Antoni Saetta

Bonjour,

Nous souhaitons créer des rapports sur le pourcentage de chats (messaging, pas l'ancien chat) auxquels nos agents répondent à l'aide de Zendesk Explore, mais je ne trouve pas les bonnes metrics et les bons attributs pour le faire.

En gros, nous cherchons un rapport plutôt binaire : répondu, ou pas, et le présenter sous forme de pourcentage des chats totaux.

Merci d'avance.

With a fully open instance of Zendesk where we reply to our customers via e-mail, how would you update a trigger that notifies them of our reply via e-mail to combat spam? The subject surely has to be "Re: {{ticket.title}}" to re-use what the customer set as a subject in his initial e-mail.

Hello there,

I've recently started to build a full messaging experience for our customers, involving the conversation bot. Since we're a company with a European scope, I need the bot to provide multilingual support.

When enabling multilingual support through automatic translation, I noticed that the first message sent by the bot is "This is an automatic translation". I don't find this warning very customer-friendly, as they might think we just don't care about them enough to spend resources for their language, while it's only a technical limitation from Zendesk itself.

Are there any plans to offer disabling that automatic warning? Or even better, plans for a feature without automatic translation in the flow builder and the conversation bot - such as resorting to dynamic content.

Cheers,
Antoni

Hello,

I had been testing in our sandbox a trigger to send a confirmation email to anyone writing an email to my company, using dynamic content to have it available in multiple languages. While HTML formatting in the dynamic content worked in sandbox, it doesn't in production (so basically, HTML tags are visible, making it unformatted).

I have copy/pasted the exact same trigger and dynamic content from sandbox to production, yet there's that difference.

Does anyone have any idea where that could be coming from? Maybe a setting I missed somewhere?

Cheers!