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Lucy Husband

Joined Aug 11, 2022

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Last activity Feb 14, 2025

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ACTIVITY OVERVIEW

Latest activity by Lucy Husband

Lucy Husband commented,

Community comment Feedback - Ticketing system (Support)

I have read the entire thread of comments and agree with all - I have held off using this feature for the sole purpose that we cannot take the risk of the customer being informed - we merge tickets that contain sensitive data and it is vital we do not cause any confusion for our customer.  Please consider this for development, it seems like this will be a welcome update for all! 

View comment · Posted Nov 06, 2024 · Lucy Husband

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Lucy Husband commented,

CommentZendesk messaging

Hello, 

I am not sure why we would use this over messaging flow bot? We migrated from Live Chat to Messaging as per ZD recommendation and set up flow bot to greet, gather date and let our customers know when we are offline using our schedule. Why would this be a better idea? I am keen to understand what the differences are?

Kindest, Lucy

View comment · Posted Jun 28, 2024 · Lucy Husband

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Lucy Husband commented,

CommentMeasuring success

If we are on Support Essential and do not have the ability to set up SLA does this mean our reporting is based on being available 24/7 and does not take into account weekends and out of hours?

 

View comment · Posted Jun 13, 2024 · Lucy Husband

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Lucy Husband commented,

Community comment Feedback - Ticketing system (Support)

I echo this, the integration is extremely limited and does not feel as though it makes sense to use as best practice.

View comment · Posted Apr 18, 2024 · Lucy Husband

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Lucy Husband commented,

Community comment Q&A - Chat, messaging, and widgets

Hello, 

If you select 'Comments on a post create new tickets', you have no visibility to what the post is and so all you see is a ticket with a comment that does not link to the original post. Is there a way to see what post the comment is on?  My team are having to switch back to Meta Business to find what post the comment is on for context, before they are able to reply. I like the idea of having individual comments come through as tickets as this is great to see my teams work volumes when reporting, however this integration is creating more work. I want to work smarter, not harder.

I am keen to understand what value Zendesk feels this limited integration has and if there are development plans?

View comment · Posted Apr 18, 2024 · Lucy Husband

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Lucy Husband commented,

Community comment Q&A - Chat, messaging, and widgets

Hello, on the contrary to this example, is there a way to mark the DM in socials as done/solved/closed so that our social team/founder do not log into FB Meta Business Suite and freak out thinking our Customer Care Team have not been responding to our customers by seeing a huge volume of DMs sat there? - it would keep social clean and make it easy to identify what should be picked up outside of Zendesk?

View comment · Posted Mar 07, 2024 · Lucy Husband

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Lucy Husband commented,

CommentMigrating to messaging

I am aware that the switch to messaging will happen on 18th Sept 2023, we find Live Chat perfect for our needs and do not want the Flo bot answer steps appearing in our web widget, is there a way to keep the Live Chat in place instead? We need the functionality that when all agents are offline at random times during the day, our live chat can reflect this. I also do not want customers to have to click through to speak to an agent, I do not want to give customers questions before being transferred to an agent?

View comment · Posted Sep 14, 2023 · Lucy Husband

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Lucy Husband commented,

CommentMigrating to messaging

Hey I am really confused. We use Live Chat embedded on our website, we began with Flow builder but chose to only use Live Chat - does this switch impact this in any way?

View comment · Posted Aug 04, 2023 · Lucy Husband

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Lucy Husband created a post,

Post Feedback - Chat and Messaging (Chat)

When a live chat ends the chat transcript is sent via email to the user. However, the subject of this email is Chat Transcript with 'user name'. Shouldn't this be Chat Transcript with 'Business Name' to make it clear to the user the name of the business that Live Chat was with? It just seems odd that the customer would receive an email telling them they had a live chat conversation with themselves?

Posted Nov 07, 2022 · Lucy Husband

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Lucy Husband commented,

Community comment Feedback - Chat and Messaging (Chat)

This is something we could really use, being able to keep branching out to another flow. If a user has another shipping related question, a new flow of related shipping answers should be able to link in here to save the user having the need to start over or think of key words.

View comment · Posted Oct 27, 2022 · Lucy Husband

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