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Carlos Isais's Avatar

Carlos Isais

Joined Jun 20, 2023

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Last activity May 31, 2024

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ACTIVITY OVERVIEW

Latest activity by Carlos Isais

Carlos Isais created a post,

PostZendesk Support EAP - Suggested Replies

EDIT: Reformatted to fit Product Feedback Template 

Title: Suggested Replies EAP - Feedback

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)

Suggested Replies do not inherit macro formatting or update placeholders with the intended output. This impacts agents.  

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

A change to include formatting and proper placeholder output would prevent agents from having to make further edits to a Suggested Reply. 

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 occurs on a daily and regularly, and it is common in our incoming web form / email tickets. Our team has begun to see Suggested Replies in our composer for tickets with high-confidence Intent identified. Unfortunately, while the suggested replies are utilizing the macro response which would expect to apply manually, pressing Tab to accept the reply only inputs the plaintext version of the respective macro.

 
For macros with formatting, this is not passed to the composer. Even more surprisingly, any placeholders written into the macro are simply passed to the composer as the placeholder syntax (e.g. {{ticket.requester.first_name}}).

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

Yes, we can use the Suggested Reply as a reference, but our agents need to “reject” the Suggested Reply and apply the proper macro. 

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

Suggested Replies would inherit macro formatting (such as new lines, other rich text formatting) and update placeholders with the intended output.


It would also be nice to see which macro has been chosen by the Suggested Reply (by name) so that an agent does not have to read through the entire reply to know which has been selected / whether it is a preferred response. 


-Carlos I
Caribou Coffee Co

Edited May 01, 2024 · Carlos Isais

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Carlos Isais commented,

Community comment Q&A - Objects, workspaces, and rules

This is a great solution for the lack of set-date options in Views :) 

For anyone wondering how to do this: 

1. Create a custom date field and name it whatever you prefer.

2. Create a trigger with the following conditions:

(Note: "Created Date" here is the name of the custom field in our instance)

This trigger will fire exactly once when any ticket is created and sets the current date to your custom field. Extra parameters can be added to this trigger to only target tickets of a specific type or for when a ticket receives an update, for example. 

View comment · Posted Jan 03, 2024 · Carlos Isais

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Carlos Isais commented,

CommentTicket customization

Colleen Hall 

*facepalm*, I don't know how I missed that before! Thanks so much for sharing, that's a game-changer for us! 

View comment · Posted Sep 22, 2023 · Carlos Isais

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Carlos Isais commented,

CommentTicket customization

Our team has just started using this feature as of this week, and so far it's really nice! 

It would be even more helpful if trigger actions could modify to a custom ticket status as well instead of just to Status Category. 

Alternatively, it would be nice to have custom Status Categories that exist greater than New and less than Solved, especially with customizable colors and traits. 

Thank you, devs!

View comment · Posted Sep 22, 2023 · Carlos Isais

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Carlos Isais created a post,

Post Q&A - Chat, messaging, and widgets

Our agents handle multiple channels of incoming ticket, with our primary use being phones and messaging. In order to attend to as many inquiries as possible, agents alternate between messaging and phones, having only one live messaging chat or phone call at any given time. 

We are looking to avoid wasting time on a messaging ticket where the end user has abandoned, disconnected, or does not reply, but there is no indication to the agent when a guest has disconnected or has gone inactive. Our end users use the messaging widget on our desktop site to reach out to us, and they do not have to log in to our support site to do so.

At times, an end user can even abandon a messaging ticket completely (while still appearing as Active to an agent) and begin a new messaging ticket which is routed to a different agent. 

Is there a way we can implement a manual or automated "End Chat" for messaging, other than simply waiting an arbitrary amount of time with no response and setting an abandoned ticket to Solved? 

Posted Jun 20, 2023 · Carlos Isais

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