Feedback: Pathfinder
Hello,
You let Pathfinder die and don't plan on making adjustments to make it work with V2.
This is one of the worst decisions you made so far. This is an invaluable app, providing support to better helpdesk and everything. Now you kill it without replacement.
You mention the Answer Bot, while being well aware that the answers are pretty useless nearly all the time. At least if you provide a helpdesk that answers easy questions quick.
And the answer bot can not provide any paths, only what he suggested.
Another step in the long line of management decisions purely based on money. While not caring about the main product, that is the thing you live from, losing a major advantage.
Really saddening to see this unfolding.
Best regards,
Sebastian
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We use the app to identify the path the customer takes before opening the ticket.
Allowing our agent to suggest articles for the ticket solution.It is a big loss for us to discontinue this application.
Note: Answerbot has limitations that have already been reported to Zendesk, so we cannot use it for our products.
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Hello Luana Cristina Do Amaral Peixoto,
Appreciate you sharing your feedback with us, I've gone ahead and passed this on to the product team, and they will be sure to reach out if they need more information regarding this change.
Best regards.
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Hi there, Devan - Community Manager
Is still no alternative for Pathfinder's death so far?
We really need an app or funcionality to see the steps our costumers took before open a ticket with us.
We had a lot of complains for sending the same articles that costumers had look at before, and, we actually used this app to improve our Guide, improving the articles that couldn't help costumers before.
Best regards.
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