Nychole J.

I can't seem to find a way to clone or duplicate an existing IVR in order to create both “inside business hours” and “outside business hours” versions.  That would be very handy! 

Upvote- Having to leave the main Zendesk dashboard and go into the QA dashboard in order to find the comments is time-consuming and we would greatly appreciate the comments being quickly viewed like they were in the past. 

+1   Grammarly used to be my go to, but seems to be having issues lately. 

It would be nice if changing your "status" within Tymeshift required fewer clicks. 

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

Requesting to have the Tymeshift drop down (which shows your current status) more visible and accessible. This will inturn reduce the amount of clicks needed to update an agents current status. 

What problem do you see this solving? (1-2 sentences) 

Less "untracked" time due to forgetting to update or having the update not stick when you click it the first time.  Having the current status always visible means it will be top of mind! 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

This is an ongoing frustration. When having to switch your status to anything outside tickets, such as in a meeting, bathroom, coffee, etc. it takes multiple clicks and wastes valuable time. 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

There is no workaround at this time. 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

Instead of a small box (Tymeshift logo) that you click, then wait for it to load, and then have to select the status within the drop-down;  it would be convenient if the drop-down was shown in a banner instead.  This way Agents would be able to promptly see what their status is set to and promptly update it when needed. 

Are there any plans for rolling out an easy way to send the same information to a number of emails? This would be very helpful! 

In our experience, it would be beneficial to have a bump priority setting based on how many times a user responds. This request comes up due to the fact that SLAs are removed when a user responds to their ticket multiple times and so when we sort by SLA the ticket loses its priority. We cannot come up with an elegant solution to this problem.