Tobias Hermanns

Hi,

Will there be ever a option to disable Macro Suggestion into First Replies and only allow Article?

The reason is we always get “most used” Macros recommended for example look like this, it always chose the greeting, so it´s quite useless in that case.

Live Data on Dashboard Restrictions: At this stage, we do not plan to include this feature in our roadmap. We recommend utilizing filtered views to manage live data accordingly.

This is not good….

We want to display for example the “Talk Waiting Queue” or “Agent Status” to different teams, so they can align better each other who take break at which time, or can start meeting when seeing other team agent state or workload in Talk Queue.

Currently they need manually pick their  “Talk Group” and even a Bookmark Filter for all 20 Talk Group / Teams is too much and not “auto select” once we move Dashboard from “All” to “Team”, so multiple clicks required.

Check how Side-Conversation is implemented here. It can easy use in Macro and “Macro_ID” can easy be triggered by API Button. For example:

We can have an AI Internal Comment say “Sentiment is bad, please ask Teamleader for Voucher / Discount Approval".

Agent can execute Macro: “Approval - Discount” this trigger automatic a Approval Request on that Ticket to dedicated people OR GROUP with pre-text we can fill out in Macro (Dynamic Content Support + Custom Fields can be added).

This is for us a MUST HAVE to launch App, without all API.

So we already have Buttons for CSAT in Zendesk Mails “Positive / Negative” which track it by API / Helpcenter.

I think the same may make sense for E-Mail receiver. We have Agents who always work on Agent interface, but especially if we send Approves to Light Agents or Teamleader, they may don´t use “Views” to check Approval regularly.

So quick approve through E-Mail or Views would be more helpful as a link back to Ticket.

Hi Rahul,

as long as we don´t have Templates, Agent need to find related Approval Person quickly.

i.e. Teamleader Name is “Bhavesh”.

He may have 10 User Accounts (his Company Mail, Test Mails, Private Mail, Multiple User named Bhavesh …)

There is only small “Agent Icon” on the list, so chance an Agent send to wrong person is quite high.

In case of External Approver (enduser) can not approve things, as button leads to Error 404 on Helpcenter it anyway doesn´t make sense.

So some setting / optimization around the list should be there. Maybe directly with config rules like Agent X can only select Person Y or depending on Ticket Form / Process only some people will show up as Approver.

Realistic scenario:

A customer want a Warranty Credit and credit need to be approve by two Person:

a) Teamlader for Approve there is no more technical solution
b) Finance for Approce of Credit

App currently can only take 1 Approval per Ticket
Agent need find out a right person out of thousand

Easier:

Form is: RMA
Custom Field is “Credit Request”

Approver List > Agent A
Approver List > Agent B

or

Macro “Credit Request”
> Execute 2 Approval per Template

:)

Thanks!

Hi,

if we send to a Consumer or by mistake, the URL to vote go to error page in Helpcenter, may this need prevented.

Hi,

is there a way to trigger an Approve via E-Mail to the approver?

Does this E-Mail can contain Approve / Deny button?

Hi,

any API available to generate Approve request?

Hi,

is there any way to create a Macro, to start a Approver Session with Template instead  ofalways search manually for names / add similar subjects ad text?

I want quick Approve / Request Actions here.

Thanks.

Jul 18, 2023

Comment actions

Hi Tobias Hermanns,
while we plan to introduce it, live data is not currently available in dashboard restrictions.

Regards,
Walter

Any news here?