Route 101 Admin

Although the side context panel can show the email address, it's an extra step to click on for agents.

Showing the SMTP address on the ticket by default would also aid agents in spotting spoof/phishing emails

There's a number of Accessibility elements on the Zendesk Messaging widget that don't meet the Accessibility standards, and are unfortunately not editable. Would be great if we had the option to edit these, and if there was more Accessibility control surrounding screen / speech readers.

Area: Zendesk (mob + desktop)

Issue: On the chat widget “type message” does not meet the contrast target. 

Status: Not editable by users

Area: Zendesk (desktop)

Issue: Speech reader does not differentiate between different images.

Status: Not editable by users. 

Area: Zendesk (desktop)

Issue: Text <> background contrast does not meet threshold. 

Status: Not editable by users. 

Area: Zendesk (mobile)

Issue: Reader not recognising images as links in Messaging chat stream. 

Status: Not editable by users.

Area: Zendesk (mobile)

Issue: Reader not recognising bot responses as clickable in chat stream (Ref above image).

Status: Not editable by users.

When using the ‘Enhance Writing’  functionality for ticket replies to make responses more ‘Formal’ or ‘Friendly’, it will default to English (US). Currently there's no option to set preferred English language type to English (UK).

Would be great to have the ability to set the preferred language, or perhaps have Generative AI use English (UK) or English (US) based on certain keyword spelling.

One of our customer's has flagged that on the messaging launcher the icon (that appears on the top left) has alt text associated with it ('company logo').

When using a screen reader on their website, with the launcher loaded, the screen reader will read out 'company logo' when it hits this element, which is less than ideal. 

The suggestion here is that this alt text should (a) ideally, be removed altogether (b) or should be able to changed on the back-end to better reflect the brand. 

Agreed, we tend to sway customers away from Live Dashboards and suggest they use third-party apps instead in order to monitor live data. 

Any instance with numerous brands and groups would struggle without the option to select more than one in a filter at once. 

Why not match explore filters, the groundwork is already there?

Agreed, we tend to sway customers away from Live Dashboards and suggest they use third-party apps instead in order to monitor live data. 

Any instance with numerous brands and groups would struggle without the option to select more than one in a filter at once. 

Why not match explore filters, the groundwork is already there?

We are having an issue with calls being cut off instead of queued when all agents are busy. Is there an option to change how long customers can queue before being cut off?

Hi

Is it possible to report on agents login time and login periods within Explore? From my understanding this information like this is only accessible within Audits. however I cannot find this information within Audits either.