Lateesha Clark

This was so helpful and REALLY easy to use. THANK YOU THANK YOU THANK YOU

Just wanted to let you know the following bullet points in the article lead to broken links:

• Enabling Zendesk authentication
• Enabling social and business single sign-on (SSO)
• Enabling single sign-on (SSO)

If you use Zendesk authentication, you can manage additional security settings. See the following topics:

• Restricting access by IP addresses (Enterprise)
• Sending password-change notifications
• Requiring 2-factor authentication
• Setting an inactivity time-out period

I would also love to see the ability to offer the pre-chat form as part of the triggered proactive chats. I think Brad Harris' recommendation that is a few messages above would work great for us!

We would also benefit from this feature. We have one phone line supported by over 20+ agents while I have another line supported by 2 agents.  Having the customizability per number is essential and should be a basic feature.

As others have mentioned, this is a needed feature (amongst quite a few other downfalls of Zendesk Talk) that are making us consider other CTI/VOIP providers.  

I would like to echo Richard's feedback.  Currently, due to Coronavirus, we are experiencing an uptick in volume. During this VERY sensitive time, it is practically infuriating for a client to hear "your average wait time is 2 minutes" and then they are on hold for 10 minutes.  Now, as a default, I've had to remove the message altogether and our clients are just left there wondering when anyone will pick up.

I do not agree with how this "average" is determined. For our company, we operate 8 am-5 pm PST Monday-Friday but the average wait time calculation is taking into account all the hours we are not open when the wait time is "0".  So even though we have been consistently in the 10 minute wait time during business hours, this average is being brought down but wait times that do not even exist in our business. 

I'm very hopeful that this will get product eyes on it soon. It is detrimental to client experience and is not transparent enough to help clients make a better decision (i.e. leave a voicemail, get a callback, go to our Help Center, etc).

I would love to have any recommend workarounds in the time being.  Thanks!