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Chase Dungan

Joined Oct 05, 2024

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Last activity Oct 05, 2024

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Latest activity by Chase Dungan

Chase Dungan commented,

CommentZendesk messaging

I also strongly agree with Viachaslau Skorbezh who commented “It would be better if a client could mark the conversation as completed on their side”.

 

Why was this removed? Customers should be able to end a chat and now they cannot. Now if they reach back out days later for an entirely different issue, it will not alert staff that there is a new conversation/incoming chat. It may easily be missed because it's just creating a new message on the same existing ticket.

View comment · Posted Oct 05, 2024 · Chase Dungan

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Chase Dungan commented,

CommentZendesk messaging

This has been a frustrating update so far for me and my team. Triggers are not working as expected, even after reading through several of the articles in zendesk help to figure out a solution. 

 

Additionally, I have ending messaging sessions turned on, which states “Once ended, no more replies can be sent via messaging and a new message from the customers will open a new ticket.” However, this is not the case. Through several hours of testing this, new messages from customers after an ended session do NOT open a new ticket and instead just create a new message on the same existing ticket. There is NO alert or notification to inform staff that the customer is reaching out for help again. It just shows as a little red dot next to the bell icon. One would have to actively be going back to look at this bell icon to know the customer reached back out. Unlike a new conversation, where there is a sound and easily visible jumping green rectangle to inform staff that a customer needs help.

 

This is really interfering with our workflow and we have already received 2 “bad” ratings as a direct result of this switch to Messaging, and it's only been 24 hours since we made the switch. Very disappointing that a “fix” was rolled out by Zendesk for something that was never broken.

View comment · Edited Oct 05, 2024 · Chase Dungan

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