent back at the top again. I'm more than happy to embrace change but when it improves a flow or process.

This is the trouble sometimes, people in businesses making too many unnecessary tweaks. I hope this will improve in future. I'm already very close to switching to another provider after such poor service from you on an ongoing ticket. 

View comment · Posted Jun 24, 2022 · Jason

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Jason created a post,

Post Feedback - Ticketing system (Support)

I'd like to be able to do something like this, to inform our customers of our current response times (or something along these lines)...

Your request ({{ticket.id}}) has been received and is being reviewed by our team. 

We will get back to you in the next ({{efficiency.1st reply time.last 7 days}}) hours.

Posted Apr 26, 2022 · Jason

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