Daniel Dallimore

When a customer sends us an image via Messenger the image is not visible to agents, attempting to click on the image or download it also does not allow the agent to view it. All that is displayed is the file name of the image. 

Has there been a change to the integration? Previously this would show a in the Slack channel the ticket was raised from, now this only shows a notification in the Zendesk app on slack rather than the channel.

Hey Kylene, as mentioned above I don't believe this is possible within Zendesk to change the font style based on a response.

You could use triggers to change a ticket status when a customer responds. This would highlight to your agents that a ticket needed their attention. You could also use custom ticket statuses if you wanted to provide more information to agents. 

Hey Kylene Carpenter when you say you are looking for a way to make a ticket bold are you looking to make the font bold or highlight to an agent that a customer has responded, and if so on which channels?

Hi, when trying to implement this solution the placeholder does not appear to be generating a URL for the recipient to select. Has anything changed with the placeholders or the satisfaction system?

Hey Deke, we typically don't use an auto email for closed B2C cases. Agents indicate to customers how they can get back in touch as part of normal communication when replying to emails. They do then get the CSAT when the trigger runs after the ticket is solved which we find tends to prompt customers to get back to us if they feel they need more support. 

I think it would depend on your use case and if you expect customers to need more ongoing support rather than one-off transactional support from your team. 

This sounds like it could be a really quick way for users not so familiar with Explore to find the information they are looking for!

• What is the containment rate on my iOS bot this week?
• Which of my agents in group X has solved the most tickets this quarter?
• What is the most viewed help centre article for signed-in users?
• What is the most used bot flow vs the least used bot flow?
• Which agent solves Messenger tickets the quickest and has a satisfaction rating of over 80% for the month?

As a business, we are currently utilising two Android Messenger bots across two different apps. Both apps belong to the same brand and group within Zendesk however we currently have no way to distinguish between the performance of each bot. 

It would be hugely helpful to have an attribute to allow reporting on specific bots and to compare bots on the same channel to view performance and containment rates when A/B testing.