Zhansaya Adyrbek

Dear Zendesk Product Team,

We would like to share our suggestions for enhancing the “Updates to your ticket” section in Home in Support (see screenshot below).

To improve the functionality of the "Updates to Your Ticket" section, we suggest that tickets should automatically disappear after being opened. If this isn't feasible, we recommend providing agents with the ability to close tickets themselves from that section.

Dear Zendesk Product Team,

We would like to share our suggestions for enhancing the customizable Dashboard for Agents.

Now we have next criterias in dashboard:

1. Open Tickets (current)
2. Ticket Statistics (this week)
3. Satisfaction Statistics (60 days) 

We would like to propose adding additional criteria to enhance our dashboard:

1. Solved and Closed Tickets for Today: It would be ideal if agents could select the date and status category directly within the dashboard.
2. KPI for Agents (Daily/Monthly): If feasible, KPIs should be managed by supervisors or admins, allowing them to assign them directly to individual agents or groups.

Alternatively, consider implementing a customizable dashboard feature, enabling admins to tailor the dashboard to meet specific business requirements.

Dear Zendesk Product Team,

We would like to share our suggestions for enhancing the customizable CSAT.

Our aim is to incorporate dynamic content in the CSAT triggered messages. In addition to the standard text "Как прошел чат?" we propose utilizing dynamic content such as {dc.custom_csat}, which includes variations like "How was your chat? Как прошел чат? Чат қалай өтті?" The responses would be limited to emojis (thumbs up and thumbs down).

The new "Customizable CSAT" functionality isn't working for us due to the requirement to open in a new window.

During testing, many colleagues experienced issues with long loading times for the answers, which hindered access.

We would find it more suitable if the answers could be displayed within the chat itself, similar to the current CSAT format shown in the screenshot above.