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Jenny Gillett's Avatar

Jenny Gillett

Joined Apr 14, 2021

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Last activity Feb 06, 2025

Zendesk Product Manager

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ACTIVITY OVERVIEW

Latest activity by Jenny Gillett

Jenny Gillett commented,

Community comment Feedback - Ticketing system (Support)

Hey all, 

 

Just a quick note to acknowledge this feedback and to let you know that this is something we are planning to add to our Roadmap, due to other priorities,  it will most likely be towards the end of the year when we can start to look at it but it is on our radar and I understand the importance this change will make to your Agent experience.  Thanks for taking the time to provide the feedback. 

 

Jenny

View comment · Posted Feb 06, 2025 · Jenny Gillett

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Jenny Gillett created an article,

ArticleDeveloper updates
Phase Announced on Rollout on
Phase 1 December 10, 2024 December 10, 2024

Zendesk is excited to announce the release of a new bulk update API that allows admins to update their agent availability values, such as agents' unified status.

This announcement includes the following topics:

What is changing?

Helping agents manage their availability is an important aspect to keeping omnichannel routing working as expected. Until now, most changes admins have been able to make on behalf of agents have been limited to one agent at a time.

Beginning with this release, admins can now update the unified statuses of multiple agents at once using the following endpoint:

/api/v2/agent_availabilities/agent_statuses/agents/update_many

For more information, see Bulk Update the Unified Status of Many Agents.

Why is Zendesk making this change?

For bigger, Enterprise companies that have very large numbers of agents to manage, they need a scalable and efficient way to maintain hundreds or thousands of agents at once. This is particularly important for agent statuses in events such as spikes in ticket traffic, which require prompt changes to many agent statuses. 

What do I need to do?

These bulk management APIs are being rolled out to all accounts. Admins can begin using the Bulk Update the Unified Status of Many Agents endpoint immediately.

Bulk management of agents' unified statuses is the first of three releases to provide more bulk actions, including managing capacity rules and skills for multiple agents at a time. Click Follow at the top of this announcement to be alerted of the other bulk action APIs coming soon.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

Edited Dec 09, 2024 · Jenny Gillett

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Jenny Gillett created an article,

ArticleAnnouncements
Announced on Rollout starts Rollout ends
December 5, 2024 December 5, 2024 December 11, 2024

Zendesk is excited to announce that omnichannel routing is on by default for all new and trial accounts.

This announcement includes the following topics:

What is changing?

Originally, admins had to turn on omnichannel routing and configure not just the omnichannel routing options, but also ticket triggers for each service channel in use to ensure all new and open tickets had a group assigned and email tickets had the auto-routing tag. This manual setup improved somewhat with the release of custom queues for Professional plans and above, but still required several steps to begin using omnichannel routing.

Now, all new trial and Zendesk accounts have omnichannel routing and unified agent status turned on as their default routing experience. Additionally, the auto-routing tag used for group-based routing of email tickets is pre-configured. All calls and messaging conversations are routed automatically. The only decision admins must make is whether they want to use queue-based or group-based routing and then follow the in-product instructions to complete their email routing setup.

These changes provides the following benefits:

  • Admins no longer need to manually configure routing channel by channel.
  • New and open tickets for email, messaging conversations, and calls are automatically routed to agents in order of priority.
  • Unified agent statuses make it possible for agents to set a single status that applies to email, messaging, and call channels. Furthermore, on Professional plans and above, admins can define custom statuses.
  • Additional routing configuration options are available, such as assigning tickets based on a ticket's priority or how close it is to breaching an SLA, required and optional skills, and assigning tickets based on agent availability or round-robin.
  • On Professional plans and above, customers can define custom queues to further prioritize their tickets and expedite assignment by routing to multiple primary and secondary groups of agents.
  • Omnichannel routing prevents agents from "cherry picking" tickets or cases that they want to work on, resulting in a more equitably distributed workload. 

Why is Zendesk making this change?

Our goal is to help all Zendesk customers realize the greatest possible return on their customer support investment, and we believe omnichannel routing is the best way to provide that. By making it easier to get started with omnichannel routing, more customers can use it to reduce first reply times, increase agent efficiency and productivity, and improve adherence to SLAs.

What do I need to do?

Omnichannel routing will be available and on for all new and trial customers. It will work automatically for messaging conversations and calls, but will require some additional setup for email channels. This doesn't affect existing accounts. For more information, see Turning on and setting up omnichannel routing.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

Edited Dec 06, 2024 · Jenny Gillett

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Jenny Gillett commented,

CommentRouting

Hi Cole, 

 

Support for Voicemail Tickets within Omnichannel routing is on our 2025 roadmap. 

 

Thanks

Jenny

View comment · Posted Dec 03, 2024 · Jenny Gillett

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Jenny Gillett created an article,

ArticleAnnouncements
Announced on Rollout starts Rollout ends
November 5, 2024 November 5, 2024 November 7, 2024

Zendesk is pleased to announce support for routing SMS-based text messages with omnichannel routing. 

This announcement includes the following topics:

What is changing?

Until now, omnichannel routing hasn't supported routing SMS text messages from Zendesk Text numbers. With this release, tickets originating from SMS (via type 57) can be routed as email tickets with omnichannel routing.

Why is Zendesk making this change?

Zendesk realizes that SMS is an important channel to many of our customers. To truly provide an omnichannel routing solution, we need to be able to route SMS tickets.

What do I need to do?

No action is required. This change is being rolled out to all accounts eligible for omnichannel routing.

If you receive SMS tickets, they will either be routed automatically through custom queues or will require the assignment of a group and the auto-routing tag to be routed through the standard queue. To create ticket triggers that act on SMS tickets, use the Ticket > Channel | Is | Text condition.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

Edited Nov 05, 2024 · Jenny Gillett

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Jenny Gillett created an article,

ArticleAnnouncements
Announced on Rollout starts Rollout ends
October 11, 2024 October 14, 2024 October 15, 2024

Zendesk is rolling out a new and improved Routing configuration page for omnichannel routing.

This announcement includes the following topics:

What is changing?

Since omnichannel routing was originally released, we've continued to add many additional capabilities to the routing feature set. We've updated the organization of settings on the page and modified some of the labels and descriptions for settings to make it easier and more efficient for admins to manage their omnichannel routing configuration. 

The updated page has been arranged in three sections: global routing settings, email routing settings, and messaging routing settings. The global settings apply to all supported channels, while channel-specific settings are now grouped together.

See Managing your omnichannel routing configuration.

Before and after

Before the refresh, the Routing configuration page looked like this:

Initial Routing configuration - Before (1).png

Now the Routing configuration page looks like this:

Initial Routing configuration - After (1).png

Why is Zendesk making this change?

Zendesk knows how important it is to design our products in ways that optimize for efficiency and effectiveness. This page refresh is meant to make it easier for admins to understand their routing configuration options and manage these settings.

What do I need to do?

No action is required. The updated Routing configuration page is being rolled out to all accounts with omnichannel routing. The next time you edit your routing configuration, you'll see these changes.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

Edited Oct 14, 2024 · Jenny Gillett

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Jenny Gillett created an article,

ArticleAnnouncements
Announced on Rollout starts Rollout ends
September 16, 2024 September 16, 2024 September 19, 2024

Zendesk is pleased to announce an enhancement to omnichannel routing that enables reassigning tickets through custom queues.

This announcement includes the following topics:

What is changing?

Until now, only new tickets that had never been assigned to an agent were eligible to be routed through custom queues for omnichannel routing. All ticket reassignments by omnichannel routing went through the standard queue.

Now, admins on Professional plans and above have the option to configure omnichannel routing to reassign tickets through custom queues. Specifically, when you turn on reassignment through queues, tickets that are reassigned back to a group go through custom queues to be assigned to an agent. Otherwise only the standard queue is used to reassign tickets.

Why is Zendesk making this change?

Zendesk received a lot of feedback that users wanted to be able to use custom queues to re-route work, not just route new work. Because work from custom queues is always prioritized over work in the standard queue, reassigned tickets often had to wait longer than desirable to be reassigned to an agent and could lead to negative customer experiences and SLA breaches. This new setting gives admins the control to decide which workflow works best for their reassigned tickets.

What do I need to do?

The new setting is being rolled out to all accounts with omnichannel routing. If you have a Professional plan or above, you can edit your routing configuration to turn on reassignment through queues. See Managing your routing configuration.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

Edited Sep 13, 2024 · Jenny Gillett

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Jenny Gillett commented,

Community comment Feedback - Voice (Talk)

Hey Brielle, 

 

Thank you for your feedback.  We have added this feature request to our backlog for future consideration and prioritisation. 

 

Thanks

Jenny

View comment · Posted Jun 19, 2024 · Jenny Gillett

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Jenny Gillett commented,

Community comment Feedback - Voice (Talk)

Hi Andy, 

Thanks for your questions, can you expand on what data you are looking to report on so we can better guide you?

From the Talk/Usage Charges Tab in Admin Center, you can export your text usage, this will give you all your call and text usage for the period selected, it includes data like text charges, to and from numbers, date, message id etc

For report through Explore, please see these articles:

Hope that helps

Thanks

Jenny

View comment · Posted Nov 09, 2022 · Jenny Gillett

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Jenny Gillett commented,

Community comment Feedback - Voice (Talk)

Hi Larry and Jason, 

Thank you both for your comments. Let me clarify a couple of points. 

In Talk today we have 4 recording settings:

  • Always record calls : All inbound and outbound calls are recorded.
  • Caller must opt--in (inbound only): Inbound calls are recorded if the caller opts-in by pressing 3. Outbound calls are not recorded.
  • Caller must opt-out (inbound only): Inbound calls are recorded unless the caller opts-out by pressing 3. Outbound calls are recorded.
  • Do not record calls (all): No inbound or outbound calls are recorded.

What is a gap today is the ability to set an opt-in or opt-out consent on the Outbound calls. This is something we have received feedback on and it is in our backlog for future prioritisation. 

For outbound calls the default behaviour is not to record calls, as stated by Jason, it depends on what account setting is configured "Always record calls" or "Do not record calls"

If 'Allow agents to control call recording" setting is selected and 'Do not record calls' is also selected the recording should be OFF at the start of the call. If this is not the case then I would suggest you raise a ticket with our support team so we can look into it for you. 

If 'Do not record calls' is set on the account and Voicemail is also configured, callers will still be able to leave a voicemail and that voicemail will be recorded, Larry, if this is not the case on your account then I would ask that you also raise a ticket with support so we can look into it for you. 

 

I hope this clarifies a few things and just know we have taken the feedback about consent for outbound calls onboard. 

 

Thanks

Jenny

 

 

View comment · Posted Sep 01, 2022 · Jenny Gillett

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