Resolve Chat Shortcut Issues - Frequently asked questions
Discover solutions to common questions about resolving chat shortcut placeholder issues in Zendesk's Agent Workspace. Learn how to address service incidents effectively.
Frequently asked questions
What was the issue with Chat shortcut placeholders on July 11, 2024?
On July 11, 2024, there was an issue with Chat shortcut placeholders where the {{agent_name}} placeholder was displaying the full agent's name instead of their Chat Display name. This affected customers who had migrated to the Messaging Omnichannel…
How was the Chat placeholder issue resolved?
The Chat placeholder issue was resolved by implementing a fix on July 12, 2024. This fix ensured that the {{agent_name}} placeholder would correctly reference the agent's alias instead of their full name. Users were advised to refresh their…
What caused the Chat placeholder issue in Zendesk?
The root cause of the Chat placeholder issue was a process breakdown during the initial planning of the Messaging Omnichannel Backend (OCB). The performance of the {{agent_name}} placeholder in the new OCB environment was not clearly defined,…
What steps were taken to prevent future issues like the Chat placeholder problem?
To prevent future issues similar to the Chat placeholder problem, Zendesk updated product documentation to clearly define feature operations in different environments. Additionally, improvements were made to planning and testing processes to ensure…
What should I do if I still experience issues with Chat placeholders?
If you continue to experience issues with Chat placeholders, it is recommended to reach out to Zendesk's Customer Advocacy team for assistance. They can provide further guidance and support to resolve any ongoing problems you might be…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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