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Mei-E Loh's Avatar

Mei-E Loh

Joined Mar 04, 2022

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Last activity Feb 06, 2024

Zendesk Product Manager

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ACTIVITY OVERVIEW

Latest activity by Mei-E Loh

Mei-E Loh created an article,

ArticleManaging your account

On July 12, 2023 Zendesk increased the price of certain products. This article provides information on how this increase impacts the shopping cart behavior if you are a self-service customer

When will the new price be reflected in the cart?

The new prices go into effect on your account's next renewal on or after July 12, 2023. 

For customers with no changes to their subscription, they will see a preview of their new prices in the shopping cart on or after 12 July.  

When are subscription changes applied to the cart?

There are currently two ways that subscriptions are applied to the cart:

Future subscription 

Future subscriptions are created when the new total price for your subscription (based on old prices) is less than your existing subscription total price, depending on the changes you make in cart. 

Existing subscription 

Subscription updates are applied immediately to your existing subscription when the new total price for your subscription( based on old prices) is more than your existing subscription total price, depending on the changes you make in cart. 

How will this affect subscription changes I make in the cart?

Changes in agent count 

Future subscription

Changes in agent count applied on or after July 12, 2023 will preview the new prices which will be billed to you on your next billing cycle. 

Existing subscription

All changes in agent count on or after July 12, 2023, will allow you to retain existing prices till your next renewal 

Changes in plan type 

Future subscription

Changes in plan type applied on or after July 12, 2023 will preview the new prices which will be billed to you on your next billing cycle. 

Existing subscription

All changes in plan type on or after July 12, 2023, will see the new price applied to your subscription even before your next renewal. The pro-rated charges will appear in your bill. 

Adding or removing products 

Future subscription

All additions and removals of products applied on or after July 12, 2023 will preview the new prices which will be billed to you on your next billing cycle. 

Existing subscription

All additions and removals of products on or after July 12, 2023, will see the new price applied to your subscription even before your next renewal. The pro-rated charges will appear in your bill. 

Billing cycle changes 

All billing cycle changes will result in a future subscription being created.

All future subscriptions created on or after July 12, 2023 will preview the new prices which will be billed to you on your next billing cycle. 

Edited Jul 12, 2023 · Mei-E Loh

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Mei-E Loh created an article,

ArticleHelp with messaging

Question

Can I update the requester of a live chat or message in the Agent Workspace? How will that impact future tickets created by the updated requester? 

Answer

We have made an update to the behavior of the requester field. 

In the past, when an agent updates the requester to another user while the conversation is live, all subsequent tickets from both the original requester and the updated requester will be attributed to the original request. See the scenario below outlining this behavior.

  1. User A sends a message and ticket 1 is created.
  2. Agent updates the requester in ticket 1 to user B.
  3. User A sends a message before the conversation has ended.
  4. Message from user A persists on ticket 1.
  5. Ticket 1 is closed.
  6. User A sends a new message.
  7. Ticket 2 is created with the requester as user B.

To prevent agents from accidentally making a change to the requester field, we have now disabled the requester field while a conversation is live. You will only be able to make a change of requester when you end the conversation.

How to end a chat 

For customers using Chat in the Agent Workspace, chats will end in one of the following ways:

  • Visitor idle timeout.
  • The visitor ends the chat.
  • The agent ends the chat.

How to end a message 

For customers using messaging in the Agent Workspace, messages will end in one of the following ways:

  • Visitor idle timeout (10 minutes).
  • When an agent sets the ticket status to pending, on-hold, or solved. Open status does not end the message.
  • Messaging tickets are closed or deleted.

For more information, see the article: When do chats time out?

Edited Aug 08, 2024 · Mei-E Loh

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Mei-E Loh commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi T Tonev, 

Unfortunately we dont have any plans at the moment to implement this for chat. 

We would however love to hear any concerns you may have in moving to our messaging offering. 

Cheers,

Mei-E 

View comment · Posted Jan 13, 2023 · Mei-E Loh

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Mei-E Loh commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi Chet, 

We have released unified agent status for omnichannel routing. You can refer to this article for more details. 

Do note that you have to enable messaging in order to use this feature. 

View comment · Posted Jan 13, 2023 · Mei-E Loh

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Mei-E Loh commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi Eddie, 

Thank you for your feedback, unfortunately, dynamic content for chat triggers is not on the roadmap at the moment and likely will not be on the roadmap as we move to messaging. 

I will however capture this feedback for the messaging team working on proactive messaging. 

To learn more about messaging you can refer to this article 

Cheers,

Mei-E 

View comment · Posted Nov 23, 2022 · Mei-E Loh

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Mei-E Loh commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi Janaki, 

Thank you for providing your feedback! 

Unfortunately, this is not on the roadmap at the moment and we are unlikely to make further enhancements to chat.

I will however pass this feedback on to the messaging team working on agent productivity. 

You can refer to this article to learn more about messaging! 

Cheers,

Mei-E 

View comment · Posted Nov 23, 2022 · Mei-E Loh

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Mei-E Loh commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi Manisha, 

If i understand correctly, you want to give your customers the ability to end a chat through the sdk?

If so, the SDK adds Zendesk Messaging capability rather than a live chat.  So the user experience is more of a continuous ongoing conversation and the chat cannot be ended from client side. The best way to end a chat and create a new ticket is to use triggers or automations to close a ticket. 

You can check out a detailed breakdown of the differences between messaging and live chat in Zendesk messaging vs live chat: Which is right for you.

If you could also let us know why a customer ending a chat is important for your business, we maybe able to offer other alternatives. 

Cheers,

Mei-E 

View comment · Posted Nov 23, 2022 · Mei-E Loh

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Mei-E Loh created an article,

ArticleHelp with messaging

Question

Can I use a trigger or an automation to identify when the transcript is appended to a ticket?

Answer

Yes, add the Ticket > Update via | Is | Chat Transcript condition for triggers and automations. This condition allows you to identify when an update takes place that appends a transcript in a chat or messaging ticket.

Update via trigger condition for chat transcripts.png

Ensure the conditions below are true when using the Ticket > Update via condition

Once the ticket is updated and the transcription is appended to it, this condition will be true.

Note: When you have messaging with omnichannel routing enabled, the process for setting up triggers is different from live chat routing. For more information, see the article: Routing messaging tickets and notifications.

Edited Dec 10, 2024 · Mei-E Loh

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Mei-E Loh commented,

Community comment Feedback - Chat and Messaging (Chat)

Hello Milton, 

 

Sorry for the late response, we will be moving to testing phase soon, so i would say definitely expect it this quarter. I will let you know again once we roll to production

Cheers,

Mei-e  

View comment · Posted Nov 03, 2022 · Mei-E Loh

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Mei-E Loh commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi CJ, 

You can use the custom_role_id field which is editable on api and assign the agent that role through the api 

 

Cheer,

Mei-E

View comment · Posted Oct 21, 2022 · Mei-E Loh

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