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Syafiq

已加入2023年10月28日

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最后活动2025年2月07日

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的最新活动 Syafiq

Syafiq 进行了评论,

评论Zendesk messaging

Adding on messaging trigger condition where messaging changed from Active to Inactive would also greatly helpful to manage customer expectation while keeping the customer engaged.

 

Its so that we can fire trigger to send message when customer not responding within x amount of time without the need for agent to kept following up with the conversation manually.

查看评论 · 已于 2025年2月04日 发布 · Syafiq

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社区评论 Feedback - Chat and Messaging (Chat)

Any status on this feature? 

I'm using live chats as well as messaging and hoping this feature could address both channel

查看评论 · 已于 2025年1月27日 发布 · Syafiq

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Syafiq 进行了评论,

社区评论 Feedback - Admin Center

+1

In my company, multiple teams working on different tasks in Zendesk, and the Answer Bot is handled by a specific team. However, we can’t provide Admin access to all personnel, as that role allows changes beyond just creating or editing the Answer Bot, which involves sensitive access. It would be ideal if there were an option to limit access specifically to certain roles without granting full administrative privileges.

查看评论 · 已于 2024年12月11日 编辑 · Syafiq

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Syafiq 进行了评论,

社区评论 Feedback - Reporting and analytics (Explore)

+1 on this. Any update yet?

查看评论 · 已于 2024年11月11日 发布 · Syafiq

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Syafiq 创建了一个帖子,

帖子 Feedback - Chat and Messaging (Chat)

The end messaging session feature has been great for my agents. Just my two cents: it might be helpful to add a trigger option that automatically ends the messaging session without requiring agents to manually close it. For example, if an agent sends a specific macro or uses a shortcut, it could trigger the session to end once the message is sent. This would give agents the flexibility to either follow up with end users within the same session if the inquiry or issue hasn’t been resolved, or end the session once it has been resolved—preventing any new messages from coming in if the agent forgets to manually end the session

已于 2024年11月06日 发布 · Syafiq

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Syafiq 进行了评论,

社区评论 Feedback - Reporting and analytics (Explore)

+1

 

Somehow, there's cells with null values retain whilst it can just be merged. Also requires extra effort to merge those cells using Excel

查看评论 · 已于 2024年10月23日 发布 · Syafiq

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社区评论 Feedback - Reporting and analytics (Explore)

+1

 

My instance is integrated with JIRA, and I’ve created custom attributes that return a timestamp when a custom field based on JIRA status is updated. To calculate the duration from the Open to Solve status in JIRA, I would need to use the date_diff formula between the two custom attributes timestamp

查看评论 · 已于 2024年10月23日 发布 · Syafiq

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社区评论 Feedback - Chat and Messaging (Chat)

I couldn't agree more. We definitely need this to cater to our customers' needs as well as optimize our agents' workflow. Cloning tickets is definitely not a scalable option.

查看评论 · 已于 2024年6月14日 发布 · Syafiq

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Syafiq 进行了评论,

社区评论 Feedback - Reporting and analytics (Explore)

+1

查看评论 · 已于 2024年5月24日 发布 · Syafiq

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社区评论 Feedback - Ticketing system (Support)

+1

查看评论 · 已于 2024年5月16日 发布 · Syafiq

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