Prakruti Hindia

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

Apologies for delayed responses to asks here. Anne and Gabe - Thank you for your responses.  Are there plans to have messaging reporting/metrics include things such as refusals? Meaning, when an a...

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• Prakruti Hindia
• Création 11 mai 2023 07:47
• 0 vote

1. Objects and rules
2. ...
3. Routing
4. About omnichannel routing with unified agent status

Jason, glad to hear that!  Kris - I will drop you an email with the details. 

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• Prakruti Hindia
• Création 25 avril 2023 07:35
• 0 vote

1. Communauté
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...

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• Prakruti Hindia
• Création 1 décembre 2022 07:49
• 0 vote

1. Communauté
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...

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• Prakruti Hindia
• Modifié 1 décembre 2022 06:59
• 0 vote

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...

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• Prakruti Hindia
• Création 16 novembre 2022 09:10
• 0 vote

1. Communauté
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...

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• Prakruti Hindia
• Modifié 8 novembre 2022 07:21
• 0 vote

1. Communauté
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. ...

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• Prakruti Hindia
• Création 8 novembre 2022 07:17
• 1 vote

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

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

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• Prakruti Hindia
• Création 26 septembre 2022 04:03
• 0 vote

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...

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• Prakruti Hindia
• Création 26 septembre 2022 03:44
• 1 vote

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. ...

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• Prakruti Hindia
• Création 26 septembre 2022 03:30
• 0 vote