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Lauren Williams

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Activity overview

Latest activity by Lauren Williams
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    Lauren Williams commented,

    Hi, is there anywhere that the questions asked on this day are stored to take a look? Thanks

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    Lauren Williams commented,

    Hi, what's the latest on this. Any idea if it's something that'll be coming anytime soon. I agree with all previous posts in this thread and have very similar use cases like everyone else so it'd b...

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    Lauren Williams created a post,

    Zendesk's own web widget

    Answered

    Hello, I've recently noticed that when talking to the Zendesk team via chat, when minimising the widget I have to go back into the menu, click Help and Feedback, then click Help to re-open the widg...

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    Lauren Williams commented,

    Hello, not sure if it's the best thing to do in re-opening this but I think my query maybe similar... Agent's average response times are inclusive of any potential wait times (right?). If so, we'd ...

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    Lauren Williams created a post,

    Reflect deletion of chat tickets in Analytics

    Answered

    Hi,  I've recently been advised that when deleting a chat ticket in Support, this doesn't reflect in the  Chat Analytics. Nor does deleting the transcript from the Chat History subsequently reflect...

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    Lauren Williams created a post,

    Productivity Codes

    Answered

      Hi,  With the release of being able to see when agents are online, away, or invisible I'd like to know whether there's anyway in which we can implement our own codes within chat so as to be like ...

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    Lauren Williams created a post,

    Agent/Customer Disconnection Report

    Answered

    Hi, is there any way to tell from transcripts or any other data when a disconnection happens whether it was the agent's internet/pc or the customer's? We've had a customer threaten to commit suicid...

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    Lauren Williams commented,

    Yes. Agent's don't really need a reminder as they know they should be online. We've many agents who've been using chat in the business for well over a year, and specifically Zendesk for around 6 mo...

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    Lauren Williams created a post,

    Suppress prompt coming from the Operating Hours?

    Answered

    Hi,  Is there the opportunity to suppress the "go online/remain invisible" from the Operating Hours? It would be good to have an option that's configurable so as Team Manager's can set it for some ...

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    Lauren Williams commented,

    Hi, sorry but could you re-read my question. I'm aware we can automate sending the transcript, however, that's not something we want to do.