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ivan.genchev

Joined Sep 13, 2024

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Last activity Feb 12, 2025

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Latest activity by ivan.genchev

ivan.genchev commented,

Community comment Feedback - Chat and Messaging (Chat)

+1 On this. I believe it is very important to have a proper time condition for the ticket triggers. There is no option to action a ticket based on time passed, except for automations where the minimum time is 1 hour.

Specifically, we would like to send automated messages to chat tickets that are in our queue based on time elapsed.

View comment · Posted Feb 12, 2025 · ivan.genchev

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ivan.genchev commented,

CommentZendesk messaging

I agree with Donna Haddigan ,  a custom time condition is a must have

View comment · Posted Feb 06, 2025 · ivan.genchev

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ivan.genchev commented,

CommentZendesk messaging

The Messaging Triggers feel really limited. Would be really good to see the Conditions from the standard Triggers implemented in the Messaging Triggers, as well as the Action to add a tag.

View comment · Posted Feb 03, 2025 · ivan.genchev

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ivan.genchev created a post,

Post Feedback - Ticketing system (Support)

Hello All,

Currently, the two existing “Duration” reports/datasets for chats are Chat Duration and Engagement Duration.

The Chat Duration starts counting down from the moment a customer starts a chat and stops once the last message in the chat is sent.
The Engagement Duration starts counting down from the moment an agent joins until the moment an agent or customer leaves. 

While both of these can be useful, I believe the most important data would be a mix of both.

It would be great if there was a dataset that starts counting down from the moment an Agent joints the chat, until the last message sent. 

Not only will this provide accurate information for the real chat duration in past reports, but we would also be able to receive Live Data with it. 

 Currently, only Chat Duration can be seen as Live Data, which is not very helpful, considering that it also includes the time the PL has waited in queue, which is also available as another dataset - “Queue Wait Time”. 
 Of course we can use the formula “Chat Duration - Queue Wait Time” to get this data but I think it is unnecessary to jump through hoops as this feels like a simple dataset.

Best Regards,
Ivan

Posted Nov 01, 2024 · ivan.genchev

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