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ivan.genchev
Entrou em 13 de set. de 2024
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Última atividade em 25 de fev. de 2025
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ivan.genchev criou uma publicação,
Hello All,
I opened a ticket with Zendesk and was advised that Telegram Integration is only available through 3rd party apps and there is no plan at all to add a native integration to the platform.
Telegram has 950 million monthly active users with a worldwide market and it is unfortunate to hear that there no plans at all for its integration, considering that it has a higher usage than some of the others currently available channels.
We would love to see it being at least considered for the future roadmap.
Publicado 25 de fev. de 2025 · ivan.genchev
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ivan.genchev criou uma publicação,
Zendesk offers the option to display Device information for users that open a chat. This information can be useful in a number of ways, including troubleshooting issues for specific devices.
Unfortunately, the option to export this data in any way is currently not possible, and one can only view this information manually by reviewing each ticket. Even exporting the tickets in bulk in Excel or JSON does not provide this information, even though things like IP and country are included.
Having the option to view the % of devices your product is being accessed from, can help locate issues as the code for mobile and desktop versions is usually different.
We recently had an update to one of our scripts which led to the chat being unavailable to mobile users, and we would have liked to see how this affected us in numbers by filtering the Device information in Explore. Manually reviewing a ticket showed us that specific devices could not open it, but having this information in bulk would be so much more helpful.
I believe that the Device filter should be available in any of the Chat or Support datasets as this information is already available on the ticket and it shouldn't be too much to ask to have this available as bulk data.
Publicado 25 de fev. de 2025 · ivan.genchev
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ivan.genchev comentou,
+1 On this. I believe it is very important to have a proper time condition for the ticket triggers. There is no option to action a ticket based on time passed, except for automations where the minimum time is 1 hour.
Specifically, we would like to send automated messages to chat tickets that are in our queue based on time elapsed.
Exibir comentário · Publicado 12 de fev. de 2025 · ivan.genchev
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ivan.genchev comentou,
I agree with Donna Haddigan , a custom time condition is a must have
Exibir comentário · Publicado 06 de fev. de 2025 · ivan.genchev
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ivan.genchev comentou,
The Messaging Triggers feel really limited. Would be really good to see the Conditions from the standard Triggers implemented in the Messaging Triggers, as well as the Action to add a tag.
Exibir comentário · Publicado 03 de fev. de 2025 · ivan.genchev
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ivan.genchev criou uma publicação,
Hello All,
Currently, the two existing “Duration” reports/datasets for chats are Chat Duration and Engagement Duration.
The Chat Duration starts counting down from the moment a customer starts a chat and stops once the last message in the chat is sent.
The Engagement Duration starts counting down from the moment an agent joins until the moment an agent or customer leaves.
While both of these can be useful, I believe the most important data would be a mix of both.
It would be great if there was a dataset that starts counting down from the moment an Agent joints the chat, until the last message sent.
Not only will this provide accurate information for the real chat duration in past reports, but we would also be able to receive Live Data with it.
Currently, only Chat Duration can be seen as Live Data, which is not very helpful, considering that it also includes the time the PL has waited in queue, which is also available as another dataset - “Queue Wait Time”.
Of course we can use the formula “Chat Duration - Queue Wait Time” to get this data but I think it is unnecessary to jump through hoops as this feels like a simple dataset.
Best Regards,
Ivan
Publicado 01 de nov. de 2024 · ivan.genchev
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