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Barry Neary's Avatar

Barry Neary

Joined Apr 14, 2021

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Last activity Feb 04, 2025

Zendesk Product Manager

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ACTIVITY OVERVIEW

Latest activity by Barry Neary

Barry Neary commented,

CommentTeam members and groups

Hi Jennifer Morris / Sam 

 

Can you contact our customer support group to enable this for your account?

View comment · Posted Feb 04, 2025 · Barry Neary

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Barry Neary commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi

 

Currently you can restrict which custom statuses appear to which groups. This was introduced in 2024

View comment · Posted Feb 02, 2025 · Barry Neary

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Barry Neary commented,

Community comment Feedback - Ticketing system (Support)

Hi Yvonne P. 

 

Do you have specific questions that we can help with?

 

Barry

View comment · Posted Jan 17, 2025 · Barry Neary

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Barry Neary commented,

CommentRouting

HI Nico V 

The only way currently to do this is to leveage the Zendesk Agent Status API to make changes to an agent status and write some type of script to call these APIs. We are currently developing a bulk edit status capabilty that you can change several agents status with one call. (cc: Jenny Gillett )

View comment · Posted Jan 13, 2025 · Barry Neary

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Barry Neary commented,

Community comment Feedback - Ticketing system (Support)

Hi Yvonne P. 

When you say ‘Agent has less than 3 open tickets - assign next 5 tickets ’ what exactly is the logic you are looking for?

 

Lets say the agent is one of several who are online in the group, presumably you want the tickets that are in the queue to be distributed to each of the agents on a round robin basis (rather than given one of the agents who has 3 open tickets to receive the next five from queue)?

 

I think we may be getting confused between ‘I want to distribute the tickets based on the round robin methodology’ vs. ‘I want OCR to work in the same way the third part round robin app does’.

 

Barry 

 

View comment · Posted Jan 13, 2025 · Barry Neary

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Barry Neary commented,

Community comment Feedback - Ticketing system (Support)

Hi

 

Omnichannel routing currently has round robin as a routing option. If you select it, then rather than giving the ticket to the agent with the highest spare capacity, it will select the agent who has not received a ticket in the longest time. It will still respect the agents max capacity for that channel

 

Barry

View comment · Posted Jan 13, 2025 · Barry Neary

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Barry Neary commented,

Community comment Feedback - Reporting and analytics (Explore)

Hi,  currently if you dont use routing queue you can build an Explore report showing how many tickets were assigned with the auto routing tag. With routing queues we plan to have historical reports that would show how many tickets were assigned from a particular queue. However in both cases if a ticket was manually assigned we cannot differentiate that from one that was auto assigned. We are looking into ways to plug that gap….

View comment · Posted Jan 03, 2025 · Barry Neary

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Barry Neary commented,

CommentRouting

Hi Crystal Cisneros 

You could this using routing queues, but you would need to have agents 1 and 2 in a seperate group which is the primary group for the call routing queue and then the secondary group contain agents 3,4 and 5. The calls would only go to the secondary group if the primary one were not available

cc: Jenny Gillett 

View comment · Posted Jan 02, 2025 · Barry Neary

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Barry Neary commented,

CommentRouting

Hi James Molina 

 

This is on the roadmap for early 2025

View comment · Posted Dec 17, 2024 · Barry Neary

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Barry Neary commented,

CommentRouting

Hi Zach Gilbert 

Once a messaging session has been ended by an agent, the message is no longer routable - i.e. if you remove the assignee it wont be automatically be assigned to another agent in the group

We do have plans to allow these messaging tickets to be transformed into email tickets and they would be routable

Barry

View comment · Posted Dec 16, 2024 · Barry Neary

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