Shared Inbox Software Discussions

a better project overview, timeline, would be great for reporting purposes.

How long have you been in the industry? I would like to know

I've tried wati.io and I'm still trying to find a suitable WhatsApp API application to integrate with Hubspot, any suggestions?

Serian el complemento perfecto para una sola plataforma, tener que contratar dos servicios aparte, y ademas sunshine para poder utilizar la parte de mensajeria, hace que su flujo de trabajo capte menos empresas.

i suggest to team working on Graphical reporting fo Help Desk Tickets.

If there was a way to see how many tickets were created/closed within a week, within a month, and then on top of that allowing for a more detailed view as in which tickets were emergent, urgent, normal, or low in priority

Currently it is only possible to get chat sounds, but was wondering if there is the ability to get sounds/notifications for emails and web form submissions.

At the moment we use Aircall to call our clients, it would be much easier to be able to call from HelpScout directly.

id like to save the attachments. they are mostly receipts i'm saving

If the messages come in and the agent doesn't have chat access they can't translate the ticket.

Most of the time we have to merge the conversations and I think they should be merged.

on the agent workspace, email chains keep being pulled into the conversation flow. this is where the customer responds back with the entire email chain as their email. this makes it extremely hard to find the latest reply when it is somewhere half way up the ticket

I need to be able to access and initiate new tickets from an Apple mobile device.

If yes, do I also have the ability to change and edit the list? I want to know more about the automation system, can I set automated follow-up emails that should be sent on specific days and dates?

There is currently no way to identify or filter what is the set of the products/items you can select during the quote creation. We have two sources of products and one of them is wrong. Because we can see which set the product displayed belongs to, our sales are selecting the wrong items. This... Read more

Which are the best practices when creating or customizing the triggers?

I received an error message when attempting to upload the screenshot of me signed in. Let me know if you would like me to provide it another way.

it would be very helpful, it would prevent me from missing any e-mail or situation when sb tags me in a thread

I am used to writing emojis and emoticons with the keyboard, it saves a lot of time. But when I talk to a customer over the chat, I have to go and use the emoji menu, instead of the regular format starting with ":", are they going to be implemented for a faster use?

When will you allow us to track metrics for "messaging" such as missed chats?

Nothing to describe.

Is it possible for contact form submission information (submitted by customers/end users) to be directly updated in the end user's Zendesk profile? For example, if a contact form submission comes in and the end-user submits their phone number, we have to manually enter this information into... Read more

I feel like I'm missing something, like I love Front but am not maximizing it's potential. Is there anything I should know about for delegation purposes?

We have a lot of debate on what is the correct workflow so that emails are not dumped on one person. Curious to know how others do it.

The only caveats we had regarding the FreshDesk by FreshWorks software would be the widget and bot features. These are prebuilt, and workflow automation templates are not; if templates existed, users might have an easier time getting accustomed to the software.

Example: I created a folder labeled "Upcoming Closings". This folder is for emails about closings that are coming up that do not yet need to be assigned to another person but will need to be eventually. Therefore, I need to keep the email and respond to them, but it needs to remain in the... Read more

How can you help me?

Have you or your company discovered ways to learn about your public's questions that might still be unanswered? I want to not just answer questions using Zendesk but also to anticipate future or undiscovered confusion.

the fresh desk uses a large amount of the internet package, and it's not the best thing for companies, especially for a startup company like mine, as it prevents us from doing our job in a faster way so we can maintain our time management skills which help us keep a good and high profile and... Read more