Zendesk is aware of the agent anxiety caused by the expectation of an 'always on' human presence due to the messaging widget. To address this, they are considering changing the 'Transfer To Agent' step name to 'Create Ticket'. This change aims to alleviate the pressure on agents by setting more realistic expectations for customer interactions.
The Zendesk Bot and Agent experience teams are exploring possible improvements to this aspect of the messaging experience, ensuring that agents feel more comfortable and less pressured when using the platform.
Zendesk is actively working on several improvements to enhance the messaging experience. Key areas of focus include removing or raising the step limit from 2,000 by introducing reusable answers, improving the closing inputs to reduce 'bot…
Zendesk has proposed a workaround for the issue of counting a Monthly Active User (MAU) when a visitor merely opens the widget without interaction. The suggested solution is to use proactive messaging instead of the bot for initial greetings. This…
Zendesk sees omnichannel messaging as the future and is encouraging customers to transition from live chat to messaging. They acknowledge the challenges customers face during this transition and are committed to helping find solutions to any…
Zendesk is addressing the need for better management of messaging flows by introducing the ability to export and import configurations. This feature will serve as a workaround for a version-controlled system, allowing users to see previous…
Zendesk has introduced a messaging data set in Explore, offering real-time dashboard viewing and drill-down capabilities. This new feature allows teams to understand agent utilization and customer conversations more effectively. Additionally,…