Time Tracking vs Interactive Messaging Templates

Automatically track the time spent on each of your Zendesk Support tickets Customize the app to include the exact functionality that your team needs Leverage Insights to create detailed reports with your time tracking data The Time Tracking app makes managing your team's performance and overall support operations easier. Easily identify which customers send in the most complicated tickets, or which issue types take the longest for your team to resolve. Dig down into an agent's tickets to discover what's taking up their time and which issues they're experts on. Know exactly how and where your team is spending their time Keep a running log of which support agents have worked on a ticket and how long each interaction lasted. Automatically log the total time spent the second your agent updates a ticket or let them manually enter their time. Easy to setup, customize, and use The Time Tracking App doesn't require any third party setup or login. Simply customize how the Time Tracking app displays and works for your support team, for a seamless fit into your team's current workflow. Report on your time logs and take action Start reporting right away with easily built custom time tracking reports through Insights. Know exactly what's draining your support team's resources and find the best areas for optimization and improvement. By enabling this app, You agree to the Built by Zendesk Terms of Use."

Unlock the power of interactive messages Interactive message structures like quick replies, carousels, and other visual message types have increasingly become an expectation when crafting engaging and effortless interactions with bots. Until now however, once the user is connected to a support agent these powerful message components have no longer been available, replaced instead by plain-text conversation. This app enables the creation and management of 'Messaging Templates' that unlock the ability for agents to harness the power of these interactive and engaging media types in human-to-human messaging conversations Note: This app will require you to have an active Sunshine Conversations license (included in Suite Professional plans and above). If you would like to learn more about purchasing a Sunshine Conversations license, then please speak to your Zendesk representative who will be happy to help. A template says a thousand words Flexible template options include: Built-in messaging types Carousel - display up to 10 items, each consisting of an image, content (title and description) and a button link - displayed in a horizontally scrollable element. Image - display an image or gif above a message and up to 10 clickable button links. Replies - a message with up to 10 clickable reply buttons that enable the end-user to quickly communicate back to the agent from a set of pre-defined answers. Link List - a message and up to 10 clickable button links. File - clickable attachment Apple Messages for Business types (must be activated for you account) Quick Replies - a message with up to 10 clickable quick-reply buttons that enable the end-user to quickly communicate back to the agent from a set of pre-defined answers. Similar to the built-in Replies message type but for Apple Messages for Business. Rich Links - send Apple App Clips, or a message with an inline image or video. List Pickers - lists of selectable items for the user to chose from. Time Pickers - list of selectable time slots for a user to choose from. Form Messages - multipage interactive flows to collect information from the user Authentication Requests - built-in authentication flow. Custom iMessage Apps - powerful custom iMessage app Supercharge your CX Increase sales conversions by using templates as a visual sales tool - easily highlight a item using an interactive image template, or display a range of promoted items in a carousel - the options are endless! Elevate your customer experience through interactive and visually pleasing media types that keep your customers engaged Save end-users and agents time. Like Zendesk's built-in Macros feature, Interactive Messaging Templates streamline communication but add the ability to conduct complex data capture and structured user response. Feature rich - but you get the message! For administrators Create and manage 'Messaging Templates' via the Admin Panel. Restrict template usage by ticket group Define tags to be added to the ticket when a template is used - perfect for reporting! Generate template shortcodes to simplify using templates in bot workflows - simply send the shortcode as a text message and Sunshine Conversations will automatically replace it with your template For agents View available templates directly on the ticket, with filtering capability built-in to help find the perfect template quickly. Preview a template to ensure you know exactly what the end-user will see - no surprises! Apply a template to the conversation at the press of a button. Create templates to send on-the-fly - either from scratch or based on an existing template - to perfectly personalise your message Who can use this app? Zendesk Suite Professional plan or higher (requires access to Sunshine Conversations and Sunshine Custom Objects) Messaging is enabled for the account To make use of Apple Message for Business it must be enabled for the account, but is not required to use this app. Want to know more? Zenplates is a leading Zendesk partner specializing in apps for Zendesk Support and ready-to-use themes for Zendesk Guide. As Zendesk experts, we also offer a range of other services including optimization, data migration and general consulting for the Zendesk Suite. For more information, please contact us via our website - we'd love to hear your feedback or suggestions!