Martin Holmes

Official comment

1. Community
2. Feedback - Voice (Talk)
3. CSAT For Talk - Initiation upon end of call rather than ticket status

Hi Ronit, We do not have trigger functionality that can automatically send a CSAT email/text based on the call ending. One way it can send a CSAT email or text is based on the ticket status changin...

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• Martin Holmes
• Created November 16, 2022 09:01
• 0 votes

Official comment

1. Community
2. Feedback - Voice (Talk)
3. Call and Voicemail Recording Deletions

Hi Monica, Thank you for the feedback. We are planning to make improvements in the area of agent roles and permissions in 2023 and we will take your suggestions on board. Thanks,Martin 

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• Martin Holmes
• Created October 26, 2022 08:33
• 0 votes

Official comment

1. Community
2. Feedback - Voice (Talk)
3. More robust Talk metrics should be available such as hold time details, transfer details, and call transcripts

Hi Ronit, Thanks for the feedback/suggestions. These specific metrics are not currently something that we provide in our product. Calls are not recorded while agents do a warm transfer to another a...

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• Martin Holmes
• Created October 26, 2022 08:29
• 0 votes

Official comment

1. Community
2. Feedback - Voice (Talk)
3. Feedback: Explore attribute "Call group is default" is Wrong

Hi Raphaël, The 'Call group is default' metric relates to the primary or "default" routing group associated with a phone number. This below article best explains how to configure the routing groups...

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• Martin Holmes
• Created October 06, 2022 08:31
• 0 votes

Official comment

1. Community
2. Feedback - Voice (Talk)
3. Feedback: IVR SMS option

Hi Raphaël, Thanks for the feedback. We have no immediate plans to resolve the Textback from IVR issues you mention, but I have added your feedback to our product backlog for future review and prio...

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• Martin Holmes
• Created June 22, 2022 08:11
• 0 votes

Official comment

1. Community
2. Feedback - Voice (Talk)
3. SMS Company Name, Logo Icon and Checkmark for iPhone/Smartphone Messaging

Hi Will, Thanks for the feedback. We have no short term plans to work on this as unfortunately the technology is not there yet. However, it will be something we would like to implement once it beco...

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• Martin Holmes
• Created May 25, 2022 08:06
• 0 votes

Official comment

1. Community
2. Feedback - Voice (Talk)
3. Easier way to review text (sms) history

Hi Tyler,  Thanks for the detailed use case description. You are 100% correct - the text history page is not scaling well for high volume accounts. It's something we're planning on updating later t...

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• Martin Holmes
• Created May 25, 2022 07:59
• 0 votes

Official comment

1. Community
2. Feedback - Voice (Talk)
3. Block Numbers via the API

Hi,Thanks for reaching out!This is not something we are considering at present but we have added this to our backlog for future consideration. Can you help us understand the volume of numbers you n...

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• Martin Holmes
• Created April 20, 2022 08:43
• 0 votes

Official comment

1. Community
2. Feedback - Voice (Talk)
3. Need to have visibility on who hung up first

Hi Benny, Thanks for the feedback. We understand your frustration in not being able to know who hung up the call first. We will add your request to our product backlog for future consideration.One ...

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• Martin Holmes
• Created February 02, 2022 09:16
• 0 votes

Official comment

1. Community
2. Feedback - Voice (Talk)
3. About the overflow call function of talk

Hi,  Yes, it is possible to overflow calls to external phone numbers in Zendesk Talk. More info here. I am not sure what you mean by "Colt Line". If you need additional help with setting up call ov...

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• Martin Holmes
• Created February 02, 2022 09:09
• 0 votes