Allie

Zendesk Product team, we have been waiting 4 years on this. Backlog ticket data is incredibly valuable and it doesn't make sense that we aren't able to divide and filter this data using custom fields that we've created in other datasets. Please prioritize this! 

Hi there! 

First time posting here but long time reader. 

I am looking to reference a “field_key” value with a Custom Object that I associated with a ticket. For context, I have a lookup field in my ticket directly associated with the records in the Custom Object and I would like to pull the value one of the Custom Object fields to use in an API call externally. 

I've tried to use the following placeholder in the JSON of my API call but it is returning a blank value:

{{custom_objects.myobjectkey.custom_fields.thefieldkey}}

I've ensured that there is no typos in my copying of the object key and field key into the placeholder. Not sure if I need to reference the field ID value of the lookup field instead.

Does anyone know if there is a way to reference this data? Or is what I am trying to achieve not possible at this time?
 

Hello! For clarification, if I have 3 different schedule for 3 time zones - does business hours account for all three? Or just the first one?

Hi there! Is there a plan to include file sending options like Chat for Messaging? As a software company, we have our own file type and we use Zendesk as our support tool for troubleshooting with our user base. Not being able to attach those file types prevents my team from being able to efficiently do their job. 

Hi there!

I am having trouble with getting the "Visitor served" condition to be acknowledged with my Messaging Triggers in the Chat dashboard. If the message is assigned to an agent and they have replied, the chat trigger will still send the automated message. Not sure if I am missing anything with my conditions here:

Any help you can provide is much appreciated!

I agree with Iryna here about having the ability to adjust the timeout for chat/messaging sessions. I understand that the behavior is to timeout after 10 minutes but we should have the ability to adjust that to our business case. 

My team is a Support team where they also do remote troubleshooting during a session so messages can become inactive pretty quickly if they are doing actions on the user's computer. 

Please take that into consideration and allow us to make adjustments to that timeout. 

+1 Having the ability to test out different scenarios in Sandbox is what makes it so useful. Having to request that it be disabled seems counter-intuitive when it comes to what the Sandbox is intended for.

Hi!

The benefit of "chat rescuer" was that there was a condition in there for a "Visitor Requesting a Chat" which is not available in Proactive Messages. This is a huge gap and Proactive Messages is not a viable alternative. 

Is there anything on the roadmap to include something similar to "focus mode" in omnichannel routing? It would really be great to not overwhelm my agents with being served a call when they have the capacity for 2 messaging tickets.