Jose Resendiz

1. Community
2. Feedback - Voice (Talk)
3. Display length of hold

Agent should have visibility of how long they have put a caller on hold. It's about baasic customer service. Hold time is a basic customer service phone metric; thus, the agent should have visibili...

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• Jose Resendiz
• Created January 14, 2021 17:11
• 1 vote

1. Community
2. Feedback - Voice (Talk)
3. Ability to see option pressed on an IVR

A high-profile client of ours is asking for this data.

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• Jose Resendiz
• Created April 06, 2020 22:02
• 1 vote

1. Community
2. Feedback - Voice (Talk)
3. Talk Service Level as a Percentage

I like Zendesk, but for call centers, the Service Level % is a mainstay. There should be a report where you... Choose the phone line you want measured Enter the service level threshold (i.e. 20 se...

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• Jose Resendiz
• Created June 11, 2019 17:33
• 1 vote

1. Community
2. Feedback - Ticketing System (Support)
3. Add option to copy email address to user's email address dropdown

Same here! We use a database system that we need to copy the email address from Zendesk User to then paste in our our database system to locate their account.

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• Jose Resendiz
• Created January 18, 2019 15:56
• 0 votes

1. Community
2. Feedback - Chat and Messaging (Chat)
3. Custom prechat field

Yes, we need it!

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• Jose Resendiz
• Created November 15, 2018 22:21
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Can hold music be changed?

Is there a size limitation to a file, particularly a wait greeting that may include music and wait messages for up to 10 min which is our max answer wait time before it goes to voicemail?

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• Jose Resendiz
• Created December 05, 2017 14:42
• 0 votes