Georgi Tanchev

We are trying to differentiate authenticated and non-authenticated customers by implementing a new custom ticket field in the messaging web widget. When a customer requests messaging conversations, we added another field with a few options after populating their name and email address. This additional field appears after the first customer's message, regardless of whether the customer is authenticated. Our scope is to show this field to non-authenticated customers only. By doing this, we will be able to use the tag associated to that field for reporting purposes in Explore.

Please note that we already contacted Zendesk support team, and they advised us that “there is no native way for the system to determine if you end-users are authenticate or not when looking from the side of the custom ticket field. You can only chose the option to require it to submit a ticket or not”.

We want to have a feature or at least an option that will help us to differentiate contacts from authenticated and non-authenticated customers. 

We would like to have an option to re-order the phone lines on the dialpad. This option will facilitate the work of agents, especially when they need to make a lot of outbound calls. Outbound calls are a daily task, so our agents are required to use this workaround and find the desired phone number manually. We suggest implementing an option to reorder phone lines for every group we have in Zendesk. This will make the phone numbers for the specific group more accessible to the user and will make the daily tasks (outbound calls) faster and easier. Another workaround that will work for us is to have an option inside the phone line to assign that phone number to a specific group of agents.

Hello,

We received feedback from our Customer Support team regarding the option to pre-select a phone number on the Talk Dialpad when calling an end user. We have several phone lines, so our agents must look through the list of numbers and select the one they need.

Having an option to minimize/reduce the list of phone numbers for outbound calls will give agents a better experience.

As a workaround, we are using the option from Zendesk to remember the last number selected for outbound calls and we keep it as default pre-selected option for each agent.

We will appreciate if the following options can be added:

1. Add an option to assign phone numbers (for outbound calls) to specific team members or groups. It will reduce the list of phone numbers on the Dialpad.
2. Have bookmark/sort options enabled

Hello,

We were looking into implementing the “Automatically release agent capacity for messaging conversations” feature and wanted to know if we can set it up based on both agent and end-user last reply. However, after a consultation with your support team, it seems that it works only based on agent’s last reply.

Having this feature available based on both agent and end-user last reply will have a variety of different use cases and unlock a greater potential.

Hello,
We have a couple of cases where a staff member merged 2 users. This can caused a huge negative impact for our business/brand, because the agents who picks up the next conversations could provide wrong information.

Solving this issue will avoid involuntary and/or unnecessary merge of 2 customers from a person/staff member who doesn’t have the necessary permissions. 

We are often affected by this and it can cause a lot of business damage.

There is no workaround. We have a large amount of traffic, and we cannot constantly keep track if a customer was merged.

Our suggestion is to enable/disable “User merge” permission based on the Role level, so only specific people can have access to this functionality.

Recently, we noticed that when we open the macros in admin center, the buttons to go to the “Next” and “Last” page are still clickable event if we are on the last page, which affects us as admins.

By solving this issue, we will be able to understand if we reached the last page. As of the moment, we don’t know if the buttons are broken or if the current page is the last one.

This problem happens when we open the macros. It’s very frustrating to do multiple clicks on the buttons, just to be sure that there are no more pages, and we are not missing any macro.

As a workaround, we perform several clicks on the 2 buttons (Next & Last).

We would like to have these buttons greyed out, so it will be easier to recognize when the last page is reached. Another possible solution would be to have the pages specified as numbers (replace “Next” and “Last” buttons with “1” ,“2” ….. “10”), so if there are multiple pages we can keep track on which page we are. 

Recently, we received complaints from our support team that their display names in Messaging have been reset and full names have been displayed for end-users in messaging conversations.

This causes a negative impact on agents side and their trust to product that they operate in.

Considering that settings reset is not possible, and Zendesk admins were not changing anything we decided to enter Chat Roles in Chat Product and see each role what level of permission has. Apparently, Chat Roles are not available as we use new Messaging account.

Please note that we have a business need to see who from the team members what level of permissions has set, who can update names of other team members, access what part of the system etc. Having access to Chat roles while using Messaging will provide better positive experience to our agents and admin team in charge.

It’s not acceptable that we have different roles in a product and Admin team is not able to access the role and see level of permissions assigned. When you’re developing new product and promoting it as most developed, invested in etc. please do think also about permissions and people managing this new product.

There is no workaround now, because we (as admins) cannot see Chat roles in Chat product settings nor in Zendesk Admin Center part. We raised a ticket to ZD support and we were informed that our account has a messaging backend and the setting Role is not available.

We need to see who from the team what level of permission has for each product that we support. Please consider adding Chat roles for accounts using Messaging either under Chat product settings or under Admin Center part. It’s a vital feature and we cannot operate product without having access to it.

Hi Team, 

Unfortunately, currently Explore live reports cannot be edited, customized or created. It will be highly beneficial for our company to have such capability to see a quick overview of the current agent workload and distribute it accordingly and evenly.

Having custom live reports will alleviate the day to day workload through more effective prioritization on manager side.

For example, we would like to see a live report which will show us the unsolved tickets with a particular custom ticket field value which will be displayed in real time or close to real time without having the need to wait for 1 hour. 

Currently there is no workaround for this.

Ideal solution would be to enable members with relevant permission to create and edit live reports as well as add more metrics and attributes concerning live data.