Sascha Korinth

+1

This is a very good feature request. Our customers also tend to spend little or no time in the help centre/request area. I think this would save many companies a lot of work if it were possible.

I have to correct my statement. There seems to be a slight delay of up to half an hour if you change the default organisation. Now the correct default organisation is assigned.

It would still be desirable for the ticket to inherit all keywords from all organisations if the end user exists in several organisations.

We also have a similar challenge that in our Zendesk instance end users are sometimes active in several companies and write emails / tickets.

Company A is a so-called ‘priority partner’ and company B is not. I can assign both organisations to this user and set company A as the default organisation, but this has no effect on ticket creation.

In some cases, the ticket is still assigned to company B, which means that these tickets do not inherit the keywords for prioritised handling.

As a user, I would like the ticket to be assigned to the organisation that was set as the default organisation.

In addition, I would like the ticket to inherit the keywords from all organisations to which the end user is assigned. Otherwise, I do not understand the principle of why a user can be in several organisations, but does not inherit the characteristics of all organisations.

Dear customer support,

we currently pay by bank transfer. we receive an invoice with a payment target of 4 weeks. 
We would like to switch to a credit card, which has to be charged before the amount is debited due to the high amount.

If I specify a credit card as the payment method - how many days or weeks before the amount is debited from the credit card do I receive the invoice with the information on how much money will be debited? Is it still 4 weeks?

Hi Shawna,

please excuse me, I assumed that my (short) post contained all the information needed to understand the problem.

I have just adapted it to the default and hope that this is now easier to understand.

Have a nice day.

I would like to have an option in the Bot Builder that allows me to jump to a selectable point in the tree structure, for example back to the beginning. This option should enable the user to clarify several questions while the bot is open.

Our bot tree is configured in such a way that the user is asked at the end of the tree whether his problem could be solved or not. He is then given the opportunity to create a ticket, after which the survey ends.

This problem occurs several times a day because the user either has several questions immediately or leaves the tab open in which the bot is open and then has another question later. Customers who are new to our software are affected by this. It is important to us that new customers have a positive user experience so that we don't lose them.

Currently, the user must close and reopen the tab in which the bot is active if he has several questions (which is the only option I've found). That seems a bit too complicated and is not very intuitive.

We would like to have an additional element in the Bot Builder that allows me to jump to a selectable point in the tree structure. This option would be great and would improve the user experience in the event that the user has a second or more questions.

We have the same problem. If one of our customers gives us an incorrect e-mail address or the person in charge makes a wrong note of an e-mail address (e.g. due to a telephone note), they do not receive a response when they send an e-mail to this incorrect address.
This leads to a negative customer experience because the customer thinks that no reply has been sent.
We would like to see a message similar to the "Not delivered" messaging if an email could not be delivered to the end customer.

We are also in the process of developing an answer tree and making it available to our customers. As this is very extensive, the user does not always get the desired answer when entering free text - this is the result of initial internal tests. This would greatly reduce the acceptance of this great feature. We would therefore very much like to have this feature.

We also often have the problem that our customers use the same email instead of writing a new one. Unfortunately, education is not possible, we have tried that for years. ;)
It would be a huge help for us if Zendesk implements a feature to split these tickets again. With more than 100 users, 3$ per user/month for Split 'n' Close is not an option for us.

Therefore, I agree with the previous speakers and kindly ask Zendesk to take note and implement it.

Have a nice weekend in advance.