Melanie paul

We have been discussing the move to MAU with our sales rep. He mentioned something along the lines of because we do not Authenticate our users, we would need 3 MAU for each user? Meaning, that we would need Triple the Amount of MAU as active users we see interacting with our bot's?

Is this valid information? 

Can someone help confirm what the 0's and 1's mean on a similar report to the one's discussed on this article?

Does a 0 mean that there were no successful resolutions and a 1 mean that there was?

Hi - 

This issue with the messaging reply from our customer on ticket not always being visible is back. It seemed to get better for a while there but is 100% happening again.

Just as a re-cap, this is when a ticket is answered by us and marked as pending. Our agent closes the tab, and then the requestor replies and the ticket comes back into our view. When we click the ticket to view the reply from the requestor, it is not there. However its evident the requestor replied because the ticket has moved back to open status, is back in our view that only shows open or new and you can sometimes see part of the requestors reply in a preview, but the reply is not there once you fully open the ticket.

Any ideas what might have changed? 

This is helpful information, the multiple browser tabs (which I am totally guilty of) or even the account assumption - I am frequently chatting with Zendesk Support these days. Thanks for the tips!

Prakruti Hindia thank you for the response. However, this is occurring when the ticket window has not been left open. After we have marked the ticket pending, and are awaiting a reply, once the customer responds there can be a delay in our agent being able to see the actual text response from the customer. We will receive the notification, and or see the ticket move back to open status, but are not be able to see the text that the customer replied with. 

Can you please create a ticket for us?

I have actually just resolved this by making sure I'm moved to online under the chat status. It seems that when  I am online there is a notification noise.

Hi Sonny,

Thanks for the response. However, we do not have Social Messaging enabled at this time, just standard messaging. Is there an option to adjust this for reg. messaging?

Hi Cheeny,

I am not logged in on more than one browser at a time. I only have one computer for this purpose and only use chrome on it. Is there a way to see what other browsers are logged in?

We recently upgraded to have messaging. When we get a new in-cue message, its hard to know immediately to respond, because there is no noise. Is there a notification noise we can turn on for this?

We see this chat is disconnected error a lot. We then click to reconnect it. Does anyone know what this is about? When I reached out to Zendesk support a while back, I was directed to basic troubleshooting tips that weren't helpful.