William Chase Myer

+ 1 

I can understand the difficulties around extracting such data within a given time slot as well as the sheer amount of comments associated.

A few Questions:

1. Would a compromise of filtering for Keywords be more feasible? Potentially migrate the "contains the following word/string" condition found in triggers/automations in support to explore? 
2. Could inquiries submitted via web form have the initial comment/question pulled more easily?

Use Case: I want to see in a more granular view what questions are coming into the environment based on the tags/macros selected.

Example: 

I have 4,000+ tickets categorized as Product::Product Question::Fit/Size. I want to see if they are looking for specific measurements, fabric type/quality, etc... 

I don't even know where to begin here.... YES, PLEASE! If chat EAP has the functionality to integrate both interfaces into the support environment, why can't explore have the same? 

Naturally, I mean the ability to migrate your custom dashboard into either the analytics page, or the home screen. Lord knows that nobody truly uses that page on the support instance. This brings 2 questions:

1. If EAP for chat is to converge the two platforms for a seamless experience, than will this be the same for Explore and reporting purposes?
2. At the very least, could ZD implement a function to add a custom tab to the analytics page like explore offers on dashboards? 

Steve, 

This is something that I have had to troubleshoot as well and is relevant to forwarding tickets to an external email address article. 

You have two options from what I have been able to identify, well 3, if you purchase the app. 

1.) Add CC manually while creating the ticket.

2.) Create a trigger that activates an "email target" extension under settings in Admin view. (you can only have 1 email per extension/trigger) Guide here

3.)  Purchase the email forwarder app on the marketplace for $5.99 per agent per month. 

 

Ultimately, if the other team members are not integrated into ZD as an agent, at the very least, these will be your best options. Sadly, the easiest option would be #1. However, if you want to automate the process and you are willing to build the workflow and maintain it, option #2. 

Best of luck!