New tools to track Zendesk Talk issuesAnswered
As suggested by Premier Support team I would like to post my feedback and suggestion below for a new analysis tool to track Zendesk Talk issues and some further guidelines for Talks.
Basically I’m talking of the requirement for Internet connection to sufficiently use Zendesk talk. There are points listed in below articles, however I just feel they’re a bit generic, or too technical (network engineering related) – maybe I just feel they’re being a bit long (a few A4 pages), or it’s just me. But I hope to get something more specific in terms of what we’re able to easily check on the spot – for example Internet speed – how high it should be exactly? (100Mbps or 40 Mbps).
I know there is an existing Twilio network test but from my experience it has been generating pass results like 99% of time, only to see agents with pass result having same issues later on.
I would think of Zendesk developing a tool specialized for Talk that can quickly capture, pinpoint exactly where the issue is in a reported Voice call – from customer end, from agent’s end , Internet connection or device , etc. I know we have Explore tool that can provide some of those details, but can we get a faster, easier to use tool?
Talk network requirements
Preparing to use Talk
Hi Andrew Chu,
Thanks for getting in touch.
I have amended our 'Talk Network Requirements' article to include bandwidth requirements per agent for Talk.
The idea of us having a client side tool that will pin point where Zendesk Talk is not working, is a really great idea and one we will put on our backlog. We cannot commit to when this would be developed as it's not currently on our roadmap.
If you have any issues with Talk not functioning correctly, please work with your 'Premier Support' engineer who can help you troubleshoot and resolve the issue. They can work with your IT and Network engineers to advise them on best practice for setup.
In relation to this post, I'd like to give feedback to the below Article "How can I troubleshoot Talk issues:
I just feel this article is mainly pointing the cause towards the Internet connection (quality, speed, etc.), which I think may not be the right direction.
It suggests agents to conduct some basic to complex network tests, which from my own experience the result is not really pinpointing exactly where the issue is. It's also really complex for our agents to do on their own. I guess it's because this is meant to be done by the "IT network team", which to be honest is not available in our organization.
I guess the network is just the main contributor for issues on Talk, but can we have better guideline to explore further on things like hardware, infrastructure, etc. in a more direct, simpler way?
I have an idea that if you can include some requirements from the caller’s end (which is our customers), if possible? I have this idea as I believe sometimes the calls are dropped because of the customers having issues.
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