Exposure Events

Ticket ID links in an email use to open directly to the app to view the ticket. But for months it goes to a browser with the message below where I have to click another button to open to the app. 

Things a bad user experience for anyone using Zendesk and needs to be fixed.


“For a better experience, view this ticket in our Zendesk Support app.”

Bring back the live chat visitor list.  That is more valuable than any of this stuff.

Still happening, even to tickets from 2022.  This needs to be fixed immediately.  We can't even review old chat tickets on the Zendesk app.

We had to create a view to view live chats, but its still unacceptable and three steps backwards.  Why is Zendesk taking steps backward instead of improving and maintaining.  They bought Zopim and destroyed all the good features they had for customers with that product.  It is so hard to use chat now and customers are complaining.

Unfortunately, Zendesk isn't taking their customers' feedback seriously so we have been in contact with alternatives to migrate to.  It's disappointing whoever made this call.

The app and old interface worked in such a way if you typed something in Internal Note, and switched to public, it would keep the text. 

The new interface removes it, making it frustrating to go back and copy the text and paste it back into the Public input box. Fix this!

There is no user path from chat on the web anymore.  I have to use the app to see this for a user I am helping.  This is one of many backwards features of the new interface that make us less productive.

Bring this back! This is the main reason we used Zendesk Chat.

There are a ton of use cases.  One is to reach out to users to make a sale or update them on a service to see if we can get them on board as a new customer.

Another one is if a customer is emailing and not using chat we can reach out to them directly if they are having trouble finding chat (yes it happens).

It's good for testing and verifying what the user is doing and to make sure they are not a hacker or competitor.

We use this feature daily as we are a real time customer support system, we aren't passive like others who wait for someone to reach out to them.