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Yen Nhi Nguyen

Beigetreten 22. Nov. 2023

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Letzte Aktivität 03. Sept. 2024

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Community-Kommentar Feedback - Ticketing system (Support)

+1 I'm trying to revive this topic and maybe it's now relevant enough to add this feature 10 years later. 

Kommentar anzeigen · Gepostet 03. Sept. 2024 · Yen Nhi Nguyen

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Community-Kommentar Feedback - Voice (Talk)

Hello @... ,

 

thanks a lot for your reply! 
How is it possible to route a callback to a specific group? As far as we know, it's only possible to route the callback to a specific phone number, which is then received by all agents that are available for calls. 

Thank you ahead for your reply!

Best, 

Yen Nhi

Kommentar anzeigen · Gepostet 19. Aug. 2024 · Yen Nhi Nguyen

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Community-Kommentar Feedback - Voice (Talk)

Hello everyone,

I can only confirm Lindsay's statement and agree with her 100%:

 

“This poses a problem for two significant reasons. Firstly, it would be preferable to log that a call attempt was made, providing evidence of our efforts to connect with the customer. Currently, there is no record of attempted calls, making it challenging to demonstrate our outreach.

While notes can be added to indicate an attempt, relying solely on this method may inadvertently encourage suboptimal behavior, where employees might "pretend" to have made a call. While manageable in a small team, this approach may become problematic as our team expands.”

 

Our agents are currently set up to leave an internal note after attempting a call as well. Overarchingly, we also find it difficult to trust or show proof solely in this way. 
Furthermore, this serves as further evidence to the customer in the event that they assert that you have not attempted to contact them. 

Kommentar anzeigen · Gepostet 14. Aug. 2024 · Yen Nhi Nguyen

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Community-Kommentar Feedback - Voice (Talk)

+1 for Limiting agent access to specific numbers 

As other numbers are intended for specific departments. The appearance of customer service and the numbers associated with it, should always follow the same pattern. 

Kommentar anzeigen · Gepostet 22. Juli 2024 · Yen Nhi Nguyen

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Yen Nhi Nguyen hat einen Post erstellt

Post Feedback - Voice (Talk)

Currently a callback request is forwarded to any available agent. A very helpful feature would be the possibility to assign those callbacks to a certain talk group, that is able to answer those requests.

Gepostet 18. Juli 2024 · Yen Nhi Nguyen

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Community-KommentarZendesk Support Beta - Modernized Conversational Experience

+1 from my side for 3 and 5 as well! Looking forward to it!

Kommentar anzeigen · Gepostet 04. Juni 2024 · Yen Nhi Nguyen

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Community-Kommentar Feedback - Reporting and analytics (Explore)

Hi Karen Hynes ,

thanks a lot for this new feature! Is it also planned to view whenever the agent has generally logged in and out of Zendesk regardless of the channel? Like Jake, we also want to track the login and logout times of the agents. At the moment we can only see the Talk status.

 

Best, 
Yen Nhi
 

Kommentar anzeigen · Gepostet 03. Juni 2024 · Yen Nhi Nguyen

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Community-Kommentar Feedback - Voice (Talk)

Hi @...

is there an update regarding this topic? Thanks!

Yen Nhi

Kommentar anzeigen · Gepostet 08. Feb. 2024 · Yen Nhi Nguyen

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KommentarCustomer management and profiles

Hello!
We currently have the 2FA activated for all agents. Is it possible to deactivate it for certain agents? As this option does not work if the 2FA is activated:

  1. In the Zendesk Support agent interface, click your user icon in the upper right and select View profile.
  2. Click the Security Settings tab.
  3. In the Two-Factor Authentication section, click Manage.
  4. Click Turn off 2FA.

Is there another way to turn it off for specific agents? Thanks a lot!

Kommentar anzeigen · Gepostet 22. Nov. 2023 · Yen Nhi Nguyen

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