What does 'Callback request: Expired' mean?

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4 Comments

  • David McKay
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    Can we make the default faster than 60 minutes?

    Currently, when we have 2 support agents available and they both decline the callback, then we have to wait 60 minutes for a ticket to be created.  We feel like it should be created immediately once all agents have decline it.

    If we could set the default to 5 or 10 minutes, then that would have the same effect.

    1
  • Nicole - Community Manager
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    Hi David -

    We checked in with our Customer Advocates and there is not currently a way to make the default quicker than 60 minutes.

    1
  • Sumaiya Afzal
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    We're a very small team, 1-3 agents available at a time, so the 60min wait time and the 30s response time doesn't give us enough time or opportunity to react to the callback request. I understand it can't be done at the moment, but it would be great if we could customise those times, or at least had a few more options to choose from.

    It would be even better if the callback was expired immediately if all agents online have missed/declined the callback and a ticket is created so we can follow up ASAP. 

    0
  • Mark McKelvey
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    We have a similar interest in making this a configurable value.  Similar to others we have a small team that would like the time to accept a callback request to be less than the current value (seems like 40 seconds is the current standard).

    0

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