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Viachaslau

Joined Jul 19, 2023

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Last activity Feb 13, 2025

ZEN.COM

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Latest activity by Viachaslau

Viachaslau commented,

CommentZendesk messaging

When you turn on multi-conversations, proactive messages sent to end users create new conversations rather than being appended to an existing conversation.

If a customer has another chat in a status other than closed, will a proactive message be sent in that case?

View comment · Posted Feb 13, 2025 · Viachaslau

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Viachaslau commented,

Community comment Feedback - Reporting and analytics (Explore)

I add my voice to yukiho.suzuki 's comment, especially the first paragraph. You can't make the filter “today”, or the date ranges “Today — …hours/days/weeks...” etc.

View comment · Posted Feb 05, 2025 · Viachaslau

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Viachaslau commented,

Community comment Feedback - Zendesk AI and automation

Rich Talbot We have faced a similar experience. A significant number of customers do not realize that by marking an article as useful, they close a ticket. We have also implemented a trigger - that if a client first marked an issue as solved, but then disliked it, the ticket is reopened.

View comment · Posted Jan 28, 2025 · Viachaslau

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Viachaslau commented,

Community comment Feedback - Reporting and analytics (Explore)

Walter Bellante Thanks for the reply, but I don't see that option in dashboards... Or do you mean to click "edit" first, then open an individual report and then export? I hope that's not what you mean, as it's inconvenient and many employees simply don't have editing permissions 

View comment · Edited Jan 27, 2025 · Viachaslau

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Viachaslau commented,

Community comment Feedback - Reporting and analytics (Explore)

Walter Bellante I'm trying to understand if there is a possibility to export not the whole dashboard, but only one specific report, as it was possible in the legacy dashboards?

View comment · Edited Jan 24, 2025 · Viachaslau

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Viachaslau commented,

CommentZendesk messaging

Elaine  
 

Mariana, for your concern about translating messaging triggers, while Zendesk does not currently support dynamic content for messaging triggers in multiple languages, you could consider using different triggers for different languages. By setting conditions based on user language preference, you can tailor your messaging accordingly.

Could you help me figure out how to do this given that there is no language or tag attributes among the messaging trigger conditions?

View comment · Edited Jan 21, 2025 · Viachaslau

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Viachaslau commented,

CommentRouting

Barry Neary Is there a way to set up “Reassignment of reopened tickets when the assigned agent is unavailable” rule differently for different groups? As for the first line of support we would like to reassign reopened tickets, but for the second line we would like to only reassign tickets in case the agent is on vacation or sick leave.

 

To summarize, ideally we would like to have such settings for this feature:
- different settings for different groups
- option to reassign reopened tickets only if the agent's status is “out of office” (as it was/is possible in a separate Out of office app, but I don't know how it works with omnichannel routing).

View comment · Edited Nov 12, 2024 · Viachaslau

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Viachaslau commented,

CommentMeasuring success

Tetiana Gron I mentioned above that we see a dramatic drop in response rate after switching to the new CSAT tool, from 20 to 11 percent. Are you seeing this globally across all Zendesk customers and what is the plan for improvement?

View comment · Edited Nov 07, 2024 · Viachaslau

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Viachaslau commented,

CommentMeasuring success

I would like to flag that with the new CSAT tool we have a lower response rate compared to the legacy one. To me, the reason is clear, with the previous solution customers didn't have to do an extra action to open a separate window.

View comment · Posted Nov 04, 2024 · Viachaslau

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Viachaslau commented,

CommentRouting

Thanks Alina Wright . “Can not be used” and “not recommended' phrases looked for me as ”messaging and talk are not supported". As per legacy chats - yes, I agree that it's an outdated product. 

View comment · Posted Oct 30, 2024 · Viachaslau

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