Michael Penland

1. Agent guide
2. Ticket basics
3. Writing drafts of public replies in tickets

That’s Smart Tim! 😃

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• Michael Penland
• Erstellt 24. Mai 2023 01:00
• 0 Stimmen

1. Agent guide
2. Ticket basics
3. Writing drafts of public replies in tickets

Thanks! Now we need one-click switch between private/public instead of the drop-down. Draft mode is a good addition and adds the right friction compared to what the drop-down was designed for. N...

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• Michael Penland
• Erstellt 23. Mai 2023 14:43
• 1 Stimme

1. Community
2. Feedback - Ticketing System (Support)
3. Agent Workspace: Keep content from internal note if changing to public reply

I agree with this but it is a design limitation defect and not a feature request.  This was a basic workflow functionality of classic workspace and now it's super inefficient.  Not only to agents h...

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• Michael Penland
• Erstellt 25. Juli 2022 18:09
• 0 Stimmen

1. Community
2. Feedback - Voice (Talk)
3. Zendesk Talk - Outbound Call Greeting

Agree. we need to be able to set an outbound greeting. also see https://support.zendesk.com/hc/en-us/community/posts/1260801099370-Pre-recorded-greeting-at-the-beginning-of-the-call-that-clearly-an...

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• Michael Penland
• Erstellt 18. Mai 2021 18:25
• 5 Stimmen

1. Community
2. Feedback - Platform: Apps & Integrations
3. Proactive Tickets app - official feature request thread

This is all well and good for one to one proactive tickets with limited dimensions. We want to notify specified contacts under organizations that meet various criteria. - one main requester and ...

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• Michael Penland
• Erstellt 30. November 2020 16:17
• 0 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. Feedback on Side Conversations for Slack

Agree on @ mention tags for Slack in side conversations.  It technically kind of works if you have a simple call-out name but there isn't an auto populated picker.  For example @penland works in ou...

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• Michael Penland
• Erstellt 18. November 2020 22:00
• 0 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. Restriction on individual tickets or groups

+1 Segmenting channels and topics is needed, at least for sending public responses.  Primary use case is we don't want all of our agents to have the ability to send out public tweets.  Thanks.

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• Michael Penland
• Erstellt 9. September 2020 17:05
• 1 Stimme

1. Community
2. Feedback - Voice (Talk)
3. Auto Answer / Auto Accept Feature in ZD Talk

Patrik - I personally wouldn't want it either, but agents ask for it to improve their experience.  It's more efficient for them than hunting for the answer button every time a call comes in.  

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• Michael Penland
• Erstellt 31. August 2020 16:00
• 1 Stimme

1. Community
2. Feedback - Voice (Talk)
3. Auto Answer / Auto Accept Feature in ZD Talk

Ditto on this request. Thanks.

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• Michael Penland
• Erstellt 28. August 2020 20:02
• 1 Stimme

1. Community
2. Feedback - Ticketing System (Support)
3. Forwarding Emails to an external email

Agree. Nice to have feature that Desk.com supported 10 years ago.

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• Michael Penland
• Erstellt 3. März 2020 20:52
• 1 Stimme