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Alan Pugh

Joined Nov 04, 2021

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Last activity Feb 19, 2025

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ACTIVITY OVERVIEW

Latest activity by Alan Pugh

Alan Pugh commented,

CommentWorkflow best practices and recipes

Brenda Piersak Not yet, it's something I'll need to add as a product suggestion. When I get around to that I'll post it here.

View comment · Posted Oct 07, 2024 · Alan Pugh

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Alan Pugh commented,

CommentWorkflow best practices and recipes

Rafa, messaging tickets do update via chat transcripts, but the first transcript isn't posted until ten minutes in. 

What we'd like to do is have a capacity for inactive conversations, as the uncapped scenario isn't ideal for small teams where only one person is “on chat” at any given time and the rest are focusing on backlog. With this method, the person “on chat” gets all the inactive conversation backlog, which isn't what we want. 

View comment · Posted Sep 20, 2024 · Alan Pugh

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Alan Pugh commented,

Community comment Feedback - Chat and Messaging (Chat)

Adding a use case here:

We conduct account/transaction reviews and often reach out to our users via the email channel in Zendesk to request documentation. However, sometimes these messages are missed because they go to spam or the user is not actively checking their email.

We would prefer to send a notification directly in our app since that's where the user is doing most of their work. 

View comment · Posted Aug 20, 2024 · Alan Pugh

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Alan Pugh commented,

Community comment Feedback - Chat and Messaging (Chat)

My goal is to use the first message the end user sends in the Messaging Widget as the subject.

I've managed to create a webhook to update the subject of a Messaging ticket automatically, which is pretty straightforward.

What I'm struggling with is getting the first message sent by the end user in the Messaging widget, which doesn't seem possible without a real-time API. 

The Tickets endpoint doesn't pull in the chat messages as comments, and the Event Audits endpoint pulls in the entire conversation as a single comment. Any other thoughts on how to pull in a single message in real time?

View comment · Posted Jun 17, 2024 · Alan Pugh

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Alan Pugh commented,

Community comment Feedback - Ticketing system (Support)

Amisha,

Thank you for the update. I certainly understand the explanation and the desire to default toward safer outcomes, and I see  how this approach feels like a shift in that direction. 

If I'm not mistaken, the white-vs-yellow agent UX for public and private comments has applied to all versions of agent workspaces for a number of years and addresses this in a consistent, visible way.

On the other hand, “internally-generated tickets which require agents to contact end users” seems to be a common workflow for Zendesk users. I'm not convinced that disrupting this workflow is necessary to prevent accidental public comments when the UX does such a great job of addressing this already. 

I appreciate the quick response and hope that we can find some level of compromise to bring back this functionality, at least optionally for those who rely on it.

 

View comment · Posted May 29, 2024 · Alan Pugh

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Alan Pugh commented,

CommentTicket management

Patrick Bu Jonassen Matt G. I've created a feature request to make this optional if you'd like to upvote it: https://support.zendesk.com/hc/en-us/community/posts/7310882774426 

This is having a major impact on our team and the explanation that it's an improvement in logic doesn't track. The feature is called “Public by default” and the improved logic is to make some tickets not public by default. It breaks the feature.

View comment · Posted May 23, 2024 · Alan Pugh

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Alan Pugh created a post,

Post Feedback - Ticketing system (Support)

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

 

I would like the “Public by default” setting apply to tickets which only have internal comments, as it did prior to this rollout. This could be an optional setting, or even a workaround using a trigger or automation. This issue affects all agents on our support team, as we heavily rely on internally-created action tickets which require us to reach out to our users.

 

What problem do you see this solving? (1-2 sentences) 

 

Each internally-created ticket which requires an agent to reach out to a user now requires an extra two clicks. For our team, this is around half of our ticket volume. 

 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

 

This problem affects upwards of 100 tickets per day on our small team. This change has a major impact on ease-of-use and productivity due to the extra steps required. 

 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

 

No workarounds are currently available. Neither triggers nor automations allow setting the comments back to public. 

 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

 

Assuming that rolling back the update is not an option: Ideally, the “Agent comments via email are public by default” setting under Tickets - Settings in Admin Center would have an option to apply the setting to tickets with internal comments only. 

Posted May 23, 2024 · Alan Pugh

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Alan Pugh commented,

Community comment Q&A - Reporting and analytics

James G This worked perfectly to resolve my issue, and I'm confident it will help others looking for the same thing. Thanks for sharing!

View comment · Posted Mar 21, 2024 · Alan Pugh

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Alan Pugh commented,

Community comment Q&A - Reporting and analytics

The link that's shared here and on other articles about this topic is dead: https://support.zendesk.com/hc/en-us/articles/4408823511706

Any way we can get this updated? Trying to create a data filter in the reporting dashboard beta for Updater Name and exclude end users.

View comment · Posted Mar 11, 2024 · Alan Pugh

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Alan Pugh commented,

CommentUsing legacy AI agent functionality

Daniel Aron Brett Bowser

Is there anything on the roadmap for either of these?

- Option similar to the "Leave a message" functionality on Web Widget (Classic), so that our users can open a ticket rather than opening a chat

- Option to make the subject line more descriptive than "Conversation with " so that we can see what the conversation is about

Thanks!

View comment · Posted Mar 05, 2024 · Alan Pugh

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