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ZRep Engage & Analytics

How can we improve feedback management and help you make strategic product decisions?

ZRep Engage & Analytics

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How can we improve how you track and engage your customers with ZenRep

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514 results found

  1. Custom response time grades

    Every industries average response time is different. Our service is for food orders. If we get a notice that someone's food has not arrived and we respond in 59 minutes we have failed terribly. But ZenRep gives us an A rating. The way the ratings are currently set it is very hard to get a true visualization into support performance.

    Would be much preferred if we could set the time for an A B C D F ratings.

    1 vote
    0 comments  ·  Managing Topics  ·  Admin →
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  2. Ideas with none of your votes or comments won't show in "my feedback" even if you created the idea

    1 vote
    0 comments  ·  Other  ·  Admin →
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  3. Block user’s IP address

    .

    1 vote
    0 comments  ·  Managing Users  ·  Admin →
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  4. Sort by Hotness

    1 vote
    0 comments  ·  Analysis & Insights  ·  Admin →
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  5. In Satisfaction Rating emails, include the number as text (not just as an image)

    Email clients that don’t load images, email filters, and accessibility need to be able to read the text string of a satisfaction score.

    1 vote
    0 comments  ·  Routing Messages  ·  Admin →
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  6. Include Labels data in API

    1 vote
    0 comments  ·  Analysis & Insights  ·  Admin →
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  7. Restore the check-box for attaching screenshots

    Make the screenshot capture a default or restore the checkbox so that users can easily add a screen shot. The "Send us a message" widget used to just have a checkbox for users to include a screenshot and since removing that the percentage of screenshots has greatly decreased and we always have to ask customers to include a screenshot and some of the older ones we have had to call and instruct them on how to include a screenshot. It used to be a lot more intuitive. The minor change is an annoying step backwards.

    1 vote
    1 comment  ·  Routing Messages  ·  Admin →
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  8. Difference between Users icon and default Profile icon causing confusion

    When an admin doesn’t have a Gravatar, it’s difficult to tell the difference between the Users section icon and the personal settings menu icon.

    1 vote
    0 comments  ·  Managing Topics  ·  Admin →
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  9. Be able to pull in/import NPS scores from other tools

    1 vote
    0 comments  ·  Analysis & Insights  ·  Admin →
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  10. Allow admins to choose who can create questions & vote

    Not via SSO (which we were never able to get working)!!!

    Provide a means where creating questions & voting on questions is limited to registered users that we mark as able to create/vote. Via the admin console we can set which users are allowed to do so.

    Anonymous and other registered users can still view the questions. We don't care if they can comment or not.

    Basically we want a system like for political votes, everyone sees the results, only qualified people can vote, and the process is all handled by ZenRep.

    1 vote
    0 comments  ·  Managing Topics  ·  Admin →
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  11. live chat

    live chat!

    1 vote
    0 comments  ·  Routing Messages  ·  Admin →
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  12. Segment content stats for specific date ranges

    Instead of just showing all-time stats for messages, be able to display stats for messages for a particular date range.

    For example, which topics gained the most traction in the last 90 days? How many messages have we received in the past week, and what were they? Which channels showed the highest engagement in the last month?

    1 vote
    0 comments  ·  Analysis & Insights  ·  Admin →
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    Gathering feedback  ·  AdminLisa Park (Sr. Product Manager, ZenRep) responded

    ZenRep has several new export options to help you better analyze messages and users.

    - You can now export a list of users almost anywhere in ZenRep – the main users list, users on a message, or in an account. The export includes all the information that we have about the user, including their custom fields, accounts, and location.

  13. In-app SSL key uploads

    Let admins upload their own SSL keys instead of having to contact customer support to manually do it.

    1 vote
    0 comments  ·  Managing Users  ·  Admin →
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  14. Clearer docs about setting up SPF and TXT records

    Our docs could be a little more explicit about where your put your records. Maybe add a screen shot of putting them into godaddy and some other common DNS hosts

    1 vote
    0 comments  ·  Other  ·  Admin →
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  15. Link ZenRep account to VSO specific area path

    1 vote
    2 comments  ·  Integrations  ·  Admin →
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  16. Attach files to customer requests

    When capturing feedback from a ticket or other source, I sometimes want to attach a file as well because they user gave feedback in the file (e.g., screenshot or mockup), so that the file can be included when reviewing aggregated feedback on an idea.

    1 vote
    0 comments  ·  Routing Messages  ·  Admin →
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  17. Pre-fill email address but allow users to confirm it before submission

    We can pre-fill email field by passing user traits, but users' emails we have on the record may no longer be frequently accessed and/or users have forgotten which email address they used to sign up for our service. In such cases, it would be nice if they can confirm the pre-filled email address before hitting submit button. (Right now the widget won't ask at all if email trait is set.)

    1 vote
    1 comment  ·  Routing Messages  ·  Admin →
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  18. Make email addresses optional when users submit feedback

    Ability to make e-mail optional for feedback submission.

    1 vote
    0 comments  ·  Routing Messages  ·  Admin →
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  19. Integration with Salesforce for Feedback

    We are a SaaS company and want to learn quickly by giving customers the possibility to come up with ideas and feedback. Our account managers however need to know what's happening:

    How much feedback does a customer give? (amount)
    What's the feedback about? (content)
    What's the status of ideas submitted by a customer? (planned, etc.)

    Can you guys make the magic happen?
    I

    1 vote
    2 comments  ·  Routing Messages  ·  Admin →
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  20. Agile CRM gadget

    Would be great to have an integration with Agile CRM, or at minimum a gadget!

    1 vote
    0 comments  ·  Integrations  ·  Admin →
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