[TALK] Feature Request(s): Custom attributes for logical conditions/triggers, automations, SLAs and KPI metrics are unavailable and far overdue

Answered

4 Comments

  • Official comment
    Neil Weldon
    Zendesk Product Manager

    Hi ZenBros, 

    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 

    Thanks

    Neil 

  • Marjana Cowan

    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. 

    1
  • Amie Brennan

    Hey @...,

    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. :)

     

    0
  • Shaun Murray

    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?

    0

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