Melanie Hobman

1. Community
2. Feedback - Voice (Talk)
3. Zendesk Talk - Warm transfer to Agent groups

Do you have any new information regarding this matter? We attempted to transfer calls to our external numbers for each group, but it created tickets with our phone number in the system, which cause...

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• Melanie Hobman
• Created May 11, 2023 02:36
• 0 votes

1. Talk
2. ...
3. Call routing, greetings, IVR, and recordings
4. Why are some transferred calls left waiting indefinitely?

+1 on this thread, agent to agent transfer is not a good solution to this issue, the transfer should be going to the next available agent in the group not have agents in one group picking the speci...

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• Melanie Hobman
• Created November 11, 2022 03:48
• 1 vote

1. Explore
2. ...
3. Explore recipes
4. Explore recipes reference

@... - To combat this issue, as well as give us more detailed feedback, we use a marketplace app for NPS scores. The developer has blocked the providers that we have reported as providing false neg...

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• Melanie Hobman
• Created April 14, 2021 20:16
• 0 votes

1. Community
2. Feedback - Voice (Talk)
3. Zendesk Talk - Warm transfer to Agent groups

Hi, We are currently trialling Talk in very early stages, and have the same structure as Bthomas, I was thinking we could do a work around by transferring to the group via a separate Talk number ra...

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• Melanie Hobman
• Created March 24, 2021 05:13
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Why are Satisfaction Rated % and Rated Tickets % showing different values?

I believe Satisfaction Rated percentage is the score and Rated Tickets % is the percentage of tickets that were given a score.

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• Melanie Hobman
• Created March 11, 2021 10:33
• 0 votes

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Export all pages of Dashboard to pdf at one time

We need this also, it's a real issue for us that we can't produce the same reporting our customers are used to.

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• Melanie Hobman
• Created March 01, 2021 22:36
• 2 votes

1. Community
2. Zendesk Suite Q&A
3. Reporting on organisation data

Thanks for the work around,... this is a great work around to get the information I need.

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• Melanie Hobman
• Created February 18, 2021 04:19
• 0 votes

1. Community
2. Feedback - Reporting and analytics (Explore)
3. NULL Values in Metrics

I found a resolution to this one  First I needed to create a custom metric for each as below IF SUM(No. of TEM: Username Updates) = NULLTHEN 0ELSE SUM(No. of TEM: Username Updates)ENDIF Then I was ...

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• Melanie Hobman
• Created November 12, 2020 06:08
• 1 vote

1. Community
2. Feedback - Ticketing System (Support)
3. Ability to set Requester:Organization from Triggers

I jumped the gun a little, using the HTTP trigger removed all the organisations from the user and updated the Organisation to only the last one set by the trigger.  Over 200 tickets updated to the ...

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• Melanie Hobman
• Created February 04, 2020 01:32
• 1 vote

1. Community
2. Feedback - Ticketing System (Support)
3. Ability to set Requester:Organization from Triggers

Thanks James, your solution for the HTTP target works perfectly.  

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• Melanie Hobman
• Created February 03, 2020 05:17
• 1 vote