[TALK] Feature Request(s): Custom attributes for logical conditions/triggers, automations, SLAs and KPI metrics are unavailable and far overdueAnswered
Zendesk talk lacks the capability for custom attributes to be applied after a Requester has made an IVR route selection.
Without the capability to apply custom attributes to inbound calls/tickets, based on Requester IVR route selection, best practices cannot be followed for common use-cases.
Example use-case (eCommerce / Retail)
The below use-case is one that usually identifies as an Urgent Priority request, as not executing this in the shortest time possible, will generally result in the eComm/Retail business having to ship a single order, twice. While this can be executed by the creation of additional groups, it is not ideal. In most cases, this is the exact same group of agents as the lesser-priority requests, such as "Where is my order?".
In short, the Group should be something like "Orders & Shipping Requests" with a custom attribute identifying which subtype/category the ticket is about, allowing logical conditions to execute.
Example - IVR Main Menu:
PRESS #1: "If you have questions about an existing order, please press 1"
Example - IVR Orders Menu (subroute #1)
PRESS #1: "If you need to make a change to your order, please press 1"
PRESS #2: "If you have questions about the location of your order, please press 2"
Expected (from example) - Press #1 (change order)
These calls/tickets require an urgent response, with the highest expediency in order to avoid potentially losing money on fulfilling the order (if they have to ship twice, due to the first order being shipped before the change was made).
- Apply tag / dropdown selection
- Assign SLA policy
- Assign priority
- Assign Group
Current (from example)
Groups must be created, as they are currently the only support method to route inbound Calls/Tickets, assign SLA policies, set priority, select from multiple business schedules, trigger external alerts via webhook (extremely urgent, like medical), etc.
Highest functional impacts (without applying duct tape)
- SLA Policies / Prioritization
- Business Schedules
- Brands (rerouting from one brand, to a related brand, if desired, without needing the agent to select a separate brand upon answering the call).
The capability to select custom attributes, placed at the time of the Requester's IVR route selection, allowing for the following workflow optimizations and/or benefits to be implemented/configured:
- Conditional routing / (sub)categorization that doesn't require the unnecessary creation of additional groups
- Reduce the overall time-impact of requests made via TALK/phone channel
- Reduce time/cost impacts
- Enhance the Customer experience (prioritization)
- Make it easier on agents (less manual work -- can focus on supporting the customer)
- Development time
- Potential bugs
- API update will be required
- Creation of new instructional knowledge content
- Happier Zendesk Customers
- Happier Customers of Zendesk Customers
Thank you for your review and consideration!
Thanks for the feedback. We are actively looking at plans for creating the ticket at the point of the call coming into the system and having completed IVR. The ticket will be created with the data we have at that time but will then be available for you to have associated triggers to change priority, group, tags etc. This coupled with planned changes in how we route the calls will deliver to you much more control on how individual items are routed. Not only are we looking at this for calls but this is something we are working on across all channels. You will start to see this work become available to you during Q4, initially as Early access programs so watch out for them
Great to hear you're working on some of the above feature requests on here. I just wanted to check in as there was no specific mention in your reply, Do you plan on allowing SLA's to adhere to Talk tickets? I have a few customers who are really looking for this functionality and it would be great to know if it's on the cards or not. :)
I do not see these talk routing features in the Early access programs at this point. Do you have an update on when they will be put into effect?
This is definitely something that would be of benefit to us - specifically for voicemails. We have the same SLA across all channels and currently, voicemails are not included in this. We would like to create a specific SLA for voicemails that is different than our normal channels where the ticket would get flagged for ticket follow-up within 24 hours without having to make call/voicemail recordings public. This would not apply to all calls - just voicemail. It is my understanding from Zendesk Support that this functionality is not currently available.
This was to be worked on for 2021 Q4 and it is now Q4 2022. Is there an update to this ask?
Good news. Omnichannel services is out. Please check the article below and you'll find additional information.
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