Bonnie

Has anything come from this? It seems as though it's been years, and there has been no movement. Is it just me, or does Zendesk not actually work on the requests that they receive for improvements to their product? I'm not sure what the improvements are that they make or how they are decided, but simple things like this seem to be ignored.

Jacqueline, Do you know how to set the custom URL Aliases for Zendesk? 

Is there a way to see what previous macro usage has been so we know how much more is needed to train the macro and start receiving suggestions?

I am trying to build a report that allows me to see how many incoming messages are self-resolved and how many are transferred to an agent. I have looked through all the data sets and I cannot find one that will help me build a report around self-help vs agent involvement. 

In the same thought, I also wonder if there is a way to view searches vs tickets created by users by user. As in the dashboard for Zendesk Guide and searches tab but combine the same user. If a user views 6 articles and starts 1 ticket that will be different metrics than a user viewing 1 article and creating 1 ticket.

The way links work in messaging is clunky and ugly. It's nice that they are editable in email now, but when can we expect to edit links in Messenger and not send the entire link? https://help.accruesavings.com/hc/en-us/articles/14558768213524?source=search&auth_token=eyJhbGciOiJIUzI1NiJ9.eyJhY2NvdW50X2lkIjoxMTI4NDgwMCwidXNlcl9pZCI6MjE2NjYwNTQxMDIxNjQsInRpY2tldF9pZCI6NDU2NywiY2hhbm5lbF9pZCI6NjMsInR5cGUiOiJTRUFSQ0giLCJleHAiOjE3MDQ2MzMyNzV9.8VJTkQJ4NGIG3ss0MCZG5kbaV1WpeqrwQXZxriDlpd8 for a help center link is way too long we should be able to shorten it How to request a refund. 

There is no way for an agent to send the "buttons" during a chat, so once they are with a live agent, they cannot cleanly send the user any links, even to help center articles.

Brandon Tidd

Follow up to your response to Rohan, Is there a way to set the subsequent groups in a specific order? It seems to default to alphabetical order? Also if the individual user assigned to the group is offline will it automatically assign to the next group? 

Thank you,
Bonnie

It would be nice if we could set smart text, smart list, or editable fields in macro tickets. 

For instance if I want to make a personable email to our users but will be sending to multiple users with different field amounts/names I cannot make a general macro for all the users. 

If I want to reach out to users with payment problems I would like to write a sentance in the email such as "We tried to run your payment but unfortunately it was [declined,returned,rejected,etc]". 

It would be nice to be able to put in a smart text (open short answer field) or smart list (drop down with prepopulated options). Then you could Tab through these editable fields to fill in the email/note appropriately.

He there, 

I had asked about default groups. I was able to figure that out with some digging of my own. I also asked about uploading user info via CSV I have tried a few different times and cannot seem to get it to work properly. 

I also was wondering how do I get a users name to show up when they call in? I have tried inputting the users phone number in their account in every format I can think of but it always seems to ring in with just the phone number and then I have to manually attach it to the user or merge it to the user.

I appreciate your quick response! Thank you! 

There are so many things that do not work properly and never anyway to connect to support. Having to wait DAYS for a response through a chat is insane to me!