Melissa Blanding

So reached out to support about this and they said that neither of these features are currently available, but there are things that are important to our organization.

1.)   When agent logs out of Zendesk whether intentionally or if they, for example, lost power, it would be great to have them automatically logged out of Talk so calls don't get routed to them and sent to voicemail.

2.)   We would like to be able to have a metric to report on when a call is ended by the customer vs. ended by an agent.

If anyone else has any ideas about this or workaround would appreciate any suggestions.

Thanks,

Melissa

I wanted to share the method I use to restrict sending surveys to customers only if they haven't gotten a survey from us in the past 30 days.      I wanted to give Credit to this article from Graeme - https://support.zendesk.com/hc/en-us/community/posts/115007818067-Restricting-Satisfaction-Surveys-by-Date - which got me part way there but there was enough of a difference I felt was worth sharing the setup I came up with to accomplish this.

PREP  

You'll want to start by creating two User Fields (Admin -> Manage -> User Fields) which will be used in the Automations we setup late.

Send Survey - Drop Down List with two values - Yes and No.

And a Second User Field named - Last Satisfaction Date - which will of course be a Date Type.

Next, like in Graeme's setup we'll want to setup an HTTP Target (Admin -> Settings -> Extensions).   Setting are as described in that article:

Title: Survey Date Target

URL: https://YOURURL.zendesk.com/api/v2/users/{{ticket.requester.id}}.json

Method: PUT

Content type: JSON

Automation Setup

Now comes the fun part.     I went through some trial and error with this to find the simplest setup that would achieve what we wanted (sending surveys only every 30 days) and found it required 3 Automations.

Default User Setup Automation

For this to work I found that we needed to put a user who had never received a survey from us into a default state and that this automation had to come before any others.

Here's how that Automation looks:

Pretty straightforward, if a ticket is solved/ closed and the requester on that ticket doesn't already have a setting for "Send Survey" give them the default value of "Yes".   This automation should only be run once, the first time a new end-user comes into the system but it's an important step to make sure the following automations run properly.

Check Survey Date Automation

The second automation handles the important task of checking whether the customer who recently submitted a ticket had a survey in the past 30 days.   We do this by checking if the date in the "Last Satisfaction Date" is either the current date or earlier and the customer currently has the "Send Survey" field set to No.    Both of these fields are set by the 3rd and final Automation which I'll show next.   I set this check to look back 1000000 days just so we were covered if the customer hadn't written in for a long while.    Here's what that automation looks like:

Survey Automation

This is the all important survey Automation that of course sends the survey to the end user but also updates the user fields so the preceding Automation works properly.

There's a few things happening here that I'll break down.

1.)   First we check of course if we want to send a Survey (ie.  Is "Send Survey" set to yes.).     This value is set by one of the two previous automations.

Note:   There's a section in there where we add a "survey_sent" tag which was part of an earlier solution we were using so this piece can probably be removed.

2.)   Next we just send the survey or survey link we want the customer to fill out.

3.)   Then we send the JSON request to the target we created earlier.   This JSON request updates the "Last Satisfaction Date" field with a date that is 30 days in the future.    This is how we ensure the "Check Survey Date Automation" only flips the "Send Survey" value back to yes once this date has been reached.

{
"user": {
"user_fields": {
"last_satisfaction_date": "{{ 'now'|date: '%s' | plus: 2592000 |date:'%Y-%m-%d' }}"
}
}
}

4.)   And lastly we set the "Send Survey" user field to "No" so the customer won't receive any more surveys even if they write in every day UNTIL they reach that date 30 days.   At that point the 2nd Automation kicks in and flips this back to "Yes" so we can send a new survey.

And that's it!    Here's how the order of Automations look in our Automation List:

Anyways I hope people find this helpful.  Happy to answer any questions if I can.

-Melissa

Thanks @Rich.      I have a report set up now to monitor for unassigned tickets and your suggestion gave me a great idea!     Rather than create a second set of triggers for closed tickets, I'm thinking I'll just have my original "Assign" triggers both add and check for specific tags on each group we use in our support organization.    That should cut down on the overall trigger maintenance and simplify the process for us.     The only thing I'm not sure of is if the tag already exists will it re-add it again on the ticket on responses.      Either way still beats losing the tickets all together.   Thanks for your suggestion!!

Adding my vote to prioritizing this feature in Zendesk.   We just recently discovered we had 100's of tickets that were out in limbo that we weren't aware of because of this problem which leads of course to a terrible experience for our customers.      I hope that you will consider pulling this out of your backlog and prioritizing it soon!