Shayan Moussawi
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Total activity258
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Last activity
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Activity overview
Latest activity by Shayan Moussawi-
Shayan Moussawi created a post,
Feedback Agent Availability API: Parameter needed GROUP
So I have been experimenting with an implementation on the front end of our help center that uses the agent availability API to check whether agents in a particular group are Online - and if they a...
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Shayan Moussawi commented,
Hello there Zac Garcia,Is the redesign of the agent home dashboard still in development? And if so, is there an EAP planned any time soon?Some things that would help us for the agent dashboard to r...
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Shayan Moussawi commented,
Thank you for taking the approach of listening to your customers - although I do hope actual actions are going to follow. For me the pricing announcement is indicative of Zendesk's recent changes a...
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Shayan Moussawi commented,
Q: Do you have updates on when Skills-based routing will be available for Messaging? A: Yes! We have Omnichannel routing available for Agent Workspace. Resources: Enabling and configuring omnichann...
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Shayan Moussawi commented,
With simplified email threading enabled - private comment notifications that agents receive, no longer show the person who posted the comment. This is quite bothersome - are there any plans to upda...
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Shayan Moussawi commented,
Hello @Dainne Lucena, There are no additional apps that I have installed. For us, if an external ID was submitted via API, it would be displayed in the customer context panel. The feature also st...
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Shayan Moussawi commented,
If you are willing to use another app on top: I recommend the Hide Ticket Fields app. It allows you to hide even the Brand and Form fields. Apart from that, there seems to be some documentation on ...
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Shayan Moussawi commented,
„ Zendesk messaging] - External id provided in the authenticated visitor API will now be surfaced against the External id field of the User Profile. If the external id provided with the API matches...
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Shayan Moussawi created a post,
Why was the display external ID in customer context panel feature disabled yesterday?
AnsweredLast week Zendesk introduced a new feature, which would allow agents to see the customer external ID in the user/customer context panel. (there was also a green verified logo right next to it) This...
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Shayan Moussawi commented,
Points 1 and 4 should be alleviated with this new feature of Zendesk Agent workspace which says that Tickets should open at the top of the last unread message: https://support.zendesk.com/hc/en-us...