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Driesen, Christian

Joined Nov 07, 2022

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Last activity Oct 25, 2023

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Latest activity by Driesen, Christian

Driesen, Christian commented,

CommentGetting started with Zendesk AI

I am also pretty disappointed that Zendesk changed it's view on pricing for Advanced AI. A year ago you stated that Advanced AI comes free of charge for Enterprise and Suite Users. Now it's an additional 50 Euros per Agent for the add-on. Sorry, but this is unbearable and I do not see the cost/value proposition here. For us it would be 27K extra expenses and I hardly believe that AI will save me that kind of money (we are doing only 2nd and 3rd Level support). 

View comment · Posted Oct 18, 2023 · Driesen, Christian

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Driesen, Christian commented,

Community comment Feedback - Ticketing system (Support)

We were just transferred to the "agent workspace" and we have the same problem here. It is absolutely confusing seeing email threads in wrong chronological order. While the newest message is on top, the comment box is on the bottom. Even worse, older messages appear next to the comment box - it is so confusing for every agent, especially when the conversation got long. 

I see that this thread here is fairly old and Zendesk did not change anything. Wouldn't it be a nice feature, if we could decide ourselves, where to put the comment box? 

View comment · Posted Mar 20, 2023 · Driesen, Christian

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Driesen, Christian commented,

Community comment Feedback - Ticketing system (Support)

Dear zendesk, 

I am sorry to hear that you put this feature request in your backlog (meaning: you are not supporting it in the near future). There is a lot of feedback here since 2020 and you are not responding to it. 

Working in softtware development myself, I'm wondering which features are more important to you in Zendesk support. For us a lot of your recent distributed features are not important - this one though would be. 

View comment · Edited Nov 07, 2022 · Driesen, Christian

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