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Purva Surana

Joined Nov 09, 2023

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Last activity Sep 03, 2024

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ACTIVITY OVERVIEW

Latest activity by Purva Surana

Purva Surana created an article,

ArticleAnnouncements
Announced on Rollout starts Rollout ends
Aug 2, 2024 July 29, 2024 Aug 1, 2024

We've rolled out the ability to display more complex visual elements within the Agent Workspace ticket interface. You can now display:

  • Messages that include text, actions, and images. For example:
    fri1-2.png
  • Structured forms that customers fill out. For example: 
    fri1-1.png

This update helps make customer conversations more informative and visually engaging for agents.

This announcement includes the following topics:

What is changing?

The Agent Workspace now supports the display of more rich messages in the ticket interface.

Why is Zendesk making this change?

Until now, agents could only view incomplete information from these rich messages, making it sometimes more difficult for them to understand the customer's needs. With this update, we've added more rich message support to help agents understand tickets. 

What do I need to do?

If you have the improved messaging backend, these new capabilities have been automatically added to your account. If you don't have the backend yet, the new features will be made available once its rollout is complete.

The following limitations apply to the new rich message support:

  • Redaction for information in form messages is supported. 
  • Redaction for information in messages that include mixed text, images, and actions are not currently supported.

Where can I find more information?

If you have feedback or questions related to this announcement, visit our community forum, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

Edited Aug 05, 2024 · Purva Surana

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Purva Surana created an article,

ArticleAnnouncements
Announced on Rollout starts Rollout ends
July 25, 2024 July 17, 2024 July 25, 2024

We're rolling out new visual elements within the Agent Workspace ticket interface, specifically the capability to display messages that include the carousel and quick reply messaging options in a ticket. This update makes customer conversations more informative and visually engaging for agents.

This announcement includes the following topics:

What is changing?

The Agent Workspace now supports the display of the carousel and quick reply messaging options in the ticket interface. Customers use these elements during their support journey, giving agents a more complete understanding of the customer experience.

Why is Zendesk making this change?

Until now, agents could only view these rich messages as plain text, making it harder to locate customer input. With this update, Zendesk is improving agent visibility into the types of rich content their customers see and interact with. This change will streamline the support process by giving agents clearer insights into customer preferences and actions.

What do I need to do?

Familiarize yourself with how carousels and quick replies work. They will appear in Agent Workspace as they do in customer conversations.

If you have the improved messaging backend, these new capabilities have been automatically added to your account. If you don't have the backend yet, the new features will be made available once its rollout is complete.

Carousel in Agent Workspace (Add carousel step in bot builder):

Quick reply in Agent Workspace (Present options step in bot builder):

Use these elements during customer interactions to ensure you're fully informed of customer choices and inputs in real time. The information in these messages can't currently be redacted, but we hope to add redaction in a future update.

See Channel capabilities for a comprehensive list of feature support for rich messages and more.

If you have feedback or questions related to this announcement, visit our community forum, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

Edited Aug 06, 2024 · Purva Surana

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Purva Surana commented,

Community comment Feedback - Ticketing system (Support)

Hey Simon Ferndriger , thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.

Thank you again for your feedback and for being a valuable customer with Zendesk.

View comment · Edited Apr 12, 2024 · Purva Surana

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Purva Surana commented,

Community comment Feedback - Chat and Messaging (Chat)

Hey  Jón Andri  , thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 

Thank you again for your feedback and for being a valuable customer with Zendesk.

View comment · Edited Apr 12, 2024 · Purva Surana

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Purva Surana commented,

Community comment Feedback - Chat and Messaging (Chat)

Hey SQ ZHANG , thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

We wanted to let you know that at this time we are not able to commit to building this feature. We understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.

At this time we are going to close this post for comment and mark it as “not planned”. If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.

View comment · Edited Apr 12, 2024 · Purva Surana

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Purva Surana commented,

Community comment Feedback - Chat and Messaging (Chat)

Hey Anton M. , thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

We wanted to let you know that at this time we are not able to commit to building this feature. We understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.

At this time we are going to close this post for comment and mark it as “not planned”. If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.

View comment · Edited Apr 12, 2024 · Purva Surana

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Purva Surana commented,

Community comment Feedback - Chat and Messaging (Chat)

Hey Максим Насон , thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

We wanted to let you know that at this time we are not able to commit to building this feature. We understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.

At this time we are going to close this post for comment and mark it as “not planned”. If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.

View comment · Edited Apr 12, 2024 · Purva Surana

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Purva Surana commented,

Community comment Feedback - Chat and Messaging (Chat)

Hey Максим Насон , thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

We wanted to let you know that at this time we are not able to commit to building this feature. We understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.

At this time we are going to close this post for comment and mark it as “not planned”. If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.

View comment · Edited Apr 12, 2024 · Purva Surana

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