Rob Becker

October 7, 2024, and this still isn't being taken seriously. This is so basic; it's shocking that this hasn't been addressed by now. This is now a seven year old issue. That's embarrassing.

Walter Bellante Is there any sort of update on this? Still on track for Q3 or Q4?

I found this discussion because I'm struggling with the same. There has got to be a better way to handle this. If Messaging is preferred over classic chat, there needs to be some consideration for those who want to treat Messaging sessions as seperate for a a multitude of reasons. This flow doesn't make sense:

1) Customer has a Messaging session with an agent, and a resolution is reached during that session. Ticket moved to Solved.
2) Customer receives the CSAT prompt in the widget and responds, they are then given the stock "Thanks for your feedback. If you need more help, you can ask another question at any time." message. 

From here, it's as if the customer is dropped off in the middle of nowhere. Questions aren't answered by the bot - although it would be easy for a customer to think the bot might respond. Instead, the original ticket is reopened. What if the original ticket is for a completely different issue?

I've attempted to set up a macro/trigger/automation to force the ticket into an actual Closed status, but can't seem to get that to happen. I can change the ticket category to Closed, but the ticket status remains Solved.

Am I missing something here as far as how this should work? There should be some way to kick the customer back to the beginning of the Messaging flow once a ticket is solved.

Also, to offer that customers should pay for Sunshine Conversations to achieve the multi-party conversation feature is not a solution. I've been given various expected targets for this to become a stock Zendesk feature on our plan over the last year plus, and I believe we're now looking at 2H 2024. The more I dig into this, the less thrilled I am with it.

Add me to this list. I thought I was losing my mind until it occurred to me that I can't see every dashboard.