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Natalie Doran

Beigetreten 15. Apr. 2021

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Letzte Aktivität 15. Mai 2024

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KommentarTicket customization

"Zendesk's vision for the future of our product focuses on continuity, consistency, and clarity. By that nature, our Agent Workspace is a reflection of an omnichannel experience that's scalable across all channels."

Does omnichannel here mean "all channels except email?"

Give us a break. Before workspace, the layout was extremely suited to purpose. Now it's extremely difficult for those of us who are email based to follow long ticket threads. I'm not going to upgrade to Enterprise to fix this. I might leave the platform for one that is less hostile to my segment & feedback from it. I HAVE warned friends of mine, who are in similar small businesses and considering moving to a ticket platform, that they should avoid Zendesk as they are, like most small businesses, currently email based.

Kommentar anzeigen · Gepostet 17. Okt. 2023 · Natalie Doran

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Community-Kommentar Feedback - Ticketing system (Support)

I just forwarded an email thread from outlook to the support email. The first 10 responses in this chain were in outlook. It is beyond ridiculous that to follow this ticket thread, you have to start at the bottom, read upwards 10 responses, then return to the bottom of the ticket to read my additions to the ticket. Zendesk, fix this already. This is appalling. 

Kommentar anzeigen · Gepostet 12. Mai 2023 · Natalie Doran

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Community-Kommentar Feedback - Ticketing system (Support)

Another voice chiming in - this simple change has made working within Zendesk (where nearly 70% of our tickets are via the email channel, most of them with 3 replies or more) incredibly aggravating. Please switch it back, or give us the ability to make the order decisions ourselves. 

Kommentar anzeigen · Gepostet 13. Feb. 2023 · Natalie Doran

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Community-Kommentar Feedback - Voice (Talk)

This thread is now more than 2 years old and it's been more than a year since the last Zendesk employee commented on it.

Can we get any sort of update at all?

Kommentar anzeigen · Gepostet 17. Sept. 2019 · Natalie Doran

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Community-Kommentar Feedback - Voice (Talk)

Do we have any updates on this? Is this on the roadmap?

Kommentar anzeigen · Gepostet 07. Feb. 2019 · Natalie Doran

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Community-Kommentar Feedback - Voice (Talk)

Hi Nicole,

Thanks for the information about the flags, I appreciate it.

Did you ever hear back from the Talk team if there are any updates?

Kommentar anzeigen · Gepostet 07. Nov. 2018 · Natalie Doran

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Community-Kommentar Feedback - Voice (Talk)

Here is another real-life use case, that happened this morning:

I am leaving for the airport in the next two minutes. My laptop is packed away in the car. I just got served a support call. I am our only admin. I got served two more calls en route to the airport.

Can we get some sort of update here? This topic is tagged "Answered" but the last communication from Zendesk was a request for more feedback/use cases, and left us very up in the air as to the status of this request. It's very frustrating providing the requested feedback without getting any sort of acknowledgement at all. Can someone at Zendesk please update us as to where this stands, whether it's even on the roadmap at all, or if we're just shouting into the void?

Kommentar anzeigen · Gepostet 02. Aug. 2018 · Natalie Doran

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Community-Kommentar Feedback - Voice (Talk)

Can we have an update on this? Is it on the roadmap at all?

Kommentar anzeigen · Gepostet 11. Juni 2018 · Natalie Doran

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Community-Kommentar Feedback - Voice (Talk)

Any update on this?

To expand on our use case, since we're a small company our support team has a lot of responsibilities that would belong to other departments in larger organizations. In addition to pure support, we do a lot of sales support, field service, application engineering, installations and trainings, etc. We're heading into one of our biggest trade shows in the upcoming weeks and all but one of our support personnel will be on the showroom floor manning our booth. It would be great if our team members could set themselves as available using the Zendesk app when exhibit hall traffic is low and easily set themselves offline when we're busy. 

Kommentar anzeigen · Gepostet 19. Apr. 2018 · Natalie Doran

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Community-Kommentar Feedback - Voice (Talk)

Hi Caroline,

That parameter wouldn't particularly help us, I'm afraid - like I said, we have a pretty low call volume. (We've only had three calls today, which admittedly is a slow day for us.) It would take some pretty extraordinary circumstances for an agent to miss three calls in a row .

What we're after is a way to catch it after one (or before that one is served), so our customers have the highest chance of hitting an available agent on the first try and minimizing their wait time, since most of them are going through our company's IVR before being routed to the specific Talk one. 

Kommentar anzeigen · Gepostet 16. Aug. 2017 · Natalie Doran

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