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Michael Koerner

Joined Mar 21, 2024

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Last activity Feb 12, 2025

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ACTIVITY OVERVIEW

Latest activity by Michael Koerner

Michael Koerner commented,

Community comment Feedback - Chat and Messaging (Chat)

Thank you Will.

View comment · Posted Feb 12, 2025 · Michael Koerner

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Michael Koerner commented,

Community comment Feedback - Chat and Messaging (Chat)

We need this feature for existing customers

View comment · Posted Feb 07, 2025 · Michael Koerner

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Michael Koerner commented,

Community comment Feedback - Chat and Messaging (Chat)

I cannot believe this is still an issue.  This has been open since Dec. 2023 and I've seen may other requests for similar functionality.  Can we please get an update on this?!?!?! 

View comment · Posted Feb 07, 2025 · Michael Koerner

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Michael Koerner commented,

Community comment Feedback - Chat and Messaging (Chat)

It would be nice to get an update from Zendesk Product. 

View comment · Posted Oct 21, 2024 · Michael Koerner

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Michael Koerner commented,

Community comment Feedback - Chat and Messaging (Chat)

We need to have this as an option to turn on/off the chat history.  Is there any update on this?  

View comment · Posted Aug 20, 2024 · Michael Koerner

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Michael Koerner created a post,

Post Feedback - Chat and Messaging (Chat)

In our messaging app, it currently keeps a record of message history. Is there a way to disable this feature? Once a conversation is finished, the history is no longer necessary. I'm confused as to why there's no option to turn this off. I had to delete the user and all associated tickets just to remove the message history. 

Posted Aug 16, 2024 · Michael Koerner

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Michael Koerner commented,

Community comment Feedback - Chat and Messaging (Chat)

I added a trigger that marked every solved ticket as closed and that seemed to fix it. 

View comment · Posted Aug 15, 2024 · Michael Koerner

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Michael Koerner commented,

Community comment Feedback - Chat and Messaging (Chat)

We're you able to turn this off? I have the same issue.

View comment · Posted Aug 15, 2024 · Michael Koerner

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Michael Koerner created a post,

Post Feedback - Chat and Messaging (Chat)

When I request to chat with a human through the AI chatbot, the bot does not reengage after I mark the ticket as closed. After resolving the ticket and closing the bot window, attempting to start a new conversation with the bot leads to the reopening of the previous ticket rather than initiating a new session with the AI assistant.

I’m unsure how to properly restart the AI chatbot after a successful human interaction. Ideally, each time a customer chats with a human, a new case should be opened.

Edited Aug 14, 2024 · Michael Koerner

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Michael Koerner created a post,

Post Feedback - Chat and Messaging (Chat)

We want to automatically route VIP customers to specific group when they want to “Chat with Human”.  Is this something can do? 

 

We were able to do this with the Phone but I'm not sure if we can do the same with Chat. 

Posted Aug 07, 2024 · Michael Koerner

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