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Neil Weldon

Zendesk Product Manager
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Activity overview

Latest activity by Neil Weldon
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    Neil Weldon commented,

    We are working on adding Talk to the omnichannel routing experience which is currently in EAP for Support (routing  and assignment of emails directly to agents) and Messaging. When completed this w...

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    Neil Weldon commented,

    Hi all,  This is actively being worked as part of bringing Talk into the new omnichannel routing that is in EAP at this time for Support and Messaging. Also going to hit EAP very soon is the agent ...

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    Neil Weldon commented,

    Hi Shaun Murray, The work for this is in progress and will become available as an early access in May. This is part of a larger initiatives around routing, reporting and agent presence, state, capa...

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    Neil Weldon commented,

    Richard Murillo I have created a support ticket for you. That's the best way forward to support you in resolving your issues. 

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    Neil Weldon commented,

    Thanks for the followup and sorry I misunderstood the request. If I understand it correctly you want calls sent to all of the 3 groups in the example, however Supervisors to only be online for the ...

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    Neil Weldon commented,

    Josef A, Katie Meek Routing calls to specific groups while agents are in multiple groups is already a feature of Talk. Please see the Routing incoming calls to groups of agents documentation Thanks...

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    Neil Weldon commented,

    Hi Sydney Neubauer,  Good question. Part of what we are doing in this area includes unifying agent states across the channel and improving the agent experience to have a single place for managing s...

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    Neil Weldon commented,

    Official comment

    Thanks for the feedback Darren Kurtz.  We have received similar feedback before related to the ordering of the groups and ordering of agents with the groups as well. We've no immediate plans to cha...

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    Neil Weldon created an article,

    Release Notes Through 2020-06-05

    Zendesk Web Widget New None Fixed Chat sessions were being created without a department set, even though the pre-chat form was enabled. Chat log didn't scroll down automatically when a message w...

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    Neil Weldon created an article,

    Release Notes Through 2020-07-03

    Zendesk Support New  We are pleased to announce that Omniheader been released, more information here Fixes/Updates Nothing    Zendesk Guide and Gather New Updated how Content Cues are dismis...