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Syafiq

Joined Oct 28, 2023

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Last activity Feb 07, 2025

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ACTIVITY OVERVIEW

Latest activity by Syafiq

Syafiq commented,

CommentZendesk messaging

Adding on messaging trigger condition where messaging changed from Active to Inactive would also greatly helpful to manage customer expectation while keeping the customer engaged.

 

Its so that we can fire trigger to send message when customer not responding within x amount of time without the need for agent to kept following up with the conversation manually.

View comment · Posted Feb 04, 2025 · Syafiq

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Syafiq commented,

Community comment Feedback - Chat and Messaging (Chat)

Any status on this feature? 

I'm using live chats as well as messaging and hoping this feature could address both channel

View comment · Posted Jan 27, 2025 · Syafiq

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Syafiq commented,

Community comment Feedback - Admin Center

+1

In my company, multiple teams working on different tasks in Zendesk, and the Answer Bot is handled by a specific team. However, we can’t provide Admin access to all personnel, as that role allows changes beyond just creating or editing the Answer Bot, which involves sensitive access. It would be ideal if there were an option to limit access specifically to certain roles without granting full administrative privileges.

View comment · Edited Dec 11, 2024 · Syafiq

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Syafiq commented,

Community comment Feedback - Reporting and analytics (Explore)

+1 on this. Any update yet?

View comment · Posted Nov 11, 2024 · Syafiq

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Syafiq created a post,

Post Feedback - Chat and Messaging (Chat)

The end messaging session feature has been great for my agents. Just my two cents: it might be helpful to add a trigger option that automatically ends the messaging session without requiring agents to manually close it. For example, if an agent sends a specific macro or uses a shortcut, it could trigger the session to end once the message is sent. This would give agents the flexibility to either follow up with end users within the same session if the inquiry or issue hasn’t been resolved, or end the session once it has been resolved—preventing any new messages from coming in if the agent forgets to manually end the session

Posted Nov 06, 2024 · Syafiq

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Syafiq commented,

Community comment Feedback - Reporting and analytics (Explore)

+1

 

Somehow, there's cells with null values retain whilst it can just be merged. Also requires extra effort to merge those cells using Excel

View comment · Posted Oct 23, 2024 · Syafiq

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Syafiq commented,

Community comment Feedback - Reporting and analytics (Explore)

+1

 

My instance is integrated with JIRA, and I’ve created custom attributes that return a timestamp when a custom field based on JIRA status is updated. To calculate the duration from the Open to Solve status in JIRA, I would need to use the date_diff formula between the two custom attributes timestamp

View comment · Posted Oct 23, 2024 · Syafiq

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Syafiq commented,

Community comment Feedback - Chat and Messaging (Chat)

I couldn't agree more. We definitely need this to cater to our customers' needs as well as optimize our agents' workflow. Cloning tickets is definitely not a scalable option.

View comment · Posted Jun 14, 2024 · Syafiq

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Syafiq commented,

Community comment Feedback - Reporting and analytics (Explore)

+1

View comment · Posted May 24, 2024 · Syafiq

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Syafiq commented,

Community comment Feedback - Ticketing system (Support)

+1

View comment · Posted May 16, 2024 · Syafiq

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