Luke Bradshaw

Have the same issues as Agnieszka. It makes for some double-handling and awkward comms for us.

Is there a plan on the roadmap for improving the integration? 

Hey Stephan Marzi,

What is the “works council”? Why does this prevent us as Zendesk customers from tracking our employee productivity using Liva Data?

I would also like what Michelle Erikson has requested. Live Data metrics for more than what is included via https://support.zendesk.com/hc/en-us/articles/4408843357210-Live-data-components-for-Explore-dashboards

The most useful metric would be public comments by agents. This is probably the easiest way to for managers and agents to track productivity, but hourly updates for the existing metric (which I am to currently understand is the timeframe for updates to that matric) is not really adequate in my opinion.

Yes this is critical for our usage too.

The part that I'm most confused about, is there seems to be some data in the ‘Insights’ tab of the relevant conversation bot, as explained here that pertains to whether Bot responses included a generated reply. 

Clicking “view all bots' performance”, goes to the prebuilt Answer Bot dashboard which contains nothing about generated replies.

At minimum, I wish I could change the date range (instead of 7-day performance), and specify ‘automated resolutions’ to only include responses where a reply was generated (instead of an Article Recommendation).

It's honestly bizarre that Zendesk don't have any reporting for such a basic metric, even more-so because it does appear to be already implemented in the ‘Insights’ tab, albeit with limited functionality.

Arianne Batiles is there any update on content blocks with images?

Seems this feature has missed several deadlines, and content with only text is a fairly poor customer experience (let alone videos or gifs), especially content that is important enough to be considered for content blocks.

Hi there,

My agents also face this issue, which is rather annoying as it just requires more environment hopping, to confirm a message has not been missed, as suggested by other customers here

In ZD:

In FB messenger:

Audio recording attachments do not come through in tickets either. Please consider adding this, as it's absence largely defeats the purpose of the integration if our agents have to leave Zendesk to get all of the required information from the customer.

Thanks @...

For some reason reporting section in Support was not populating with the 'terms' until I chose a specific 'brand' from the drop-down. Now that I've done that I can switch back to 'all' brands and terms now populate there too

@... was there any updates regarding Explore and the ability to see end-user Search terms for Zendesk Guide? would be really handy to have this back now that Insights is fully defunct and there is no workaround