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Dion
Joined May 16, 2021
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Last activity Feb 20, 2024
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Latest activity by Dion
Dion created an article,
Question
Is there a feature in Zendesk Talk that allows the wait or hold music file to inform the end-user of their position in the queue?
Answer
No, Zendesk Talk does not provide a direct feature to convey the position of a caller in the queue. However, there are alternative options available:
Playing an average wait time message
While direct queue position information isn't available, you can utilize the average wait time message. Learn more about implementing this feature: Average wait time message. For detailed insights into how average wait time is calculated, refer to this article: When is the Average wait time message triggered in Talk?
Adding repeatable wording to wait greeting
Another approach is to incorporate repeatable wording into the wait greeting. This solution provides information about the queue and expected wait times. Find instructions on this option from this community page: Play a recording while a caller is waiting in the queue.
Edited Feb 27, 2024 · Dion
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Dion created an article,
Question
Is there a way to access the timestamps of when an agent signed in?
Answer
For Suite and Support Enterprise plans, you can review the timestamps of when an agent signed in from the audit log.
Select Signed in as the Activity type and Team member as the Type when you filter your audit log.
You can use the Names field to view a specific agent's sign-in information.
For additional information and options for generating a list of user last login dates, see the article: How do I generate a user's last login date list?
Edited Sep 09, 2024 · Dion
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Dion commented,
Do you know the email address that you used to sign into Zopim?
Regards,
View comment · Posted Oct 24, 2022 · Dion
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Dion commented,
Thanks for contacting Zendesk! In order for us to provide support targeted to your account, could you please provide us with your Zendesk subdomain?
If you're not sure what your subdomain is, have a look at the URL you use to access Zendesk. For example, in companyname.zendesk.com, 'companyname' is the subdomain.
Best Regards,
View comment · Posted Oct 24, 2022 · Dion
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Dion commented,
Hey Luke,
My apologies for the confusion. Anyway, thank you for posting this feedback to our community page. Rest assured that our product team is notified and they will soon look into it.
Regards,
Dion
View comment · Posted Jul 14, 2022 · Dion
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Dion commented,
We do not have any details if this will is part of the roadmap but you can post this as product feedback.
Regards,
Dion
View comment · Posted Jun 27, 2022 · Dion
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Dion commented,
I encourage you to contact our support team and provide more details about your issue so that we can check.
Regards,
Dion
View comment · Posted Jun 27, 2022 · Dion
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Dion commented,
You are seeing that pop-up because it looks like Chat is not activated in your account. Please make sure that Chat is enabled before you can use the Whatsapp Integration.
Regards,
Dion
View comment · Posted Jun 27, 2022 · Dion
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Dion commented,
We do not have a way to surface this and verification of articles is an internal feature that is not available to end-users. There is no API or Guide Helper that can achieve this even via custom code.
Regards,
Dion
View comment · Posted Jun 27, 2022 · Dion
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Dion commented,
Unfortunately, this is not possible. Only one Mailchimp integration can be installed per Sell account.
Regards,
Dion
View comment · Posted Jun 25, 2022 · Dion
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