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Shawna

Joined Dec 20, 2023

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Last activity Jan 23, 2025

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ACTIVITY OVERVIEW

Latest activity by Shawna

Shawna commented,

CommentMeasuring success

I agree with Matt. I swapped to the New CSAT survey format, as I was excited to gain  better data to use for our Customer Service model. Only to be told that the data is not accessible unless I build and API report. They have not released the report for the dashboard, nor can you create a report to capture the data. (Unless you can code using API) This was very discouraging, and quite frankly a let down. Why offer this great feature, but no way to interpret the data?!?! Do better Zen Desk!

View comment · Posted Jan 23, 2025 · Shawna

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Shawna commented,

CommentTalk basics

Disappointing that there is no direction on how to pre-purchase in bulk. So its recommended, but not easily accessible to do. When I reach out out to billing, they did not even have an answer.

View comment · Posted Jan 22, 2025 · Shawna

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Shawna commented,

CommentBuilding reports

Is there a way to build a query or report to show the updated CSAT survey information? Number of tickets scored 1,2,3,4,5? 

 

View comment · Posted Jan 22, 2025 · Shawna

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Shawna commented,

CommentZendesk messaging

So we had active web widgets, and I wanted to change the messaging. I made the updates and now it wants me to publish AI Agents. Is this a change? Will we be charged for this update?

 

View comment · Posted Dec 18, 2024 · Shawna

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Shawna commented,

CommentMeasuring success

Is there a feature for CSAT on voice calls?

View comment · Posted Dec 18, 2024 · Shawna

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Shawna commented,

CommentSetting up Agent Workspace

Who can I reach out to this about? We were told for Agent Workspace, Omnichanel (Sunshine) routing, chat feature is no longer supported. Only Messaging, Email, API.

View comment · Posted Jul 29, 2024 · Shawna

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Shawna commented,

CommentSetting up Agent Workspace

WE shifted to Agent workspace, and were told that Chat is no longer supported. Only messaging. Reading this updated article, it suggests that chat is indeed an option? Messaging is not ideal for our call center. Chat can be disabled outside of business hours, while messaging lets the customer think there is an agent who is going to assist them shortly. This is even with the pre-programed message that someone will assist 8-10 est.. Please provide more information around the chat feature that we were told was no longer supported.

View comment · Posted Jul 25, 2024 · Shawna

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Shawna commented,

CommentBuilding reports

I am looking for data on abandoned calls in IVR. In the live report, you can see the times the calls were abandoned. I need historical. So when the call was abandoned for the day prior. If it was inside out call center times, or outside.

View comment · Posted Jul 17, 2024 · Shawna

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