Hello there, I am forwarding you the functions I asked ZD support about, after they informed me that they are not available. All of them are related to the WhatsApp integration:
- There is no way of having the preview of the last message on the ZD view when holding the cursor over the ticket. We would like to have something like the traditional WhatsApp Web UI for ensuring instant feedback from our agents. Our team is not that big (<10 people) and we want to have access to all conversations at once and monitoring new messages. With a dedicated view as we have now it is not enough unfortunately.
- There is no way either of having a visual notification when we are not in the Zendesk tab when a new ticket arrived or a message was sent on a ticket that is assigned to us (not opened). We don't work with the sound enabled, and we would like to have something on the Zendesk tab popping up as it happens with WhatsApp web, so we know we have a new message. Basically we would like to get notifications on the browser app for every "messaging update".
- There is no way of starting a conversation with a new number (or number with session closed) from ZD, we need to use a script that makes the appropriate API calls to send the template. With the macros we can only send the template to “restart” the conversation after 24h, but not when the sessions is closed.
- Not possible to receive contacts (contact cards, .csv) sent from WhatsApp.
- Not possible to reply to messages as it can be done in WhatsApp
Thank you for your time.
