Lisa Tam

1. Community
2. Zendesk Suite Q&A
3. route ticket based on chat bot answers

Hi Abdelhameed. It's possible to achieve this use case by following these two steps Add tags to the ticket when the end user is transferred to an agent. For details on how to do this see this arti...

• View comment
• Lisa Tam
• Created September 19, 2023 02:46
• 0 votes

1. Bots and automation
2. Custom bots and bot building documentation
3. Building a conversation bot using answers

Ahmed Zaid "If the bot can't understand a question" clarification response will occur once, and if an answer can't be found after the end-user has clarified their question, then the "If there's no ...

• View comment
• Lisa Tam
• Created September 10, 2023 23:53
• 0 votes

1. Community
2. Feedback - Chat and Messaging (Chat)
3. dynamic content in Flow Builder

Hey all, Thanks for sharing your feedback. It is on the roadmap for H1, 2024 to bring in the ability to customise the translations, overriding the system-generated translations. We are currently ex...

• View comment
• Lisa Tam
• Edited August 22, 2023 06:50
• 0 votes

1. Community
2. Feedback - Chat and Messaging (Chat)
3. Feature Request: Introduce 'Wait for Customer Response' Step to Flow Builder

Hi Daniel,Thanks for sharing your feedback. I'm keen to understand further about using the message composer to submit information rather than using the "Ask for details" form. Do you have any examp...

• View comment
• Lisa Tam
• Created August 17, 2023 03:16
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Api calls

Hi Monica, Thanks for taking the time to share your feedback. To help me understand the use-case end to end, can you share more details about which message step are you using to display the item's ...

• View comment
• Lisa Tam
• Created August 14, 2023 00:10
• 0 votes

1. Community
2. Feedback - Chat and Messaging (Chat)
3. Feature Request: Introduce 'Wait for Customer Response' Step to Flow Builder

Thanks for the insight Rachel. Out of curiosity can you share some examples of what type of information you don't want in a ticket field? 

• View comment
• Lisa Tam
• Created July 12, 2023 04:29
• 0 votes

1. Community
2. Feedback - Chat and Messaging (Chat)
3. Ability to ink a separate answer flow in a tree

Hi Allison,Thank you for taking the time to share your feedback. I will capture this for future consideration. In the meantime, you can copy/paste steps (along with the steps within) across answer ...

• View comment
• Lisa Tam
• Edited July 11, 2023 06:09
• 0 votes

1. Community
2. Feedback - Chat and Messaging (Chat)
3. Drop-down limitations (options truncated) in flow-builder / messaging

Hey Tim,Have you tried using the Present options step to group the counties into regions to do an initial triage, and then provide dropdown fields once the end-user has narrowed down their region?

• View comment
• Lisa Tam
• Created July 11, 2023 06:05
• 0 votes

1. Community
2. Feedback - Chat and Messaging (Chat)
3. Pass data from app to flowbuilder

Hi Koushik,The only way to retrieve data from an external source is through Make an API call. Does the app you're referring to have a public API to retrieve the data from?

• View comment
• Lisa Tam
• Created July 11, 2023 06:01
• 0 votes

1. Community
2. Feedback - Chat and Messaging (Chat)
3. Answer bot support for date and number type custom field

Thanks for sharing your use case. That makes sense to have validations in place to prevent end-users from entering data in the wrong format. I've captured this feedback to take into consideration. ...

• View comment
• Lisa Tam
• Created July 11, 2023 05:58
• 0 votes