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Jonathan Jongkind

  • Total activity 152
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Activity overview

Latest activity by Jonathan Jongkind
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    Jonathan Jongkind commented,

    +1 - this is a concern for us.  The fact we are unable to disable offline message notifications means that personal identifiable information is unnecessarily emailed out to all Chat agents who don'...

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    Jonathan Jongkind commented,

    With the Christmas period coming up, it would have been good to have this functionality instead of needing to manually go into the operating hours and untick/tick before and after these days. Is th...

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    Jonathan Jongkind commented,

    +1 we need the ability to have chats routing to other departments if the chat request is not being served after X seconds. 

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    Jonathan Jongkind commented,

    Adding my support to highlight there is a demand for this. Currently there is no easy way to quote the current chat's ticket reference number in shortcuts, ideally I would like to use the {{ticket....

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    Jonathan Jongkind commented,

    Hi Ramin, Thank you for considering this. For me the holiday structure would be identical and therefore would be happy to have the same holidays apply for both Support and Chat.  However, I can ima...

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    Jonathan Jongkind created a post,

    Operating Hours - Adding Public Holidays

    Answered

    As an administrator, I want to be able to add public holidays into the operating hours for Zendesk Chat, similar to what is possible in Zendesk Support in schedules. With the UK's bank holiday at t...

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    Jonathan Jongkind commented,

    Hi Ramin, This has also been requested by some of our customers. Has any progress been made on this? Unfortunately the linked s.508 page does not mention Chat.

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    Jonathan Jongkind commented,

    @Graeme, a good suggestion, thanks! The only problem I would face then is that if I want to identify how long before a human has touched a ticket using this method, it would have to be under the 'M...

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    Jonathan Jongkind commented,

    We have additional automations set up (such as if ticket has been going on for X days, notify manager) that are interfering with the 'Bump Bump Solve' automation as Zendesk seems to classify other ...

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    Jonathan Jongkind commented,

    I love this implementation, so thank you for sharing this with us, Matt. I am very interested to know how you handle out-of-office responses with these automations. I know they end up in 'Suspende...