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Leandro Albuquerque's Avatar

Leandro Albuquerque

Joined Oct 27, 2021

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Last activity Dec 14, 2023

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ACTIVITY OVERVIEW

Latest activity by Leandro Albuquerque

Leandro Albuquerque commented,

CommentUsing help center search

Hi Zendesk team, is it already available for Community search as well?

View comment · Posted May 16, 2023 · Leandro Albuquerque

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Leandro Albuquerque created a post,

Post Feedback - Chat and Messaging (Chat)

Considering that the new Messaging channel (Webchat, Whatsapp, Social Media, etc.) replaces the Chat Zopim channel, which currently behaves as a synchronous channel, I have noticed in several benchmarkings that companies continue to use the channel as a synchronous one.

Although the channel can be used as sync and async, the fact that transferring the ticket between groups does not generate notification, as is the existing behavior in Chat Zopim, makes it difficult to adopt the solution in the migration of sync channels.

I would like to suggest product evolution to generate notifications for agents in the target group at the time of transfer, in the same way that Chat Zopim works.

Important observation, as mention in the article https://support.zendesk.com/hc/pt-br/articles/4408843683226-Recebimento-e-envio-de-mensagens-de-redes-sociais-no-Espa%C3%A7o-de-trabalho-do-agente-do-Zendesk#topic_cfx_gjk_2mb:~:text=o%20novo%20grupo%20n%C3%A3o%20%C3%A9%20notificado%20da%20reatribui%C3%A7%C3%A3o the solution of View does not work with the same efficiency of working priority service in seconds (the goal is usually up to 30 seconds) as is the behavior obtained when there is sound and visual notification at the top of the screen for agents with notification rotation accordingly with the existing pattern in Chat.

Edited Jan 20, 2023 · Leandro Albuquerque

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Leandro Albuquerque created a post,

Post Feedback - Admin Center

Hi Zendesk team, I would like to suggest an improvement in the Audit Log feature to have more confidence in the data.
Context, during an incident an agent reported that he had not performed an action and due to the fact that there is a Chatbot integration that could have performed the same action as the users, where the tickets related with the chatbot showed the Chatbot action in the same period of the agente, it was not possible to distinguish whether the user had performed the action or a Chatbot calling via API would have performed the action on behalf of the agent.

On that specific occasion, support from the Zendesk engineering team was needed to identify specific logs on the User's edit screen to confirm that it was a manual action by the agent (ticket in Zendesk to facilitate understanding #11089599).

I would like to ask that the case be studied to improve confidence and data that clearly demonstrate actions performed via API and actions performed manually with more details of where the action originated.

Posted Jan 10, 2023 · Leandro Albuquerque

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