Stephen

1. Objects and rules
2. ...
3. Routing
4. Managing your omnichannel routing configuration

Hi, Are there plans to allow for multiple routing configurations that may only apply to individual sets of Agents (either select based on Group or selected similar to assigning capacity rules)? I a...

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• Stephen
• Erstellt 1. Dezember 2023 11:54
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1. Agent guide
2. Ticket basics
3. Redacting ticket content

Hi Anunay, I appreciate the feedback on this. Yes, just clearing fields and saving the ticket works, but my concern is once tickets are closed / archived tickets. Having no way to update the conten...

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• Stephen
• Erstellt 28. November 2023 09:11
• 0 Stimmen

1. Zendesk updates
2. Announcements
3. Announcing Agent Home (beta)

Hi, I have been using the Agent Home beta on my sandbox instance for the last couple of months. I signed up for the beta to be activated on my live instance of Zendesk, but I am still not seeing it...

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• Stephen
• Erstellt 27. November 2023 14:41
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1. Community
2. Zendesk Explore EAP - Agent status historical reporting
3. How do I sign up for the Agent state and activity historical reporting EAP?

Hi, I signed up for this EAP at the beginning of November. Is there any updates on when this will be rolled out further? We have been using Omni-Channel routing for a month now and I am receiving f...

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• Stephen
• Erstellt 27. November 2023 12:46
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1. Support
2. ...
3. Security and user access in Zendesk Support
4. Checking devices and applications that accessed your account

Hi, Two questions on this feature: Can an Admin on a Zendesk instance force this setting for all users in an instance? Can an Admin check to see which users have this setting enabled? So far I h...

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• Stephen
• Erstellt 27. November 2023 11:14
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1. Community
2. Feedback - Ticketing System (Support)
3. Feature Request - Ability to edit closed tickets

Hi Dane, This is tremendous news. Really excited to finally see this feature come into play.  Can I ask - if Tags will be editable on a Ticket, will this effectively mean we can change the Ticket F...

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• Stephen
• Erstellt 17. November 2023 16:19
• 1 Stimme

1. Community
2. Zendesk Support EAP - Layout Builder
3. Ability to choose which apps are pinned per layout

Great news JJ - this is great to hear!

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• Stephen
• Erstellt 13. November 2023 09:06
• 0 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. Feature request: Adjust agent idle timeout in Agent Workspace

Hi Barry Neary, Something our team has noticed with the Idle Timeout, is that Agents are being timed out, when they set their status to certain Custom Statuses (like Lunch / Busy), as opposed to On...

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• Stephen
• Erstellt 3. November 2023 13:02
• 0 Stimmen