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Chris Batt

Joined Jan 18, 2024

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Last activity Jan 29, 2025

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ACTIVITY OVERVIEW

Latest activity by Chris Batt

Chris Batt commented,

CommentAI agents and automation best practices

Is this still supported? In the Live Chat API Reference it says:

 

Important: The Zopim Chat REST API at www.zopim.com/api/v2 is being phased out in favor of {subdomain}.zendesk.com/api/v2/chat. Both APIs will be available concurrently until February 28, 2025, allowing customers time to transition at their own pace.

 

But it doesn't seem the Real Time Chat REST API, which supports the endpoints for getting chat metics (eg: `/stream/chats/{metric_key}` or specifically `/stream/chats/agents_online`), is set up to use the `{subdomain}.zendesk.com/api/v2/chat` domain. 

We would love to enable this, but only if it's still gonna work next month :-) 

View comment · Posted Jan 29, 2025 · Chris Batt

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Chris Batt commented,

CommentTicket management

+1.


Would love to see this feature get more attention, but I can appreciate how complex everything is - there are a lot things to consider when essentially rewriting the timeline. Currently being able to modify the tags isn't really useful for us, but once we have access to edit ticket fields and custom fields, we will immediately be bringing our decade of ticket history up to date with current fields and practices. 

View comment · Posted Aug 14, 2024 · Chris Batt

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Chris Batt commented,

CommentUsing themes and customizing your Help Center

It's been 18 months since the last ask to sync with GitLab, so I'll add my +1. Rather than hooking up a custom integration, I would love to see it natively supported. 

View comment · Posted Aug 01, 2024 · Chris Batt

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Chris Batt commented,

Community comment Feedback - Voice (Talk)

I see updates to this Feature Request that link to the general announcement of custom OmniChannel Routing Queues in two different comments from ZD but nowhere in that page does it mention “Talk”, “Complex Queues”, or “Advanced Queues”. 

Can someone link an article or provide some quick steps for setting up the "maximum queue wait time per number"  that this request is asking for?

View comment · Edited Jul 11, 2024 · Chris Batt

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Chris Batt commented,

Community comment Feedback - Ticketing system (Support)

+1 
Looking for native support for this in trigger options. I have some apprehensions about relying on the workaround, as it is not bound explicitly to the product, it's just kind of a hack. If there is ever a change in how the call information is translated to the ticket, it could cause the string matching to fail and break the trigger workflow. I really hope this can make it on to the roadmap. 

View comment · Edited Jun 18, 2024 · Chris Batt

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Chris Batt commented,

CommentWeb Widget documentation

The last paragraph doesn't match what we're seeing in production, and seems to contradict itself:

Zendesk uses the external ID as the primary identifier, with email addresses being used only if no matches are found for the external ID. 

So we expect that if we send the `external_id` and `email` in the JWT, and the `external_id` is not matched to a user, but the `email` is matched to a user,  that user is authenticated. However, we observe some vastly different outcomes depending on whether we're testing in Sandbox vs. Prod, or whether the user has a verified or unverified email address, or whether we include `email_verified` in the JWT, but there is no scenario we've seen where a user is authenticated as an existing user when the `email` matches and when the `external_id` doesn't. We see instead, a new user is created, or the login request fails. The latter outcome seems to agree with the next sentence following the one above:

If, however, an email address presented in a JWT is already associated with a different external ID, Zendesk rejects the JWT and the end user's login attempt fails.*

Which is essentially saying “if the external_ids don't match, but the emails do, we authenticate the user, except if the external ids don't match”. So my question would be under what circumstances exactly would the `email` be used to authenticate the user as a fallback when the external ids don't match?

* this was not the case in sandbox testing, where we never saw logins fail, and a new user was created each time, which was seriously confusing why sandbox would behave different than prod. The results were also different in that depending on the user's email verification status, the newly created user would inherit the email, and multiple results would be returned from the API search endpoint when querying on the email. This all made testing and implementation incredibly difficult. 

View comment · Posted Jun 11, 2024 · Chris Batt

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Chris Batt commented,

CommentViewing and using dashboards

I know this has been mentioned several times in the comments here, but is there anything on the roadmap for providing the “Agent workload vs. Capacity” as a dashboard without having to ‘Drill in’ to a widget?

The widget (eg “Support - Agents Online”) just gives me a number, and it seems really silly to provide that to other admins along with the instructions “just click the number, then click the “drill in” button that pops up" when that's all anyone wants to see. Is there a way to create this view as a widget? It's so useful, and exactly what we (and apparently others) are looking for, and it's obscured away behind several clicks.

Again, if I'm missing a step where I can display this view another way, or build it myself, I would love to know. Thanks.

View comment · Posted Jun 11, 2024 · Chris Batt

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Chris Batt commented,

Community comment Feedback - Help Center (Guide)

Was searching around for an hour before I found Morgan's comments which summed up exactly the problem we are facing. I'm so glad I found this post so I can upvote it. 

We are looking to move our Bot into prod ASAP, so it would help to know if this is on the roadmap, if it will be here tomorrow, or if we're just going to have to bite the bullet and test live. 

It's really asking a lot to trust in this feature without testing it. I trust that it can be good and will be good, but if it annoys enough people getting off the ground while live testing, I'm sure we'll get calls to use other bots.

Please, if there's any info about a roadmap for this feature, please share it. 

Thanks :+1:

View comment · Posted Jan 18, 2024 · Chris Batt

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