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Create the Ability to not pop open Talk Tickets

Answered


Posted Nov 02, 2023

Our agents use Omnichannel routing and are multi-tasking doing messaging tickets and calls at the same time. As the messaging tickets are live, we need the agents to be responding within seconds to the customer's request. 

When a call comes through it stops the agent in their tracks as they have to wait for the ticket to open after they click Accept and then navigate back to the messaging ticket to continue typing.

We would like the ability to stop the tickets from popping up to speed up the workflow. Alternatively, speed up the pop-up process as it can be incredibly slow and buggy.


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7 comments

Official

image avatar

Sean Chuang

Zendesk Product Manager

Hello,

Thank you for your question. In 2024 (throughout the year), we will be rolling out improvements to the Talk Call Console. As part of that improvement, we will be looking to address this request. 

Thanks,
Sean

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I have the exact same issue within my team. Would love if this could be implemented

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This would be incredibly invaluable if implemented. 

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Fantastic idea and would love to see this implemented. It has been a persistent issue as it causes delays in responding to messages. 

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Hi  @...  is there any update on when this will be happening?

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I would like to forgo the pop-up and be able to route calls directly to agents w/ an audible tone upon arrival (eliminate the need for acceptance). This is beneficial for agents assigned to only the phone channel. 

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image avatar

Sean Chuang

Zendesk Product Manager

Update: 

 

Unfortunately, this feature will not be executed in 2024, due to our focus on voice AI-related features. We aim to prioritise this improvement in 2025. 

 

Thanks,
Sean

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