zAdrian

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

We would like for non-admin agents to be able to view/add/edit proactive messages. As confirmed by Zendesk Support in the ticket #13183663, currently, only admins have access to this section and I was advised to submit a product feedback on this matter.

We are reticent giving admin role to agents only for this permission, so this improvement would be very welcome for our instance.

What problem do you see this solving? (1-2 sentences) 

If non-admin agents can access and maintain the proactive messages, then we won’t be limited by the availability of an admin for it, as we currently are. 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

We started recently using proactive messages and noticed this limitation when thinking about delegating the responsibility to senior non-admin agents to maintain the proactive messages. It impacts our business in the sense that we can update the proactive messages only during times when admins are available.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

No workaround and we are limited to updating or adding new proactive messages only when admins are available.

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

From my point of view, the solution would imply adding this permission in the configuration of the custom roles for agents, like for other features (macros, views, business rules, etc.)

Thanks!

We discovered the unwanted situation where a customer can initiate multiple flows in the same conversation by not filling all the requested details, or not submitting them, and then writing to the bot, which offers again the option and so on. Then, the customer can scroll up and fill the details for each flow stared before. If different details are provided, each of them creates a separate ticket, which is a mess. 

Being able to hide/disable the text entry possibility would avoid such cases.

Another solution would be to allow customers to fill the details only for the most recent invoked and to disable the ones initiated before.

Thanks,

+1 for the concern raised by Mariana above. 

Is it possible to define the text sent via messaging triggers in multiple languages? Dynamic content is not working.

Another shortcoming (or difference, compared to how drop-down fields are presented in the help center web form) is that the ‘-’ option is not available as default in the bot answer flow in Messaging widget.

Example of a dropdown field in help center web form and Messaging bot flow:

Are there any plans to align the way the default option is presented in drop-down fields in help center form and bot flows?

Is it possible to use 2 different subdomains for the same brand, linked to the languages?
For example:
EN: help.company.com
PT: ajuda.company.com
I suppose it's not, but wanted to make sure, as it would be more user friendly to have language specific subdomains host mapped.
Thanks,

For conditions like is there a maximum value allowed for the number of hours? I am curious if it is possible to enter the number of hours corresponding to 30, 60 or 90 days (30x24hrs, 60x24hrs or 90x24hrs).

Thanks,

Troels Lemming Müller. Thanks for your answer.

Using the full resolution time would be less accurate for our interest than the calculated metric, since we want to capture only the times when a ticket was in statuses less than Solved.

From what I know, the full resolution time includes also the time spent in Solved for tickets that were re-opened... correct me if I am wrong.

We want to exclude the period highlighted in the capture from below:

Still looking for alternatives to the calculated metric, with database-level metrics. Hoping that Zendesk experts should be able to help with this, by providing a solution that can easily fix the calculation :)

Otherwise, this change is a downgrade in the service, when no workaround is given to what was possible before.

I will make sure to voice my frustration to our success and account managers that this aggregator was removed for all because there were problems with how it was used by few.

Hello,

We use this calculated metric (Wait time (hrs)) summing up the time spent only in statuses less than Solved (New+Opem+Pending+On-hold):

VALUE(Agent wait time (min))/60+VALUE(Requester wait time (min))/60

And it's used in this formula for defining custom brackets:

IF (VALUE(Wait time (hrs)) <= 4) 
     THEN  "0-4 hrs"
ELIF (VALUE(Wait time (hrs))>4 AND VALUE(Wait time (hrs)) <= 12) 
   THEN  "4-12 hrs"    
ELIF (VALUE(Wait time (hrs))>12 AND VALUE(Wait time (hrs)) <= 24) 
   THEN  "12-24 hrs"     
ELIF (VALUE(Wait time (hrs))>24 AND VALUE(Wait time (hrs)) <= 24*7) 
   THEN  "1-7 days"    
ELIF (VALUE(Wait time (hrs))>24*7 AND VALUE(Wait time (hrs)) <= 24*30) 
   THEN  "7-30 days"  
ELIF (VALUE(Wait time (hrs))>24*30) 
   THEN  ">30 days"  
ELSE  " Unsolved"
ENDIF

Which displays the errors in the attached capture:

Can you please recommend a workaround to define the same formula but with database-level metrics?

Many thanks!

Hello @... and thanks for the answer !

I guess it was right in front of my eyes, but my mind got biased from Insights that the simple filtering by tags doesn't work. :)

Good day!

Hi, Since I couldn't figure out a way to do it, I follow up on my previous question which was answered positively. 

In insights it was possible to apply a filter based on tags to an entire query and get for example a heatmap of FRT and corresponding tickets:

Filter:

In Explore I cannot figure it out how I can restrict the FRT only to certain tickets based on tags, like it was possible in Insights and was answered it will be possible.

Can you please help me with this? We have certain tags that we apply manually for example to outliers, so that they are not included in the FRT calculation, for accuracy. Is there a way to be able to have the same result in Explore?

Thanks in advance!