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David Walker

가입한 날짜: 2022년 3월 22일

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마지막 활동: 2023년 1월 16일

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커뮤니티 댓글 Feedback - Ticketing system (Support)

It's very interesting to read these few comments here. We experience exactly the same as the above mentioned.  

Here is a brief summary of our case. 

We have a relatively large account, 300+ users. We have used Zendesk chat since 2016 and were very satisfied with the product. In May 2022 we transitioned to agent workspace. Since then, the experience for our agents is very poor. Our agents typically handle three chats simultaneously but this simply isn't possible in agent workspace because of the lag when changing tab, ending a chat, trying to read the latest message from a customer or type a message. In terms of efficiency, the lagging in agent workspace increases handle time dramatically and decreases user satisfaction. 

In an attempt to find a solution, we have provided Zendesk support with endless HAR files, performance traces and countless screen recordings from multiple users but they've not been able to identify the cause. We remove apps, try different browsers, computers, verify internet speeds but the lag is still an issue.

In conclusion, the product is unusable, at least for accounts with significant volume. Our only option it seems is to revert to Zendesk chat. 

댓글 보기 · 2022년 6월 22일에 게시됨 · David Walker

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커뮤니티 댓글 Feedback - Ticketing system (Support)

Hi Zac! Thanks for getting back on this. 

Other than tabbing through ongoing chats, we would also like to have the option to accept a chat with a keyboard shortcut. Our needs are sufficiently covered with all other available shortcuts. 

Really looking forward to any updates you can provide about these two. 

댓글 보기 · 2022년 4월 08일에 게시됨 · David Walker

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게시물 Feedback - Reporting and analytics (Explore)

In reference to this article: https://support.zendesk.com/hc/en-us/articles/4408819082778-How-is-Engagement-first-reply-time-calculated-when-a-bot-transfers-the-chat-to-an-agent-

We have a third-party chatbot with the following setup:

  • It has its own department
  • In a handover event, it transfers the chat to a human group
  • It does not leave the chat until an agent has accepted the chat

To our knowledge, we have no option in Explore to measure the time between these events:

  • Last message from chatbot
  • First message from agent

We would like to understand the wait time in between these events. Using Engagement first reply time doesn't give any insight into the amount of time a customer waited in queue. 

Is there something we're missing here, or potential this measurement could be included in Explore?

2022년 3월 29일에 게시됨 · David Walker

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게시물 Feedback - Ticketing system (Support)

Summary

We receive significant chat volume and our agents typically handle 3-4 chats simultaneously. They utilise keyboard shortcuts to tab through the multiple conversations. Having to reach for the mouse each time is certainly not efficient when handling hundreds of chats per day. This feature works without fail in Zendesk chat. However, we intend to activate agent workspace and noticed during tests that keyboard shortcuts do not provide the same value. 

Steps to Reproduce

OS - Windows
The shortcuts provided in the overview are:

  • "win + ctrl + ." next tab
  • "win + ctrl + ," previous tab 

If a user has multiple tabs open / ongoing chats, the only way in which they are able to utilise these shortcuts is to click away from the description box, meaning interaction with a mouse is required. 

It's challenging to describe the logic in its current state because there doesn't seem to be any consistency. If for example, I click away from the description box, it is possible to tab to the next ticket, but then I need to click in the description box to form a response. Once my cursor is in that description box, the only option available is to click away from it to move to the next tab. This however seems to be intermittent, sometimes I need to click into the description box, sometimes it isn't necessary. 

We were informed that a different shortcut is used at Zendesk "ctrl + alt + tab". On a Windows machine, this is opens a quasi-dialogue window by default. Maybe there are alternatives that we're not currently aware of. 

Business Impact

With significant volumes on chat, a mouse is required to tab through multiple tabs, slowing agents down and increasing chat handle times. We would expect that such a simple feature would work as it does in the former product. 

 

2022년 3월 22일에 게시됨 · David Walker

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