I could talk all day about how great ZenDesk is. However, with anything great, improvements can still be made so they are excellent! Several years back we brushed ZenDesk under the rug because of the functionality that lacked, particularly in the phone system. Huge improvements have been made that brought us back, but there are some critically business impacting features that lack.
#1 - Agents can go offline or online for Talk. Great...However, we are a high volume call center but work with a small group of agents that, from time to time, need to go unavailable for after call work. This means that at times all of the agents will be offline for a brief period. Unfortunately, ZenDesk fails here. It does not allow customers to call in during business hours and stay in queue for an agent. Instead, it sends them to voicemail. This is not only a huge inconvenience to our customers but to our call center as we are forced to either extend call wrap time limits or completely change policy to accommodate for ZenDesks functionality.
Note from Zendesk Community Team: to comment or vote on this functionality please see the thread "Increasing Zendesk Talk's Maximum Queue Wait Time"
#2 - Agent Status reporting. It baffles me that ZenDesk does not allow agents to specify status past online and offline. With all previous software, we had the ability to customize status codes (Available, Unavailable, Break, Lunch, Meeting, Computer Issue, Personal, Etc.). These are extremely helpful for workforce management to have deeper data to optimize for staffing needs and track employee adherence. Not only would these status codes be helpful for reporting but, in the problem above, it would be great if the status codes outside of offline, would leave the agent "online" but "away" so the queue did not shut off.
To comment or vote on this idea, please see the threads "Option for Talk Agents to Set Status" or "Allow managers to update Talk status while agent is on call"
#3 Ring Groups - ZenDesk surprisingly doesn't offer a simple Ring Group function. I am talking about pools of agents where a call rang to all of the agents in that group at the same time. Although we normally route calls in a round-robin approach, ringing to who has been available longest, during promotions and holiday periods, it is hugely advantageous to have the phone ring to all available agents to keep wait times as short as possible since the call does not need to ring from one agent to the next and the next after that if it is missed.
To vote and add your voice to this request, please see "Routing Zendesk Talk calls to multiple agents at the same time"
#4 Queue Configuration - ZenDesk offers an easy drop down to select the number of people in queue max as well as wait time. However, they don't offer the ability to set specific times. Instead, it is in multiples. For instance, call wrap would be great if we could set it for 7 minutes. Not 5, not 10, but in the middle. I would love to ZenDesk allow specific time settings in queue configuration.
#5 Queue Greetings - Again, ZenDesks offers an easy solution to setting up a call queue or IVR but it lacks real customizability when it comes to greetings and the order of greetings. As with any call center either a menu or greeting is played welcoming a customer as they call in. This is perfect. After that, I have no desire to play an option for callbacks but this is the only place ZenDesk allows this greeting message to be placed. Instead, If I could have a callback option play, let's say at 5 minutes of the customer being in queue, that would be much better. Otherwise, more customers use the callback function than they should because they are fearful of a long wait since the option is offered so soon. We also like to play small voice clips detailing our promotions. A customer interjection greeting in the queue would be fantastic to have for this purpose as well.
I am sure there are many others out there that either have not thought of this functionality or see that it is lacking as well. With the summary of use cases above, I am sure how you can see how valuable and necessary these functions are! I know I am not alone. I have worked for much larger companies prior and these are staples in their call centers. A service is not valuable to them without these. It is so easily overlooked when purchasing ZenDesk since they are standard functions you wouldn't think to be lacking.
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