Deke Marquardt

Thank you Harper Dane! Did you ever receive CSATs saying that the case wasn't properly resolved with the 'Case Closed' email? Just wondering if you felt user sentiment ever hurt more with both a CSAT and 'Case Closed' email than just delivering a CSAT email for other reasons? For example, the user maybe would sense that the 'Case Closed' would be an indicator that the support team is no longer paying attention to the case, whereas the CSAT could still come across as just hearing feedback from the support experience, whether the user views the case as closed or not? I really appreciate the insight and, yeah, these small decisions do impact user sentiment some. I like your other triggered emails too!

Hello, in the experience of other support agents serving B2C users, do you guys ever trigger emails to users that their case is closed? Do you find it necessary or not? Would the CSAT email suffice as an implication that the team have serviced their users?

Hi! If I made some changes in the Sandbox that is different from the current testing environment and I go live with a new support form that is integrated with the online support form and Salesforce, would all new production happen within the current production environment or whatever is created in the Sandbox?

I am looking for a recommended CSAT third-party app in the marketplace, ideally something more on the affordable side. I mainly just want to ask specific questions and get answers based on a scale rather than good/bad. Any suggestions?

Could we get a notification of when a requester sends a ticker more than once a week. It would help us recognize if the user sends a duplicate so we don't have dual efforts on the same ticket. Thank you!

Hi! It seems so easy yet has been so hard to just find a ticket language translator both for reading and sending tickets. I know it exists with Chat but is there still nothing built-in Zendesk to handle regular emails? I have explored apps but it seems pretty ridiculous to spend $99 a month on a language translator in this day and age with Transfluent, especially with Google translate doing it for free. Anyone who knows of a good free or limited cost one that could be integrated in Zendesk through the Marketplace if there is still nothing Zendesk offers yet?