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Will Yolen

Data ingresso 15 apr 2021

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Ultima attività 27 dic 2023

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Will Yolen ha creato un post,

Post Feedback - Ticketing system (Support)

Hi, 

We would like the ability for Team Leads or Managers to be able to change Talk states for other agents. This feature should be able to be assigned to roles. There is not always an Admin only that can change agent roles, and we would benefit with having this feature for Team Leads.

Data ultimo post: 21 nov 2022 · Will Yolen

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Will Yolen ha commentato,

CommentoAdditional ticket channels

Hi Anne,

 

Thank you so much for sending this resource. I see that there was an EAP and now its closed but I dont see any follow up since then. Do you know when I can expect this feature to be available to our Zendesk (since the EAP will not allow any new customers).Thank you!

Visualizza commento · Data ultimo post: 21 nov 2022 · Will Yolen

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Will Yolen ha commentato,

Commento nella community Feedback - Voice (Talk)

+1 On this request! We also would love the ability to create custom statuses for reporting purposes. Please let us know if there has been any update since last update was over a year ago.

 

Visualizza commento · Data ultimo post: 21 nov 2022 · Will Yolen

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Will Yolen ha commentato,

CommentoAdditional ticket channels

+1 to J Bell and Nick -- Is there any way or option to create custom statuses in Zendesk Talk?

 

Visualizza commento · Data ultimo post: 18 nov 2022 · Will Yolen

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Will Yolen ha commentato,

Commento nella community Feedback - Chat and Messaging (Chat)

I would also like this feature implemented asap

Visualizza commento · Data ultimo post: 11 ott 2022 · Will Yolen

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Will Yolen ha commentato,

Commento nella community Feedback - Chat and Messaging (Chat)

I wholeheartedly agree with the other customers who have posted here. The lack of a "back button" or "back to main menu button" is a huge miss and needs to be addresses asap. As mentioned before:

- We should have the option to have a back button at every step of the flow

- We should have the option to place a "back to main menu" button wherever we see fit. 

 

Can zendesk share an estimate for when this feature will be released?

Visualizza commento · Data ultimo post: 11 ott 2022 · Will Yolen

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Will Yolen ha creato un post,

Post Feedback - Chat and Messaging (Chat)

Currently, we have on our site a URL hyperlink that opens our chat widget for the customer. We are in the process of going from Chat to Messaging and would like to maintain this functionality but have learned that it is impossible to accomplish this with the New messaging widget. Sepecifically, we would like a URL link that opens the chat (as opposed to just opening a new webpage with the messaging widget still minimized). Please, in order to make messaging better than Chat this feature must be implemented.

Data ultimo post: 09 set 2022 · Will Yolen

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Will Yolen ha commentato,

CommentoHelp with Web Widget

We want to update our Chat Widget to Messaging, but the limitation that does not allow a direct link to the live chat window is a huge setback. Is there any possibility of including this feature in the future. 

Visualizza commento · Data ultimo post: 09 set 2022 · Will Yolen

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Will Yolen ha creato un post,

Post Feedback - Chat and Messaging (Chat)

Hi, 

The option to add optional text to the messaging widget is very misleading. This option does not add the text next to the widget but on top of the widget (as shown below). This is confusing and not clear to the end user that this is an area they can click for support or messaging help. Please update this so that it adds the text INSIDE the Launcher icon (like the classic web widget)

Data ultimo post: 25 ago 2022 · Will Yolen

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Will Yolen ha commentato,

Commento nella community Feedback - Ticketing system (Support)

Hi,

Adding in my thoughts--it is extremely detrimental to not have shortcuts available to the agent in the agent workspace. The agent workspace is designed to increase the agent's efficiency and overall speed and when messaging (or texting) and shortcuts are the ideal replies (we designed them to be shorter and more succinct, getting the customer exactly what they need as fast as possible). We built our shortcuts from our Macros, and it seems like a waste of resources to now remake every shortcut as a macro again. There should be a way to use shortcuts as macros, or (at the very least) there should be a way to automatically recreate shortcuts as Macros.  

Visualizza commento · Data ultimo post: 22 ago 2022 · Will Yolen

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