Demi Winter

Hi Shawna, I have just updated my feedback to be aligned with the template you have provided. Thanks

Quick Overview: Currently, Zendesk does not allow for grouping of voicemail tickets so that they can all be directed to one view. This feature would be highly useful for our agents, as it would streamline ticket management, especially during busy times.

What Problem Does This Solve? Grouping voicemail tickets into one view would save time for agents by allowing them to quickly address multiple voicemails at once, improving overall efficiency and customer satisfaction.

Impact of the Issue: Our agents face this issue daily, especially during high-volume periods, which makes it difficult to stay organised. Without this feature, they spend unnecessary time sorting through voicemails, which affects their productivity and delays ticket resolution. This results in frustrated customers and decreased service quality.

Workaround: Currently, agents are manually sorting through voicemails, which takes extra time and often leads to delays in addressing urgent requests. During period of high volume we have our supervisors manually tag each voicemail so that we can sort them by tags into one view.

Ideal Solution: An option to group voicemail tickets into one view (without having to apply tags manually), allowing agents to easily manage and prioritise them. Ideally, this would be customisable by team or department to further streamline workflows.

Up vote from me. Integrating inbound and outbound call functionality into app would be an useful feature for our marketing team who are currently relying on their personal devices for ease of interactions on the move/during the content creation process. This change will improve their workflow and ensure that Zendesk remains the central hub for customer interactions.