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Donna Haddigan

Joined Aug 25, 2023

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Last activity Feb 13, 2025

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ACTIVITY OVERVIEW

Latest activity by Donna Haddigan

Donna Haddigan commented,

CommentZendesk messaging

We need to be able to:

 

1) Include placeholders in messages sent via messaging trigger, and 

2) Automatically send a message to end users that haven't responded to the agent's message after 5 minutes have passed, then send another message and auto-solve the convo if there are no further end user replies after another 5 min. 

View comment · Posted Feb 04, 2025 · Donna Haddigan

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Donna Haddigan commented,

Community comment Discussion - Tips and best practices from the community

I'd love to see this as a feature well - 

"… we would like to present a button for the requester to inform us IF the request can be marked solved, now that they received all necessary instructions via the auto-response. ONLY if the requester clicks on the button "YES my issue is resolved" we want the ticket to go into solved status."

View comment · Posted Nov 11, 2024 · Donna Haddigan

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Donna Haddigan commented,

Community comment Feedback - Admin Center

Agree with all of the above - We'd like to make bot performance a KPI for our content team, since they manage the info the bot pulls from; but they cannot access the bot to make the appropriate adjustments (ie. business changes that affect intents, etc.). We need to be able to add AI Bots as an option within setting up custom roles.

View comment · Posted Oct 21, 2024 · Donna Haddigan

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Donna Haddigan commented,

CommentRouting

Can we introduce the capability to route multiple new or open+unassigned tickets from the same end user to the same agent vs. sending these to multiple? This would save us from some double work + giving conflicting resolutions. 

View comment · Edited Apr 24, 2024 · Donna Haddigan

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