Prakruti Hindia

1. Comunidad
2. Feedback - Chat and Messaging (Chat)
3. Messaging JWT user authentication- update user profile?

Hi Andrew,  The external_id provided during authentication will be propagated to the external id field of the user profile. The ongoing conversation and the subsequent conversation will be associat...

• Ver comentario
• Prakruti Hindia
• Creación 1 de diciembre de 2022 07:49
• 0 votos

1. Comunidad
2. Feedback - Chat and Messaging (Chat)
3. Add Messaging Data to Chat API

Hi Lauren,  Thank you for providing a detailed feedback. Currently, it is possible to export dashboards and reports from Explore.  Having said that, we do plan to support APIs to extract the report...

• Ver comentario
• Prakruti Hindia
• Editado 1 de diciembre de 2022 06:59
• 0 votos

1. Web Widget
2. Web Widget documentation
3. Authenticating end users in messaging for the Web Widget and mobile SDK

Hi everyone,  Wanted to chime in on the discussions here. For cases where email is the primary identifier, I suggest passing email as external id. If the system finds another user with the same ext...

• Ver comentario
• Prakruti Hindia
• Creación 16 de noviembre de 2022 09:10
• 0 votos

1. Comunidad
2. Feedback - Chat and Messaging (Chat)
3. Agent Workspace: Notification when chat is transferred to agent

Hi everyone,  Wanted to drop an update on this post. Omnichannel Routing supports notifications when a messaging conversation is transferred to another group, and the agents are online. This articl...

• Ver comentario
• Prakruti Hindia
• Editado 8 de noviembre de 2022 07:21
• 0 votos

1. Comunidad
2. Feedback - Ticketing System (Support)
3. Triggers and automations on Whatsapp

Hi everyone,  Wanted to drop an update on this post.  Autoresponders for social messaging channels can be used to communicate business hours and set response time expectations with the end-user. ...

• Ver comentario
• Prakruti Hindia
• Creación 8 de noviembre de 2022 07:17
• 1 voto

1. Zendesk updates
2. Announcements
3. Announcing messaging reporting in Explore

Phil and Slava, data is accurate from September 20.  - Prakruti  

• Ver comentario
• Prakruti Hindia
• Creación 26 de septiembre de 2022 04:03
• 0 votos

1. Messaging
2. ...
3. Zendesk messaging
4. Messaging reporting in Zendesk Agent Workspace

Hi everyone,  Thank you for your patience. We are excited to announce the launch of messaging dataset and pre-built dashboard in Explore.  There are articles on messaging dataset and pre-built dash...

• Ver comentario
• Prakruti Hindia
• Creación 26 de septiembre de 2022 03:44
• 0 votos

1. Explore
2. ...
3. Building reports
4. Metrics and attributes for Zendesk messaging

Hi Andrei,  Wait is not a new status. It collectively refers to the existing Ticket status - Pending and On-hold.  Wait status - Refers to ticket status. Possible values are Pending and On-hold. ...

• Ver comentario
• Prakruti Hindia
• Creación 26 de septiembre de 2022 03:30
• 0 votos

1. Web Widget
2. Web Widget documentation
3. Authenticating end users in messaging for the Web Widget and mobile SDK

Francis, support for signed email is on the roadmap. Are you referring to carrying over private guide articles to the tickets ?  External ids set by agents are always authenticated. I assume this ...

• Ver comentario
• Prakruti Hindia
• Creación 20 de septiembre de 2022 09:04
• 0 votos