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Feedback: Pathfinder

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Sebastian

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

17 Commentaires

  • Commentaire officiel
    Kate Griggs
    Zendesk Product Manager

    Hello everyone,

    Thank you for the feedback on Pathfinder app. We recognize that surfacing customer path-before-ticket is certainly useful for support agents! 

    I’d like to encourage you to sign up for the Sunshine Guide Events app here - with this app, agents can see the 10 customer events that occurred before creating a ticket, and then events after the ticket was created. You can find more information about the Guide Events app here.

    The visibility of these events is currently in the early access app stage for now, but we're planning to include them in the Interaction History in the near future.

    Kate

  • LUANA CRISTINA DO AMARAL

    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.

    6
  • Devan La Spisa
    Zendesk Community Manager

    Hello @...,

    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. 

    1
  • Matheus Pereira

    Hi there, @...

    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.

    2
  • Bill One Support Center

    どの記事を読んだ上で問い合わせをしているのかがPathfinderでは明確に分かったので、顧客対応の観点でも、コンテンツ拡充の観点でも重宝していました。
    Pathfinderの復活、または代替アプリの提供を強く希望します。

    2
  • Camila Leao

    Esse recurso é muito importante para manter a qualidade nas indicações e evitar possíveis insatisfações com o cliente indicando um artigo que já foi lido. Seria ótimo se o app fosse reativado.

    1
  • Ron de Vries

    HI, 

    Is there any news regarding this? 

    4
  • Paul Lawrence

    Hi,

    I want to request also that the Pathfinder app to be restored as a version 2 app. I need this app to help maintain my help center FAQs with the correct labels to create better search results and to know if my customers clicked the correct FAQ or not.

     

     

    3
  • Thomas Bouchard

    My team really needs the Pathfinder app. Please bring it back!!!!

    2
  • Sebastian

    It's nearly a year now. Anything moved there, progressing plans at least?

    1
  • Kalle Windefalk

    We also need this app.

    1
  • Leo

    Our team also very much needs this app.

    0
  • Thomas Bouchard

    @... - thanks for the update! Very excited to get the Sunshine Guide Events app installed. I signed up for the EAP. Should I have any expectation on the time it will take for me to hear from someone so I can set it up? Last time I did an EAP it was several months before I heard anything...and then one day, mysteriously, the function was enabled without notification. Not wanting to be a thorn in anyone's side - just want ti start using it as soon as possible! Thanks -

    0
  • Kate Griggs
    Zendesk Product Manager

    @... I've just provisioned the EAP to everyone in the queue. 

    If anyone has problems, please feel free to reach out to me.

    0
  • Thomas Bouchard

    @... - thanks so much! I've already installed it. Working great. Team is liking it too. Thanks -

    1
  • Josh

    Is pathfinder gone? I just signed up for the EAP. We really need pathfinder functionality back..

    0
  • Tim McLean
    Zendesk Product Manager

    Hey Josh

    Yes, Pathfinder is no longer available. The Sunshine Guide Events app provides similar functionality to Pathfinder, currently focused on Guide activity. I encourage you to sign up for the Guide Events app EAP if you haven't already!

    Zendesk is actively making improvements to capturing customer interactions. We would love to hear what specific functionality from Pathfinder you're missing and would like to see in the future.

    Thanks

    Tim

     

     

    0

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