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Simon Blouner
Joined Oct 27, 2021
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Last activity Oct 04, 2022
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Latest activity by Simon Blouner
Simon Blouner created a post,
Feature Request Summary:
Agents who are not the original creator of a side conversation, will be added as cc when a secondary agent replies to the same side conversation.
Description/Use Cases:
Agent 1 creates a side conversation with an end user and leaves the ticket
When agent 2 enters the same ticket and wants to add or reply to the side conversation, agent 1 is automatically added as a receiver of the update to the side conversation.
This seems like weird behavior, as I would expect only the intended receiver to receive my new answer to the side conversation.
This behavior has been confirmed as intended by Zendesk Support.
My suggestion would be to create a setting where it is chosen if the original creator of the side conversation will be added in CC in future updates, or not.
Business impact of limitation or missing feature:
In our organization agents are not responsible for tickets from creation to solved, and therefor are spammed by side conversations they have no interest in, only on the basis that they created the side conversation.
They can manually be removed by the updater of the side conversation, but this is often forgotten and is also just a new click added to the workflow.
Posted Sep 28, 2022 · Simon Blouner
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Simon Blouner created a post,
Feature Request Summary:
It would be nice if we were able to categorize Dashboards, similar to the way triggers can be categorized.
Description/Use Cases:
Since we can only schedule an entire dashboard to be sent out, and not e.g. individual tabs of a dashboard, a lot of dashboards are created, for just the purpose of auto-delivery of reports to various people in an organization.
This leaves us with tons of dashboards, in one long list.
Being able to categorize these, filter them, or fix the schedule options, will make life a lot easier for the heavy instances with a lot of Explore usage.
This feature request is however for the categorization of Dashboards exclusively.
I'm imagining something similar to the way triggers can be categorized with custom categories.
The business impact of limitation or missing feature:
When having a long list of dashboards, it quickly becomes too hard to manage and find the exact dashboard you wish to edit.
Edited Sep 23, 2022 · Simon Blouner
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Simon Blouner created a post,
Feature Request Summary:
It should be possible to change the placeholder text in the message field in Flowbuilder/Messaging Widget
Description/Use Cases:
In some cases when a messaging widget is started with a Flowbuilder, the default placeholder in the input field is encouraging the end user to type in some free text. This is inappropriate if the Flowbuilder relies on the end user to click through the Flow and not rely too much on the intents added to the answer. This might leave the end user with a bad first experience with the Flowbuilder.
Adding a custom placeholder will enable us to encourage the end user to click through the Flow if this is the intention.
There are many options as I see it, that would help with this challenge.
- Being able to define the placeholder text, via. script settings like in Classic Web widget, or having the setting in the Widgets settings page in Zendesk admin.
- Being able to hide the message field when in a Flowbuilder, and not show it before a handover has been done/started
The business impact of limitation or missing feature:
As stated above, when a Flowbuilder is heavily relying on click instead of free text search, for what ever reason, the end user will have a bad experience if there is a high chance of the Flowbuilder not understanding the free text input.
Other necessary information or resources:
Posted Sep 20, 2022 · Simon Blouner
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Simon Blouner commented,
Hey Tetiana Gron
Is the roll put delayed?
We do not have it available on pod 17, but on pod 23 and 29 it is available.
View comment · Posted Sep 20, 2022 · Simon Blouner
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Simon Blouner created a post,
Feature Request Summary:
The step type Option should have an option to change your choice as an end-user, reinitiating the flow to go down a different lane
Description/Use Cases:
Customers who are busy often only skim the defined messages and clickable options in a Flowbuilder. Therefore they also often end in a scenario where they are at the end of the flow where they have not received the information they need, and if the fallback flow provides it, they will just choose to contact customer service agents.
They will either reach out to customer service or try and find the help they need now by searching in the message field. This can be a challenge in Flowbuilders that contain huge configured answers, as the intents might not be precise enough, due to the amount of content one answer is covering.
The business impact of limitation or missing feature:
The impact of this that we are seeing, is that where the Flowbuilder actually contains the information the customer needs, is not found by the customer because they are not able to scroll back up the conversation to change their clicks in previous Option steps.
This ultimately ends up with the customer reaching out to CS agents, which means we're missing out on deflection scenarios simply because the customer is not able to change his/her click in the Options step types.
See screenshots below for examplification:
Edited Sep 08, 2022 · Simon Blouner
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Simon Blouner commented,
Hey Miranda Burford
This is a must-have feature, as I'd imagine the black doesn't match with a lot of brand colors.
For us, it is looking bad as well.
Do you by any chance have news to share with the addition of changing the icon color and header text color in-widget?
I see that the Zendesk widget present on this very Help Center has a different icon and color - must be because the Zendesk team did something custom.
Can you share the solution on what they did, so the impatient customers can get a proper-looking widget as well?
View comment · Posted Jun 03, 2022 · Simon Blouner
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Simon Blouner commented,
Hey @...
I'm sorry to inform you, that what you are stating above is not correct.
When handling chats in regular Zendesk Chat, shortcuts are suggested if you simply type the first few words of the content of the shortcut - also without adding the "/" as a start.
See screenshot below:
View comment · Edited Mar 03, 2022 · Simon Blouner
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Simon Blouner created a post,
Feature Request Summary:
Having the Translate bar in Chat in Agent Workspace is an annoyance and distraction if not needed.
Description/Use Cases:
If working in a segment where 99% of the end-users are speaking the same language, the current default is that the translate bar will show for all chats, and the agent has to hide it.
It would be better if:
- .. the agent's choice of hiding the translate bar, will be session-stored/cookie-stored so that the translation bar won't show until reactivated by the said agent
- .. there was a global setting to completely deactivate it.
The business impact of limitation or missing feature:
In high volume chat instances, with only one language being used, the translate bar is an annoyance to many people, who need to only have elements on their screen they need to use.
Edited Feb 25, 2022 · Simon Blouner
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Simon Blouner created a post,
Feature Request Summary:
Make shortcut suggestions work the same way in Agent Workspace as it works in regular Zendesk Chat
Description/Use Cases:
The way to use chat shortcuts in Zendesk Agent Workspace is not the same as in Zendesk Chat.
In Zendesk Agent Workspace the agent is forced to use "/" before being able to apply shortcuts.
Also, to search for shortcuts in Agent Workspace, the agent is forced to search for the shortcut name.
In Zendesk Chat, the agent does not need to enter "/", and is also not needed to search for the shortcut name, but can simply start to type the beginning of the sentence in the shortcut, and Zendesk Chat will suggest the shortcut to the agent.
The business impact of limitation or missing feature:
Due to the change of functionality of shortcuts in the agent workspace, agents are spending more time in the chats, searching for the shortcuts with names they are rarely referencing to, increasing the AHT of chats.
The lack of functionality for shortcuts in Agent Workspace is increasing the time it takes for agents to adapt to the new Agent Workspace.
Posted Feb 24, 2022 · Simon Blouner
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