Feature request: Flow Builder - ask customer to submit ticket if no article is found

11 コメント

  • Pertti Kangas

    There should be no option to talk to a human or chat. This should be configurable in the flow builder settings.

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  • Nicole Saunders
    Zendesk Community Team

    Thank you for sharing your thoughts, Pertti. Can you provide some additional detail and context about your use case? i.e. Why you need these functions, how significant of a business impact it is, etc.? It's really helpful for the product manager to get the whole picture of your workflow and how your request fits into it so that they can fully understand the problem and your needs. 

    If other users are seeking similar functionality, please up-vote Prertti's post and add your detailed use case in the comments below. 

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  • Pertti Kangas

    Hi Nicole,

    Sure thing. 

    1. Your question: Why you need these functions?

    ANSWER:

    We use currently only email support. No chat and no phone support. We would like to have the flow builder to first propose an article from our knowledge base to the user as the first step. Then, if the user does not find an article that is useful, flow builder should ask them to create a ticket. This ticket will then be answered by our agent by email as usual. 

    2. Your question: how significant of a business impact it is? 

    ANSWER:

    We do not offer chat or phone support, so this is very important to us. It is a disappointment that this is not already standard as I think it is a very basic feature that the Flow Builder should offer.

    I saw that other users were having this same need so it would be great to get this feature working. The flow builder seems to be useless for us without it. 

    Please let me know if you need additional information.

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  • Nicole Saunders
    Zendesk Community Team

    Thanks for the additional information, Pertti.

    We'll continue to keep this thread open for additional votes or comments so that we can understand if this is a need for many users.

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  • Pertti Kangas

    Hi Nicole,

    I understand the idea of collecting votes for these, but the downside is that you may miss other requests that are asking the same, which I have seen on the channel.

    Also, I find it interesting that something as basic as being able to offer email support to a user was missed when this feature was developed. It sounds quite fundamental, and should absolutely be an option for companies that cannot / do not want to offer live chat. 

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  • Nicole Saunders
    Zendesk Community Team

    Hi Pertti -

    We track all of the related requests internally, and do try to redirect people to existing feature requests when we can. Those votes do get aggregated on the back-end of things.

    I can't speak to the thought process of the PM at the time this was created nor the original intention behind it. But this is now in our feedback loop, and we'll continue to track the impact and significance of the issue.

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  • Pertti Kangas

    Hi Nicole,

    Thank you for the update. I'm looking forward to seeing this feature added to the flow builder soon. 

    Thanks,

    Pertti

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  • Timothy Beutler

    We too would find this extremely useful, as we also do not offer phone or chat support at the moment. Using Flowbuilder as a lead-up to a contact form would be ideal. We would like to be able to ask questions via Flowbuilder that would not only be able to show certain articles based on the answers, but also to then populate fields within the contact form already, so when they get there, the already-given information is captured.

    Please consider this a very important feature update!

    Thanks,

    Tim

    1
  • Anna

    This would be helpful for us as well. We have a brand that only offers email support at this time and flow builder would be very helpful in guiding customers to self-serve before giving them a form to fill out and contact support. 

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  • Packlink Shipping SL

    I think the flow builder should add as an action: create a ticket, not just transfer to an agent via chat.

    Why? We offer chat support to our customers as well as ticket support. In case case agents are not online or the customer would like just to submit a ticket, we would request ticket form and some custom fields, and a ticket would be then created.

    I am actually surprised you don’t even consider ticket creation as an action in flow builder.

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  • Brianne Hansen

    I would also like to customize the options a user can pick after an article is sent. Right now, they can just start the flow over or try again. I would like the option to transfer to an agent. The option to submit a ticket could also be helpful!

    0

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