Lala

Hello. We want to be able to use live chat for our premium subscribers. The issue I am running to is figuring out how to surface this chat only for people who fall into this group. The other thing that makes this tricky is that we want to be able to still use webform for all other communication. It seems like messaging would be the best option to surface live chat to a user that falls into this category, but it seems like if a person that isn't a premium user doesn't qualify for chat, their request will come in via email and not have the option to use one of our webforms. 

The goal is to:

• Surface chat for users who are premium subscribers (currently identified by a tag)
• Keep non premium subscribers from using live chat
• Still have webform as an option for all users

Thank you!

The value and unit for deletion a little confusing. For example, when I select value 1 and unit weeks, it shows tickets from August 2023. Why is that? That seems like a random time frame. How is it calculating weeks? Also, we want to delete specific groups of tickets for storage purposes so it would be nice to be able to input other criteria such as a group or even keywords to bulk certain tickets.

Hello. We just started testing, and the enhance and tone change features are nice, but it would be better if it showed a preview of the change before completing changing your original text. There's a chance we may not like the enhancement, but then the text has already been changed. Just some feedback. 

Thank you so much, Nicole. That was very helpful. 

Hello. Is there a way to customize the Play feature to start with the oldest tickets first? When I test it out on my end, it's not starting with the oldest open tickets in the queue. Thank you!

Hello. I have a weird situation where incidents that I link to a problem ticket will sometimes "unlink" or just not stay on the linked ticket if that makes sense. This will happen without the ticket even being solved. Can you tell me what might be causing that to happen? Thank you!

Hello. I have enabled IG Direct for Zendesk, and the messages are coming in as support tickets. I am assuming I need to set up some automation to go into a specific view. Also, is there a reason why Instagram doesn't show up under channels like Twitter and Facebook do? Thank you!