Product feedback: Zendesk messaging limitation with multibrand use-case

5 Comentarios

  • Shawna James
    Community Product Feedback Specialist
    Hey Atanas, thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. I know I have reached out on this matter before but it would be greatly appreciated, for the purposes of our PM's understanding and processing, for you to include your business impact of this lack of functionality. A template has been created here for you to use. Thank you for using this in your feedback going forward. 
     
    For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
    1
  • Anastasia Kachanova

    +1

    2
  • Atanas Tomov

    Hi Shawna James

    Apologies for not including the business impact. To clarify, it is not an issue with the amount of accounts being created but rather the fact that the system is creating multiple accounts for the same customer and assigning one conversation to one account and another conversation to a second account and so on. This could prompt the CSA to miss important information associated with the customer and therefore mislead or provide incorrect solution to end-user. 

    As we understand from the communication with Zendesk Support - there is unfortunately no workaround for this behavior at this moment. 

    Thank you. 

    2
  • Shawna James
    Community Product Feedback Specialist
    Thank you Atanas! Super helpful context for our product teams. Much appreciated!
    1
  • Boyan Spasov

    +1

    0

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