Personal or department limited shortcuts (feature request)

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16 Commentaires

  • Jacob J Christensen
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    In Zendesk some of our agents use a Chrome extension called Auto text expander for personalized greetings, unfortunately it doesn't seem to work in Zopim - any idea why?

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  • Yunen Yeo
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    Hi Jacob,

    I'm not sure why the extension doesn't work with the Zopim dashboard, it will be best to approach the developer for this app to find out. But I think it's likely due to our dashboard being very jacascript heavy and may have some conflicts with that app.

    For now, we don't have any plans to have a segregated shortcuts, but if we do plan for it, we will keep you in the loop.

    Thank you

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  • Jacob J Christensen
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    Thanks Yunen!

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  • Billy
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    Hi Yunen,

    We face the same issue with multiple domains and multiple languages.

    Since Zendesk is able to split inboxes/agents into various groups, and zendesk chats is able to split agents into department, it make sense for the shortcuts / macros to also be split by departments for easy sorting and access.

    Would appreciate if this feature can be expedited.

     

    Thanks.

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  • Stephen Belleau
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    +1 for this! We just started using chat today and I was shocked that this isn't an option. It needs to have the same permissions as views/macros where we can choose to allow roles to create personal shortcuts, personal and group shortcuts (group or chat department?), or personal/group/global shortcuts.

    We can't have shortcuts for product x cluttering up the available shortcuts for agents who don't support product x. 

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  • Stephen Belleau
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    Does anybody look at these after they've been tagged "Answered"? This is still very much unresolved...

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  • Ramin Shokrizadeh
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    Hi Stephen,

    The product team do monitor all posts in the product feedback community and is one of the many inputs we use to inform our roadmap.

    "Answered" does not mean the topic is closed, it just means that a member from the product team responded to the initial post.

    The other available statuses on community posts are Not Planned, Planned, and Completed.

    We have no plans for the remainder of 2017 to build something that would resolve this specific request. It may be something we explore improving on next year.

    -Ramin

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  • Claire Schlafly
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    +1 for this. 

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  • Kaka Cuvin
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    This functionality is desired to gain agent efficiency in catering to multiple chats at once. Being presented with a long list of shortcuts (across all departments) will slow down the agent. Hope you can add this feature in the near future.

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  • Stephen Belleau
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    Can we get an update on this? As our instance grows and we have additional teams supporting different products, this is quickly becoming one of the biggest pain points right now - none of our teams can use shortcuts as it would create clutter for all other teams. We need to be able to set visibility of shortcuts per department!

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  • Ramin Shokrizadeh
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    Hi Stephen,

    We are in the initial phase of designing support for department shortcuts and it is a priority for the second half of the year. Personal shortcuts is not in scope at the moment. You will be notified when an early access program is available to try the feature out when it is available.

    Thanks,

    Ramin

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  • Hanna Spivack
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    We already have 2 brands on zendesk, and we're now adding a 3rd, and more will come. Being able to limit macros per department will be more than helpful, the way it works now is very bad, we use pretty much the same macros for all brands, the only change is the brand name and contact info, so we need to have the same response 3x with the brand name on it, which makes it very confusing for the agents, and mistakes may happen more easily. Very upsetting. 

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  • Shashank Johri
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    Hello Everyone

    We have opened up Early Access Program for Shortcut Enhancements. Now you can create personal shortcut, department shortcuts and global shortcuts. Apart from these there are many more functionalities we are including in this beta. Please sigh up. 

    Thanks 
    Shashank

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  • Jacob J Christensen
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    Excellent, I've signed up. Thanks Shashank!

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  • Hanna Spivack
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    Amazing, I've wanting this feature for many months! Already signed up!

    Thank you.

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  • Shashank Johri
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    Hi Everyone 

    We are pleased to announce the launch of Shortcuts Improvements. Please refer to the following announcement post. https://chat.zendesk.com/hc/en-us/articles/360001805048
    The feature is available now. 

    Thanks 
    Shashank

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